“Our surveys are focused on ‘are we meeting the patients’ goals and helping them achieve them? Do they feel they have the support they need?’ It’s not just ‘How was your experience on the phone?’ We’re diving in and finding out if we’re giving them what they really need.”
– Stephanie Jeffery, Vice President and Chief Quality Officer, Valley Professionals Community Health Center
Valley Professionals faced several challenges with their traditional approach of administering biannual paper surveys. Stephanie Jeffery, VP and Chief Quality Officer, noted that both patients and staff disliked this method, and it yielded insufficient useful data.
Valley Professionals transitioned to digital surveys sent via text. This allowed for the creation of specific surveys for different service lines, including specialized areas like addiction treatment. Stephanie found that patients were more willing to provide feedback through online surveys, enabling the organization to gather real-time insights.
Valley Professionals uses real-time feedback by service line to respond immediately to patients, make improvements with their staff, and enhance services across their sites. As Stephanie puts it, “We have better, more efficient processes in place. We have more engagement.”
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