Customer Success
Novant Health Stays Agile and Flexible
Novant Health’s 14 unique care settings and 380+ modalities using Feedtrail receive their own tailored surveys, producing unique, patient-specific insights distinct to each area of care, delivered into Novant Health’s existing systems.
“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
Overview
Challenge
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
Actions
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.
Results
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.
Novant Health is an integrated network of physician clinics, outpatient facilities and hospitals that delivers a seamless and convenient healthcare experience to communities in Virginia, North and South Carolina, and Georgia. The Novant Health network consists of more than 1,600 physicians and over 29,000 employees that provide care at nearly 700 locations, including 15 hospitals and hundreds of outpatient facilities and physician clinics.
Care Setting
IDN
Region
VA, NC, SC, GA
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