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Oct 22, 2015 1:00 PM ET

Archived: HCXperience Inc. hcXp: Improving the Patient Experience in Real Time

iCrowdNewswire - Oct 22, 2015

HCXperience Inc. is the creator of hcXp, a cloud-based application that will replace the traditional paper patient satisfaction surveys in healthcare. By engaging the patient at point of care (POC), we can retrieve vital and immediate patient experience feedback data and obtain real-time benchmark and comparison reports.

The HCXperience team is comprised of a group of compassionate and driven Healthcare professionals with over 100 years of combined experience serving the Healthcare Quality Improvement Industry.


There are four main problems with the current patient satisfaction surveys:

The average response rate for patient satisfaction surveys is a paltry 32%. A Forbesarticle from a couple years ago highlighted the problem:

“Response rates have been dramatically declining over the past decade,” says Paul Alexander Clark, founder of SmartPatient, a health care analytics company. He should know: Until 2007 Clark was in charge of Press Ganey’s patient-satisfaction improvement group. The response rates, he says, are now “too low to produce reliable results.” Insiders have known this for a decade. “This is a dirty little secret in our industry,” a senior Gallup executive wrote in a 2002 letter to the CMS chief. “At those levels the standard rules of probability don’t exist. This means you may or may not be tracking real patient attitudes.”

Patients often don’t receive surveys in the mail until months after their hospital visit. Who’s going to remember anything from that long ago, let alone feel the need to voice their opinion about it?

So these paper surveys are sent out months later and less than ⅓ come back. What happens to them at this point? They get hand-scanned and filed away someplace no one will ever see it. No actionable data can be pulled from disjointed PDF files on a computer. And even if they could get data, what good would it do nearly a year after discharge?

It’s 2015 — we don’t need to be sending paper surveys through the mail anymore. This is a wasteful process that doesn’t even work.

Frankly, we find all of this is embarrassing, having been deeply involved in Healthcare Quality Improvement Industry for so many years. We formed HCXperience Inc. to finally make a long overdue change to the system.

hcXp is a complete overhaul of an antiquated system in healthcare. It is a green solution to a broken system that has been in question for many years.


hcXp is a customizable, real-time, cloud-based survey that provides confidential, on-site patient satisfaction surveys using iPads and tablet PCs leading to valuable instant feedback and comparison reports. All responses are mined to created actionable data and meaningful improvements in healthcare facilities.

hcXp delivers an 84% response rate compared to the abysmal 32% of the current system.

iPads are given to patients before they leave the facility. There’s always downtime as you wait for doctors and nurses to bring you paperwork, discharge you, etc. so we fill this time with the survey. Patient experiences are easier to recall, their responses are more accurate, and survey questions can be tailored to their specific visit. Real-time data collection allows doctors and nurses to see how they are doingtoday, not last year — and most importantly, actually make improvements.

While traditional surveys are mandated, we target healthcare providers outside of these mandates, those that actually want to improve and use our customizable surveys to help them create actionable data to improve. In the end, improving their process and the patient experience will only help them make more money.

This isn’t some kind of revolutionary idea: it’s 2015 — iPads and tablets exist. Why are we still using paper surveys? Mobile is simple, clean, and efficient.

hcXp by HCXperience has lessened the need for man hours and lowered costs associated with survey data collection to all healthcare providers. 


We are starting to see some great traction in our second year…

Currently over 5500 patient satisfaction surveys launched with an 83% Overall Response Rate!

Locations that have hcXp in place are marked in green on the map below.

  • 17 LTACHs (Long-term acute care hospitals) 
  • 2 IP Rehabs
  • 6 Ambulatory Surgical Centers
  • 1 Emergency Department

Over 150 Active User Accounts

Established Distribution and Data Share Agreements:

  • Prista Corporation – Austin, Texas
  • Radius Health Services Inc. – Chicago, Illinois
  • Bernice Williams – Phoenix, Arizona

Virtual offices allow us to have a larger footprint as a company:

  • Eastern Region: Pennsylvania
  • Central Region: Michigan, Illinois
  • Western Region: South Dakota, Arizona

Advisory Board Members:

  • Rhode Island
  • Illinois
  • North Carolina

Overseas COO

  • Brazil

The way this industry works, one location could turn into 100 in a week if the whole group signs up.

