New Cedars-Sinai app collects patient feedback in real time

Cedars-Sinai Health System is rolling out a digital tool that allows patients to complete short surveys throughout their hospital stays via text message, enabling care teams to address challenges and concerns in real time.

The platform launched in a limited capacity at the Los Angeles-based health system in January, according to a Feb. 25 news release, and was designed in conjunction with Feedtrail, a healthcare technology startup that participated in the Cedars-Sinai Accelerator program in 2019. The platform is expected to be rolled out across more hospital departments after about six more months of the initial launch phase.

The Feedtrail tool updates the traditional model of gathering patient feedback — one-size-fits-all surveys sent days after discharge — by texting patients short surveys regarding their specific circumstances, beginning hours after being admitted.

"We are looking to obtain actionable, meaningful insights of what patients really want from us in the moment to improve their experience while they're with us in the hospital," Alan Dubovsky, chief patient experience officer at Cedars-Sinai, said in the release. "Using this new platform allows us to ask unique questions to different patients at different times. The feedback received will help us ensure that our patients have the most positive experience possible."

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