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As the premier physical rehabilitation provider in the state of Virginia, Sheltering Arms, has proven its commitment to prioritizing a personalized patient experience to accompany rapid expansion.
In a departure from traditional post-experience pen and paper surveys, Feedtrail enables Sheltering Arms to engage with patients in real time via smart phone or tablet to learn specific details about their interactions with individual physicians, therapists, nurses, and patient-facing personnel. Sheltering Arms can now distill the most crucial and time-sensitive insights related to every patient-provider interaction, which is paramount in providing a satisfying patient experience.
“Regardless of how rapidly we expand and grow as an organization, our priority will always be to keep our patients first,” said Sheltering Arms’ President and CEO, Mary Zweifel. “Our partnership with Feedtrail is a direct example of our investment in ensuring a world-class patient experience every time.”
Sheltering Arms deployed Feedtrail’s real-time patient engagement platform at its Reynold Center location in March 2018 as a three-month pilot, with the goal of increasing their understanding of specific patient sentiment surrounding their care experience. Upon roll-out, Feedtrail’s platform enabled staff to detect emotional comment-based patient feedback and respond to patients in real time. The platform also enables managers to share all compliments with location leaders and patient-facing staff to ensure that care providers also feel valued.
Based on the success of the pilot, Sheltering Arms has expanded the Feedtrail platform to their outpatient services system-wide, which enables them to monitor patient sentiment and ensure quality experiences across all locations.
“Since day one, Sheltering Arms has been the epitome of an innovative healthcare organization truly committed to prioritizing their patient experience. This innovative service is more than just enhancing results at Sheltering Arms, it’s about showing how one organization can pave the way to putting patients at the center of care across the state of Virginia,” explains Feedtrail’s CEO, Paul Jaglowski.
About Sheltering Arms
Sheltering Arms has two rehabilitation hospitals and 10 outpatient centers, as well as a full continuum of outpatient medical/therapy services and community-based programs that include recreational therapy and fitness.