Healthcare facilities who are interested in point of care data collection have been reaching out to us. Example: Boston Medical Center, Vibra, and AMG.

We recently announced our partnership with Radius Health Services Inc (RHS). The collaboration of HCXperience and RHS allows our clients to make sustainable changes to the patient experience in their organizations using real-time data along with redesign of clinical workflow leading to best in class performance.


            We also have a partnership with Prista Corp in Austin. Prista is an established company with over 100 clients. We have a subscription-based, data share and distribution agreement with their group to provide our app as an add on to their SAAS Action Cue.

We’ve been making a lot of headway internationally as well, especially in Germany and Brazil. Press mentions include: 


Up next: we expect to be in 100 locations by the end of 2015.


We aren’t the only ones who see a need for a system like HCXP — far from it in fact. From a July 2015 article in mHealth News:


HCXP’s team is comprised of a group of compassionate and driven Healthcare professionals with over 100 years of combined experience serving the Healthcare Quailty Improvement Industry.

Wayne is an innovator and thought leader in Healthcare Information Delivery. For more than fifteen years, he has been intimately involved with the expanding importance of Healthcare Data Collection and Reporting.

He began his career as a Product Specialist for Healthcare Data, Inc., (HCD) in 1999. When HCD was purchased by Thomson Reuters, he was one of two specialists retained from the original HCD management team. During his years with Thompson Reuters, he managed all of The Joint Commission clients and demonstrated a 100% TJC submission success for performance and patient satisfaction data for all post-acute care accounts. At the same time, he was also responsible for Core Measure Data submission to CMS for the Department of Defense (DoD) and all acute care clients (HCD). He also trained and managed all staff and internal and external clients on Patient Satisfaction Survey Data Collection and Reporting including offices as remote as India.

Lee Liddick has been Chief Information Officer and Engineer for HCXP, Inc. since its inception. He has nearly 20 years in the telephony, application support, IT, and web fields. Currently Lee is employed by Highmark Health Solutions in a programming role.

As a United States Marine Lee understands the hard work and dedication it takes to be successful in any endeavor. This work ethic translated into hours of extra work to save thousands of dollars building an internal web application for one of the Fortune 500 companies he was employed by. Throughout his 13-year career at AT&T, Lee built a reputation for developing tools and solving problems in order to save time and money for the company.

Anand Patel has been with HCXP Inc. from the inception. His development and design expertise has helped HCXP Inc. create a feature-rich application that seamlessly combines form and function. He has a degree in computer science and over 15 years of experience in the field ranging from Fortune 500 companies to smaller marketing firms and government business. His diverse work experience has helped Anand understand the importance of matching his applications, websites, and marketing strategies to the target audience. This allows him to design aesthetically pleasing media which integrate functionality, creativity and elegant design aimed towards providing an enriched user-experience. He is currently employed by the government where he is developing payroll, human resources and other task specific applications.

