Make feedback useful in the moment.
Use CAHPS findings to choose a priority, then connect in-journey feedback to timely guidance and follow-up.
PatientEXP Solutions
Close experience gaps. Improve what happens next.
Help patients complete care, resolve concerns sooner, and support the people delivering the experience. Choose from measurement, communication, research, and improvement services built around your organization’s priorities.
Choose your priority
What needs to improve?
Need expert support for your existing programs? Explore Consulting & Improvement Services.
Why PatientEXP
The insight, the response, and the support to deliver.
Bring measurement and communication together with the people who help your organization put improvement into practice.
Build on your existing environment.
Apply 15+ years of integration experience to connect the data, teams, and workflows needed for your response.
Work alongside an improvement partner.
Get help with workflow design, configuration, testing, team preparation, and review of what changes.
Understand the result and the effort.
Agree on outcomes and costs, track progress, and use the findings to decide where to improve or expand.
See the connection in practice.
A cleanliness concern prompts an EVS response and a check that the patient’s concern was resolved. The illustrative walkthrough shows each handoff.
Explore the cleanliness workflowExperience Measures
Choose the right experience priority.
Bring CAHPS survey administration, real-time feedback, benchmarking, and analysis into your measurement program. Connect the findings to a practical improvement plan.
Make feedback actionable.
Identify where experience is falling short and give leaders a focused starting point.
Access & Navigation
Help patients complete the care they need.
Connect appointment preparation, scheduling guidance, arrival information, and follow-up. Access assessments help identify the barriers your team needs to address.
Protect access and capacity.
Help patients arrive prepared and reconnect after a cancellation or missed step.
Care Journey Activation
Close the gaps between care teams and visits.
Coordinate preparation, family updates, discharge guidance, and recovery follow-up. Define who receives a concern and how it reaches the appropriate care team.
Make transitions easier to navigate.
Give patients and authorized caregivers a clear next step and a route to support.
Patient & Family Engagement
Make it easier for people to participate.
Combine education, patient-reported outcomes, social-needs collection, portal invitations, and feedback with relevant outreach and a defined response.
Turn communication into participation.
Help people understand instructions, report barriers, and follow through on the next step.
Workforce & Provider Engagement
Help leaders act on what their teams need.
Connect Employee Engagement and Provider Engagement & Wellness with confidential listening, leadership action planning, coaching, and team communication.
Show people their feedback matters.
Address practice friction and support needs, then communicate progress back to the team.
Brand & Reputation
Understand what earns your community’s trust.
Use market research, focus groups, customer interviews, NPS, and reputation insight to understand expectations and the reasons people choose care.
Make better service and experience decisions.
Direct improvement toward gaps between your brand promise and the experience people receive.
Communication that supports every solution
Make every message a useful next step.
Match SMS, RCS, voice, or email to the patient’s preferences and the next step they need to take.
SMS
Short Message Service
Simple text messages sent to a mobile phone for brief updates, reminders, and replies.
Make everyday follow-through easier.
Let patients confirm plans or flag a barrier so teams can focus follow-up.
Engagement example
An appointment reminder invites a reply to confirm or request rescheduling.
RCS
Rich Communication Services
Enhanced mobile messaging with images, rich cards, and tap-to-reply buttons on supported devices and networks.
Make the next step easier to choose.
Offer clear choices with less typing and more structured replies.
Engagement example
A preparation message offers “View instructions” and “I need help” options.
Voice
Telephone outreach
Phone calls that use spoken conversations or recorded prompts to share information and collect responses.
Reach patients who prefer to listen or speak.
Support participation through spoken outreach and a route to the right team.
Engagement example
A follow-up call asks whether the patient understands the next step and needs additional support.
Messages to an email inbox
Digital messages that can include longer explanations, images, and links to useful resources.
Give patients guidance they can revisit.
Provide preparation and follow-up information patients can return to between visits.
Engagement example
A preparation email links to a checklist and asks the patient to complete the next step.
Engagement continues after the message.
Connect replies to a responsible team and measure completed actions. Plan for patient consent, language, and accessibility. RCS availability varies by device and network; provide an alternative channel when needed.
Explore patient and caregiver engagementExpert support
Consulting & Improvement Services
Need help turning a priority into progress? Our team brings assessment, design, coaching, and implementation expertise to your existing programs.