Frequently Asked Questions
Below are some of our most frequently asked questions. If your question is not answered here, please contact us.
What size and type of healthcare organizations does Feedtrail work with?
We work with healthcare organizations of all specialties and sizes. Our current clients include 20 bed critical access hospitals, 3,000+ bed health systems, 70+ location medical clinic groups, physical rehabilitation clinics, concierge medicine practices, and cancer institutes.
How long does Feedtrail take to implement?
Once an organization expresses commitment to doing a Feedtrail pilot, we can have the system designed, customized and fully rolled out across a healthcare organization in one week depending on customer availability.
How long will it take for my organization to notice results?
It will entirely depend on how effectively the institution engages its patients to use the feedback tool and how fast can you act on the real-time information received. In our experience, customers have seen results in less than month!
How is feedback solicited/How do patients access the form?
Our platform is entirely web-based, meaning patients can access their custom feedback form on any device with internet connection. Typically speaking, most patients will access the form via a link in a text message they receive on their mobile device while still on site at your organization. The second most common option (especially in an outpatient/clinic setting) is via a tablet presented to the patient prior to discharge.
Does Feedtrail require patients to download an app to provide feedback?
Nope! Our entire platform is web-based so as long as a patient has access to a device with internet connection they can access the feedback form. The same goes for providers who want to monitor the feedback received. They can login to their Feedtrail account to review all patient feedback from the convenience of their own cell phone, tablet, laptop, or desktop computer.
Does Feedtrail integrate with other software programs?
Yes. Our platform has the capability to integrate with a wide variety of other healthcare software platforms, including EHRs, risk management, scheduling and shift management software.
Does Feedtrail comply with CMS guidelines?
Yes. We have several safeguards in place to ensure that all aspects of our platform and the questions asked of patients do not infringe/overlap with any of the CMS-mandated CAHPS questions.
Is the data we collect safe/protected?
Yes. We understand the importance of keeping our customer’s data save from external and internal intrusions while at the same time complying with HIPAA standards. All data collected is stored in SSL encrypted, AWS servers with the following security features: intrusion detection, 24/7 active defense alerts, patch monitoring, log & event management, file integrity monitoring (FIM), vulnerable scanning, log depot, managed malware protection, and more. In other words, your information is highly protected.
Can we customize the questions on our feedback form?
Yes! Your team will have 100% control over what questions you ask (so long as they don’t overlap with CMS guideline). You will have the freedom to set up unique question sets for each department, location, and even provider within your organization so you can ensure that your team is learning about what is most important to their specific domain. You can also customize the thresholds by which a follow up question may appear or get a notification right on your mobile device!
Is there a limit to the number of users we can have on the Feedtrail platform?
Nope! You can grant as many (or as few) users in your organizations permission to access your Feedtrail platform.
Can we pull reports from the data we collect?
Certainly. All individuals with access to your Feedtrail platform will have the ability to produce custom reports at the frequency of their choosing (daily, weekly, monthly). In addition, all data is exportable into Excel.
I’m concerned that by surveying patients during their experience they won’t want to provide responses to our CMS-mandated post-discharge surveys (i.e., HCAHPS). Will this be an issue?
This is probably the most common question we receive from prospects. And simply put, the answer is no. We have closely monitored the post-discharge survey response rates for our existing clientele (following implementation of Feedtrail) and none of them have seen ANY decrease in completion rate. If fact, the majority of our clients see an increased completion rate for their CAHPS surveys. This behavior is well proven. Academic research has continually supported the positive correlation between real-time feedback and improvements in patient satisfaction. The systematic outreach to patients before discharge with our feedback solution has resulted in a rapid, significant increase in overall patient satisfaction—a 3% increase in “nurse communication” scores in as little as two months after implementation. We are running additional studies to measure the impact of our tool in our customer’s patient satisfaction indicators and are always happy to share our findings with interested organizations.
Will the notifications overwhelm on-duty staff?
Notifications are highly customizable, meaning that you decide when and how notifications will be sent, and who is to receive them. In other words, you are in complete control on how the notifications from the system are sent to your key personnel for either service recovery purposes or organizational improvement.
What is the pricing model?
In Feedtrail, we treat each customer as unique and we value the importance of recognizing our customer’s needs. Want a quote? Contact us for a demo and find out yourself!
715 W Johnson St
Raleigh NC 27603
+1 (757) 618-7760
+358 40 900 3599
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