“A patient listening strategy that is informative and provides insights to improve care is very important to Novant Health. With Feedtrail, we are able to tailor surveys to our different patient care settings, allowing us to get an enterprise view of experience and drill into specific areas as needed to improve our patient interactions across the continuum of care.”
Kirsten Royster, Chief Patient Experience Officer
Novant Health is a four-state integrated network of physician clinics, outpatient centers and hospitals that delivers a seamless and convenient healthcare experience to their communities. They wanted to identify innovative methods to ask different questions to patients by unique care setting, integrate the data into their existing systems, and use data insights to inform their patient journey initiatives
Novant Health implemented Feedtrail across hundreds of locations and tailored their feedback survey questions to each area, from imaging centers and occupational medicine to urgent care and behavioral health. Most recently, they implemented a unique survey to their COVID vaccine centers.
Novant Health is asking targeted questions to each patient about their specific experience in a way that is easy for the patient. Applied across 380+ modalities in 14 distinct care settings, Feedtrail’s agile tool delivers unique, patient-specific insights right into Novant Health’s existing data visualization systems. Leadership is able to quickly identify and address specific issues, leading to improvements in many areas.
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