Aveanna Healthcare Experiences Freedom From Technical Limitations

Aveanna, a decentralized network of 200+ branches that spans 25 states, has retained more patients and employees thanks to Relias XM’s service recovery and staff highlights.

”With [Relias XM], we have a patient and family advisory committee comprised of 30,000 patients, not just 5-10.”

– Jessica Walker, Patient and Family Experience Specialist, Aveanna Healthcare

Challenge

Aveanna was using a call center to contact their 50,000 patients before switching to Relias XM. This left patients feeling that they couldn’t be honest with the call center employee about the care provider in their home. They needed a way to reach patients which would make them feel comfortable enough to share honestly and openly, and without the fear of reciprocity.

Actions

Aveanna implemented Relias XM across six service lines, automating their feedback collection process on multiple EHRs and reaching patients via email, text message, and tablets in the patients’ homes.

Results

This multi-faceted approach has led to more transparent, granular, and actionable feedback. Aveanna can now easily highlight star performers and recover any service issues before patients take to social media review sites. Aveanna has retained more patients and more employees with this feedback collection process.

Measurable Outcomes

+ Automated feedback collection process on multiple EHRs across six service lines

+ Grew patient and family advisory committee to 30,000 patients

See How Relias Can Improve Your Business

Start a Conversation

Success Story

Aveanna Healthcare Experiences Freedom From Technical Limitations

Challenge

Actions

Results

Measurable Outcomes

Connect with Us