PartnerMD Turns Patient Feedback Into a Competitive Advantage

Challenge

PartnerMD is a concierge primary care practice built on delivering a highly personalized patient experience. As the organization expanded across multiple locations, maintaining that consistency became more complex.

Leaders believed they were delivering exceptional care, but lacked a scalable way to measure patient experience across the organization or identify gaps in real time.

Without consistent visibility, blind spots emerged, making it difficult to standardize service, respond quickly to issues, and protect patient retention.

Actions

PartnerMD implemented Relias XM to move beyond traditional surveys and turn patient feedback into a real-time operational system.

Feedback is automatically routed to the right teams, enabling leaders to act quickly, trigger service recovery, and make informed decisions across locations.

With Relias XM, PartnerMD captures and acts on patient feedback at scale.

• Real-time alerts notify teams when experiences fall below expectations
• Immediate follow-up enables fast service recovery
• Leadership gains visibility into performance across every location

“We set our threshold so that if anything is less than perfect, we notify our operational staff immediately.”

— Jack Bretcher, Chief Operating Officer, PartnerMD

This shift allows PartnerMD to address issues before they impact patient satisfaction, retention, or operational performance.

Results

PartnerMD uses patient feedback to inform decisions across the business, not just measure satisfaction. Insights from Relias XM help teams:

• Optimize staffing and scheduling
• Improve in-office experiences
• Identify and address operational blind spots

By embedding feedback into daily operations, PartnerMD ensures continuous improvement at every level of the organization.

With a stronger feedback loop and more responsive operations, PartnerMD has seen measurable business impact.

The organization continues to meet its goals year over year and has strengthened patient retention, even during periods of uncertainty in the healthcare landscape.

“We really doubled down on our patient experience programs using the data from Relias XM. We expected to see a much higher churn in membership, and we didn’t see it.”

— Jack Bretcher, Chief Operating Officer, PartnerMD

Experience management has become a competitive advantage, helping PartnerMD deliver consistent, high-quality care while protecting long-term growth.

Why it Matters

For ambulatory organizations, patient experience is directly tied to retention, growth, and operational performance.

PartnerMD’s approach shows how organizations can:

• Standardize experience across multiple locations
• Identify and resolve issues before they impact revenue
• Turn feedback into a driver of operational and financial performance