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
- North Carolina
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 ***
Client Service Manager (CSM)
Bernice Williams – CSM
Bernice Williams Phoenix, AZ 85008 [email protected] 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.