Valley Professionals Automates Previously Manual Processes

Valley Professionals Community Health Center transformed its patient feedback process by shifting from traditional paper surveys to real-time digital surveys with Relias XM, enabling more efficient and meaningful engagement with patients.

“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

Challenge

Valley Professionals faced several challenges with its traditional approach of administering biannual paper surveys. Stephanie Jeffery, Vice President and Chief Quality Officer, noted that both patients and staff disliked this method, which yielded insufficient useful data.

Actions

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.

Results

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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Success Story

Valley Professionals Automates Previously Manual Processes

Challenge

Actions

Results

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