How Jane Pauley Community Health Center Turned Patient Feedback into Faster Service Recovery and Higher Patient Loyalty

Before partnering with Relias, Jane Pauley relied on paper-based surveys to gauge patient experience. In an attempt to be thorough, the survey included 41 questions. Unfortunately, this made it
difficult for patients with tight time frames to finish, resulting in incomplete or untaken surveys.

The paper-based nature of the surveys also made it difficult to analyze the data in a timely manner. Often, it would take months to get the results from patient surveys; by which time, unhappy patients had churned.

“This posed significant challenges in getting patient feedback,” Kauffman said. “Doing service recovery was not possible at all with this method.”

A story of patient recovery

Since their patient survey method was losing them patients, Jane Pauley adopted Relias XM. Kauffman’s team was tasked with using the platform to evaluate
their churn risks and how the organization could resolve them.

In one example, a patient had to make four trips each month to pick up prescriptions. Using the Relias XM platform, this patient detailed this accessibility issue and asked to get all medications filled in a single trip. After seeing this message, medical and pharmaceutical staff coordinated to synchronize the patient’s refill dates.

“The patient was ecstatic that not only could we do this, but we actually took the time to do it.” — Heidi Kauffman, Patient Experience and Improvement Specialist, Jane Pauley Community Health Center

Turning it around with Relias XM

Jane Pauley Health Center has elevated patient recovery and retention for every department in the organization. Using Relias XM, they achieved:

• Average response time of 36 hours (including weekends) for all patients who requested follow-up to their feedback
• 596 patients recovered during 2025, with 100% of all patients that submitted a request for response receiving one
• Patient loyalty skyrocketed with over 90% of patients rating Jane Pauley 9 or 10 after their encounter

“When issues are resolved quickly and effectively, patients often become more loyal than if nothing had gone wrong in the first place.” – Heidi Kauffman Patient Experience and Improvement Specialist, Jane Pauley Community Health Center