In the realm of telehealth, trust is not just a desirable trait; it is an absolute necessity. Patients share some of their most sensitive personal and health information during virtual consultations. For telehealth providers like Holistically Rx (HRx), ensuring that patients feel confident in the security and professionalism of the service is paramount.
HRx, an integrative medicine telehealth platform, blends conventional medical practices with holistic therapies to deliver personalized, patient-centered care. They understand that building and maintaining trust is critical to their mission of making healthcare more accessible and patient-centric. Trust signals, such as transparent feedback mechanisms and accountability systems, play an essential role in fostering this trust.
One of the significant challenges in telehealth is maintaining consistent quality of care across a remote network of providers. HRx operates with a fully remote team of contracted providers across 35 states, which can make quality control a complex task.
Without direct oversight, ensuring that every provider meets the high standards set by HRx can be challenging. This is where effective feedback systems become invaluable. By gathering and analyzing patient feedback, HRx can identify performance patterns, address issues promptly, and ensure that all providers adhere to their quality standards.
Initially, HRx used Trustpilot for collecting patient feedback. However, they found the results underwhelming due to low response rates and a cumbersome feedback process. The switch to Trustmary marked a significant improvement in their feedback collection efforts.
Trustmary offers a frictionless feedback process that allows patients to leave reviews quickly and easily. This seamless experience significantly increased response rates, providing HRx with more data to improve their services. Additionally, the automation capabilities of Trustmary, integrated with HubSpot CRM, ensured that feedback requests were consistently sent out without manual intervention.
One of the standout features of Trustmary for HRx is its automation capabilities. The platform integrates seamlessly with HubSpot CRM, automating the entire feedback collection process. Here’s how it works:
This automated process ensures a steady stream of patient feedback, allowing HRx to maintain a high level of quality and responsiveness in their services.
While HRx mostly receives positive feedback, they do not shy away from negative reviews. In fact, Dr. Erick Kaufman, the founder and medical director of HRx, sees negative feedback as an opportunity.
When a negative review is received, it raises a red flag internally, prompting immediate action. Dr. Kaufman and his team address the issue promptly, validating the patient's concerns and working to resolve them. This approach not only turns unhappy patients into satisfied ones but also demonstrates HRx’s commitment to continuous improvement and patient care.
Since adopting Trustmary, HRx has seen significant benefits in terms of business growth and patient trust. The platform’s ability to collect and showcase authentic patient feedback has enhanced HRx’s reputation as a trustworthy healthcare provider.
The insights gained from patient feedback have allowed HRx to make informed decisions that improve service quality and patient satisfaction. Moreover, the transparency and accountability demonstrated through Trustmary's feedback system have strengthened patient trust, a critical factor in the healthcare industry.
In conclusion, Trustmary has been instrumental in helping HRx build and maintain trust in the telehealth industry. By leveraging Trustmary’s features, HRx has streamlined their feedback collection process, improved service quality, and enhanced patient trust, ultimately driving business growth. This success story highlights the importance of trust signals and feedback mechanisms in delivering high-quality, patient-centered telehealth services.