HealthNet is using digital technology to improve consumer awareness, helping the federally qualified health plan make course corrections in operations.


Automating patient feedback has helped HealthNet gain a holistic perspective of patients throughout their care encounters.

Customer feedback – this is one of the best ways for healthcare organizations to get important guidance to make course corrections to their performance.

Many of the most common methods of obtaining feedback are retrospective, relying on patients and families to fill out paper forms and questionnaires, typically days or even weeks after a care encounter. But now, a variety of digital communication formats can be used to get near real-time feedback throughout the care encounter.

For example, HealthNet, an Indianapolis-based health plan that operates nine community-based comprehensive primary health centers in addition to other points of care, uses FeedTrail’s technology to increase the speed and quantity of feedback. The technology, which allows providers to engage with patients across the continuum of care, has dramatically increased feedback that influences its interactions with consumers, says Carrie Bonsack, director of business development at HealthNet.


HealthNet’s Carrie Bonsack discusses benchmarking patient feedback beyond Net Promoter Score at the HDM KLASroom.


Bonsack provided some ideas during an educational session on September 20 that was part of the HDM KLASroom series on improving patient engagement and experience. The on-demand session can be found here.

HealthNet — a federally accredited health plan that provides primary health care services to underserved people in the Indianapolis metro area — collects consumer feedback and makes adjustments to operations that result in improved health outcomes. net promoter scores, which measure the likelihood that a patient/client will recommend a provider’s services to a family member or friend.

Responses are skyrocketing

Before moving to digital technology, HealthNet aimed to get 100 responses in a year on paper surveys from each of its health centers, and at best, it completed 1,500 surveys a year for all of its sites, Bonsack said. “It’s just not enough to take action,” she added. The use of digital feedback — which connects with patients via text or email — has brought the total number of annual responses to 13,000 across the organization, she said.

“It helps because our patients want to be more responsive, which creates a better drinking environment,” she noted. “We think the question is whether you are going to be able to retain and attract new customers. It is for our patients to be consumers. It’s not just about the Net Promoter Score, even if ours is at an excellent level (75 on a scale of 100).

HealthNet’s board believes such research is essential for measuring patient perceptions of the organization, she added. “They want to know what patients think of the cost of our care. (Feedback) is something we were able to use to demonstrate the quality of our care. »

Using Feedtrail allows HealthNet to perform in-depth analysis to assess consumer feedback on each of its sites, by service line, and even by individual provider. The health plan can identify which entities are doing well, “and we can ask, ‘Can we compare this person? Or can we improve in this particular health center through what is working elsewhere? ‘” Bonsack said.

The technology enables HealthNet to conduct outreach to people from its three main language groups – English, Spanish and Burmese.

The Value of Customer Rating

HealthNet is ahead of the curve in evaluating consumer feedback throughout the patient encounter, said Paul Jaglowski, co-founder and chief strategy and product officer for Feedtrail.

“It can engage before, during and after the experience,” he said. And the technology allows him to connect with family members of certain patients, such as those who were treated in the ICU, NICU or those who may have received care as inpatients.


Paul Jaglowski, co-founder and CSO, Feedtrail explains why HealthNet is leading the Px maturity curve.


Feedback can provide answers to questions critical to provider performance, such as why patients didn’t show up for care, Bonsack said. “With no-shows, you can ask why they’re missing appointments. Before the engagement, why aren’t patients coming? If it’s a problem, you’ll know why when you ask your patients. is about being super creative and thinking about what we can do differently.

And positive feedback has increased, which has helped clinicians and staff feel good about their impact, Bonsack adds. “It makes a big difference; our caregivers can understand that patients see that I’m doing my best to make sure they’re getting better. It doesn’t solve (burnout) 100%, but it’s a tool to fix it.


Visit the HDM KLAS room to see the full session with Carrie Bonsack of Feedtrail & HealthNetas well as other learning experiences.