*** Additional Team Member Profiles Available Upon Request ***


Advisory Board


Michael Krivich – AB



Michael J Krivich, FACHE, PCM is an entrepreneurial healthcare marketing executive, thought-leader and internationally followed healthcare marketing blogger read daily in over 52 countries around the world, who passionately pursues healthcare marketing in all its forms. I am the one of the few nationwide, who holds dual Board Certifications- Fellow, American College of Healthcare Executives and Professional Certified Marketer, American Marketing Association. Michael has been called a visionary strategic thinker who can see the big picture while focusing on the important details, and a change agent to create accountable and highly-efficient marketing teams. During his over 20 years in healthcare, has worked in many different channels providing him with a total perspective of the industry. This experience includes: developing strategic marketing and sales plans; integrating sales and marketing functions; development of patient education materials; client and patient merger communications; integration of marketing into client on-boarding activities; transition and retirement of acquired brands; international marketing and communication strategies for medical devices; Specialty Pharmacy; PBM, hospital and health system strategic branding; marketing hospital and health system product lines and physicians; healthcare group purchasing; as well as healthcare information technology and analytics. He has worked in leadership positions for such companies as Advocate South Suburban Hospital, Adventist Midwest Health, Aga Healthcare, Walgreens Specialty Pharmacy, BioScrip Inc., (specialty pharmacy, PBM, infusion and retail), and most recently Truven Health Analytics. As a recognized leader in his field, Mr. Krivich is a member of the Healthcare Educators Council with the Gerson Lehrman Group and Alpha Sights, leading think-tanks composed of noted executives, physicians, and other professionals who deliver expertise and decision-making assistance to business, government and investment leaders globally, building bridges to the capital markets. He regularly advises the equity markets on healthcare vendors regarding market positions, trends, competitors, leadership and environmental headwinds in hospitals, health systems, population health, healthcare analytics, infusion and specialty pharmacy. Mr. Krivich is a trained sales professional and is a graduate of Huthwaite SPIN selling and an alumnus of the Miller Heiman Strategic Selling program. He is also the founder of Healthcare Marketers for Change, a LinkedIn professional group. Mr. Krivich is a Fellow, American College of Healthcare Executives and a Professional Certified Marketer, American Marketing Association. He is also a member of the Advisory Board for HCXperience Inc., a real-time patient satisfaction data collection, and reporting and analysis start-up company. He is co-author with Ralph Bell, Ph.D. of How to Use Patient Satisfaction Data to Improve Healthcare Quality, ASQ Press, January, 2000. Since 2007, Mr. Krivich is the author of Healthcare Marketing Matters, an internationally read blog in over 52 countries exceeding 5,000 page views monthly, which explores the value of healthcare strategic marketing, integration of multi-channel fully integrated brand messaging marketing tactics, and visionary leadership in a effort to fundamentally change how marketing is viewed and executed in healthcare organizations.


Preeti Gupta – AB



Ms. Gupta has a rare mix of skills in information technology, clinical nursing, case management, care cordination, leadership, patient experience, and performance improvement. Her entrepreneurial ventures, She is a Founder & Principal at ITweblink, Inc., a web design, software development company and Founder & Principal Radius Health Services (RHS), a company building healthcare consulting and software solutions for both the US and Indian markets. With over thirty years of experience in the healthcare field, with excellent organizational skills – getting people together, organizing & leading projects. Ms. Gupta have become an innovative leader in quality improvement in healthcare. With entrepreneurial passion she started an IT & consulting company which led to the development of a communication system for nurses & a novel Performance Improvement methodology called the “SMART*PI & “SMART*PE. With IT expertise Ms. Gupta have developed many online tools to help with improvement projects. Over the year she has worked on many improvement projects. She has been long an avid champion for Patient Experience where Ms. Gupta have helped teams to improve their scores for Patient Experience from 56%ile to 99%ile and maintained the high level of performance for three years. Diabetes Performance Improvement A1c & Lipid Panel Evaluation from 43% to 53%, Length of stay & Pre-noon discharges from 8% to 20%. Also have been involved in Magnet and Illinois Performance Excellence (ILPEx) projects. She has also worked with ACO’s for HEDIS quality improvement and assurance well versed with different EMR systems. She has Lean Management Certification.


John Macheca – AB



PROFESSIONAL CAREER EXPERIENCE 1958-62 Obtained Bachelor of Arts Degree from the University of Notre Dame in Latin American Studies. 1962-63 Completed foreign studies programs, Mexico City, D.F., Mexico. 1963-69 Worked as a Civilian Intelligence Officer for the National Security Agency, Fort George G. Meade, Maryland. 1969-73 Managed the University of Notre Dame’s Public Relations and Development Regional Office in Chicago, Illinois. 1973-76 Served as the Dean of Students at the University of Notre Dame, South Bend, Indiana. 1976-78 Served as Director of Institutional Advancement at the John F. Kennedy Institute, Johns Hopkins University, Baltimore, Maryland. 1978-81 Worked at Northwestern University, Evanston, Illinois, as Director of Major Giving/Advisory Boards 1981-1998 Founding Officer and Senior Vice-president for Marketing and Sales, Comdisco Disaster Recovery Services, Inc., Rosemont, Illinois. 1998-2003 Senior Marketing and Sales Executive for Alternative Resources Corporation, Barrington, Illinois. 2003-Present President of Macheca.Networking, Ltd., Specializing in Corporate and Entrepreneurial Marketing and Organizational Strategies, Pine Knoll Shores, North Carolina 2004-2006 Southeast Regional Marketing & Sales Executive, PassTime Company. 2004-Present Partner, Sandpiper Properties, Inc., Atlantic Beach, North Carolina. 2005-Present Principal & Marketing Partner, Board of Directors, Encore (Green) Building Solutions, Inc. 2006-2008 Vice President, Sales and Marketing, Encore Building Solutions, Inc. Oct. 7, 2008 Elected President and CEO, Encore Building Solutions, Inc. 2010-Present Lead Instructor, Carolina Ocean Studies Group


