Experience Management 101
Our recent blog post on ‘Reimagining Healthcare’ highlighted the importance of experience management for Federally Qualified Health Centers and the “Why” driving FQHCs to prioritize a successful, thorough XM strategy. In this post, we’ll take a look at the “How” behind some innovative FQHCs who are utilizing tech to maximize their patient outcomes and drive their unique business outcome.
The Benefits of Direct Patient Communication for FQHCs
Northeast Valley Health Corporation (NEVHC) is an FQHC with more than a dozen locations in the Los Angeles area. The COVID-19 pandemic hit all healthcare organizations hard, and community health centers such as NEVHC, which depend on grants and federal funding, were affected the most. With 17 locations to manage and align, NEVHC faced the additional burden of finding new ways of communicating with their decentralized and diverse patient population without losing effectiveness. Thanks to the pandemic restrictions, the usual methods of communication and experience management were no longer working as well as they had.
NEVHC’s pediatric department experienced these issues most acutely. Over the course of 20 days, NEVHC used Feedtrail to send out the ‘Pediatric Text Messaging Project’ – a personalized, direct text message to their pediatric patients (ages 0-17) and their families. This project served dual purposes: first, it allowed NEVHC to open direct lines of communication with a specific, vulnerable patient population; second, the project drove the scheduling of more in-office appointments.
NEVHC successfully achieved both goals. Not only were pediatric patients and their families made aware that in-person appointments were safe and available, many families took the next step and actually scheduled appointments. The first week resulted in the scheduling of 22 new in-office pediatric appointments — appointments that, without the Pediatric Text Messaging Project, would otherwise have never happened.
The Benefits of Using XM to Make Informed Business Decisions
Whitman-Walker Health, located in the Washington DC area, is an FQHC that focuses on caring for the LGBTQ+ community. With their patients feeling the full impact of the COVID pandemic, Whitman-Walker faced the challenge of finding ways to measure how their patient populations were responding to necessary changes in their healthcare experience – specifically, the transition to telehealth.
As an organization, Whitman-Walker wanted to find a way to further understand patient preferences and utilize them to inform the business decisions around pandemic-related restructuring. In April and May of this year, Whitman-Walker used Feedtrail to ask their patients to specify for which types of procedures they were willing to have in-person appointments, and which visits they’d prefer to handle via telehealth.
Whitman-Walker found that their patient population preferred in-person to telehealth by a 55/45% margin, and that patients were willing to come in to have blood drawn and receive COVID19 testing as long as the location was safe. These procedures were priorities for 38% of their customers, whereas other procedures such as dental appointments were a priority for less than 10%. Whitman-Walker was therefore able to make informed decisions necessary to maximize their resources and spend less energy and effort on less-critical areas during the first wave of the pandemic.
The Benefits of Real-Time Patient Feedback for FQHCs
For over thirty years, CareSouth Carolina has been one of the leading FQHCs in the state of South Carolina. CareSouth’s mission is to provide its patient population with healing, caring relationships and experiences – regardless of their individual, personal circumstances.
For CareSouth, the biggest XM challenge they faced was trying to meet Joint Commission standard of collecting 10 or more feedbacks per provider per month. Ensuring proper feedback collection while attempting to personalize each patient engagement was always a challenge and was extremely time-consuming for their staff. So CareSouth deployed Feedtrail across six of their locations, streamlining their collection of patient feedback data by handing tablets loaded with a survey to patients checking out. This allowed them to not only satisfy their Joint Commission requirements but also drive up their patient engagement and provided them with more actionable feedback than ever before.
Ultimately, CareSouth Carolina decided to expand their new XM strategy by rolling out this solution across all 10 of their outpatient locations and their 6 pharmacy locations. As a result, they are now averaging 700 unique patient feedbacks per month and the organization has retained over $300,000 in revenue from their more streamlined and efficient patient experience process.
NEVHC, CareSouth, and Whitman-Walker are just a few examples of the unique XM strategies that are being deployed by FQHCs across the country to meet their unique business needs while driving better patient outcomes. Schedule a Feedtrail demo today to learn more about how we can help your organization thrive using Experience Management!
“XM isn’t just about happier patients and staff. It’s about managing both patient and employee experiences in thoughtful, impactful ways. Deliberate, effective XM can truly make all the difference for FQHCs and community or rural health centers.”
With Feedtrail XM, healthcare organizations can finally deliver what matters most to patients, providers, caregivers, and employees. Our secure, cloud-based XM solutions and advanced data analytics enable customer experience teams to engage and connect with the right people at the right time; uncover prescriptive insights; and take purposeful action for driving continuous improvement and measurable results across the lifecycle of care. More than 60 innovative health systems across 4,000 sites in 14 countries already use Feedtrail to uncover explicit opportunities to improve human-centered care and advance better outcomes for people and the business of healthcare. Feedtrail is based in Raleigh, North Carolina, with offices in Los Angeles, California, and Helsinki, Finland. To learn more or schedule a demo..