Customer Success
Whitman-Walker Listens With Focus
Together with Feedtrail, Whitman-Walker was able to move over 60% of their patients to some amount of telehealth from exclusively in-person appointments, allowing them to serve more patients.
With such a unique patient population, it’s imperative we have a tool that lets us customize questions, create curated surveys, and dig in to specific patient concerns. Feedtrail allows us to be focused and nimble, and to better understand the root cause of trends in our patient feedback. Having robust and actionable patient engagement data means we can support our vision of continuous quality improvement with care and confidence.
Richard Garcia, Senior Practice Transformation Specialist, Whitman-Walker
Overview
Challenge
Like many FQHCs, Whitman-Walker was tracking patient complaints on paper and manually entering them into a spreadsheet. This process was extremely time consuming and limited in its ability to provide data analysis and visualization. In addition, Whitman-Walker’s surveys only allowed them to ask a few standardized questions.
Actions
Upon implementing Feedtrail, Whitman-Walker was instantly able to create curated patient surveys targeted to their unique patient populations. These included surveys designed for youth patients, providing insight into how adolescent patients view themselves; an annual satisfaction survey highlighting patients’ perception of gaps in Whitman-Walker’s care; and a survey on how the COVID-19 pandemic has changed how their patients prefer to receive care.
Results
Whitman-Walker found that nearly 65% of patients were willing to move to telehealth either entirely or in part. This allowed the organization to increase their patient throughput, which in turn ensures more patients receive the care they need, and that Whitman-Walker continues to thrive as a care provider in their community.
Whitman-Walker Health is a federally qualified health center in the Washington, D.C. metropolitan area with a special expertise in HIV/AIDS and LGBT healthcare. Founded as an affirming health center for the gay and lesbian community in 1978, Whitman-Walker was one of the first responders to the HIV/AIDS epidemic in D.C. and became a leader in HIV/AIDS education, prevention, diagnosis and treatment. In recent years, Whitman-Walker has expanded its services to include primary healthcare services, a stronger focus on queer women’s care and youth services.
Care Setting
Outpatient/FQHC
Locations
3 locations
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