Whitman-Walker Listens With Focus

Like many Federally Qualified Medical Centers, Whitman-Walker tracked patient complaints on paper and manually entered them into a spreadsheet. This process was extremely time-consuming and limited in its ability to provide data analysis and visualization. In addition, Whitman-Walker Health’s surveys only allowed them to ask a few standardized questions.

Actions

Upon implementing Relias XM, Whitman-Walker was instantly able to create curated patient surveys targeted to their unique patient populations. These included surveys designed for youth patients, providing insight into how adolescent patients view themselves; an annual satisfaction survey highlighting patients’ perception of gaps in Whitman-Walker’s care; and a survey on how the COVID-19 pandemic has changed how their patients prefer to receive care.

Results

Whitman-Walker found that nearly 65% of patients were willing to move to telehealth either entirely or in part. This allowed the organization to increase its patient throughput, which in turn ensures that more patients receive the care they need and that Whitman-Walker continues to thrive as a care provider in its community.