Apurv Gupta, MD, MPH – AB



Dr. Apurv Gupta is a Managing Director at FTI Consulting and is based in Boston, MA. Dr. Gupta is in the Health Solutions practice in the Clinical Solutions segment. Dr. Gupta provides assessment and implementation services for healthcare organizations, with a particular emphasis on education and engagement of clinicians, physician leaders, and executive leadership to improve clinical practices in addressing quality, supply utilization, and cost issues, with a keen focus on delivering measurable results. Dr. Gupta is a leader and innovator in health care, an expert in performance improvement and change management, and a thought leader in the transformation of health care. He is also a catalyst and founder of a number of healthcare entrepreneurial ventures, including Physician Performance Improvement Institute, Radius Health Services, PRIME Biomedical Consulting, and THINQ Consultants. He has held numerous leadership positions in the healthcare industry including Vice President for Network Performance Improvement at Blue Cross Blue Shield of Massachusetts, Chief Medical Officer at Quincy Medical Center, Medical Director at Norwood Hospital, and Associate Medical Director at Beth Israel Deaconess Physicians Organization. Dr. Gupta has pioneered the “SMART PI System”, which combines process improvement plus change management plus behavior modification, to deliver greater effectiveness and efficiency of performance improvement activities. He has significant experience with clinical process redesign, cultural transformation, and physician engagement. His measurable successes include Transitions of Care, Diabetes, Venous Thrombo-Embolism Prophylaxis, Congestive Heart Failure, Stroke, Patient Flow, and Patient Satisfaction. He also has considerable expertise in conflict mediation, infrastructure building, team-building, and leadership development. He has recently presented at American College of Physician Executives, Massachusetts Hospital Association, American Medical Association, Tufts Health Care Institute, and Northeastern University; and his work has been highlighted by numerous media outlets. In 2011, Dr. Gupta received the Bharat Samman Award from the NRI Institute; in 2009, he received the American Medical Association Foundation Leadership Award, as well as the Outstanding 50 Asian Americans in Business Award from the Asian American Business Development Center. He is a Trustee and Past President of the Indian Medical Association of New England and is on the Board of Directors of Friends of Shelter Associates. He is also an Advisor to the Hospital Quality Foundation. Dr. Gupta completed a Residency in Internal Medicine at Beth Israel Hospital/ Harvard Medical School. He has a ScB and MD from Brown University, and an MPH from Harvard University School of Public Health. He is an Adjunct Senior Lecturer of Healthcare Leadership at Brown University.


Client Service Manager (CSM)


Bernice Williams – CSM



Bernice Williams Phoenix, AZ 85008 willspeak4u@yahoo.com 803-507-9700 Work Experience Independent Contractor – Benefit Representative ENROLLMENT SOLUTIONS – Pennsylvania October 2012 to Present Travel to Benefit Fairs educating employees about company sponsored dental benefits for themselves and their families. Answer questions including deductibles, coinsurance and payroll deductions. Independent Agent Self Employed – Pennsylvania July 2011 to April 2015 Explain and enroll clients into Medicare/Medicaid and ACA plans. Independent Contractor – Benefits Counselor UNIVERS – Hammonton, NJ August 2010 to December 2011 Answer employee’s policy related questions in a call center environment, while cross-selling products during annual enrollment periods. Review contract disclosure statements, complete applications and resolve client issues. Independent Contractor – Benefits Counselor Benefits Associates King of Prussia, PA June 2008 to June 2009 Team leader in a call center environment. Enroll and up-sell employer provided Core and Voluntary insurance plans. Licensed Life/Health Sales Agent The Carney Group Temp Agency – Blue Bell, PA July 2005 to January 2006 Educate and enroll seniors in Medicare & Medicaid Plans. Review Prescription Drug Plan options in various regional areas. Education Bachelor of Business Administration in Human Resource & Risk Management /Insurance Temple University – Philadelphia, PA 2000 CEBS 1 in Certified Employee Benefits Specialist 2000.

Contact Information:

Wayne Kelly
Lee Liddick
Anand Patel

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