AHF Coffee Talk: Enhancing Patient Feedback with Touchwork
On 11 February 2025, AHF hosted a Coffee Talk titled Enhancing Patient Feedback with Touchwork. The session brought together experts from Centra Health and Touchwork who discussed how Centra Health has transformed the patient experience with Touchwork’s real-time feedback and audit solutions. The speakers included:
- Ryan Miller, Corporate Director of Food and Nutrition Services ,Centra Health
- Jennifer Wood, VP: Business Development, Touchwork
Ryan shared details on how Centra Health implemented QR codes and a rounding app to collect and analyze patient feedback, as well as how they streamlined their tray assessments using the same app. Jennifer covered practical strategies for integrating AI-driven tools into healthcare dining services to gain insights, save time and improve outcomes.
Ryan highlighted some challenges that led them to adopt technology based solutions, including paper based processes, the need to get real-time data feedback for service recovery, enhanced analytics and sharing of results.
Why Centra Health Turned to Touchwork
To address these pain points, Centra Health turned to Touchwork’s innovative solutions. They needed a system that would offer real-time feedback, streamline audits, and drive operational improvements across food services and environmental services.
Real-time patient feedback
The webinar reviewed how patients can provide real-time dining feedback by scanning a QR code, enabling immediate insights and quick issue resolution. This system alerts Centra staff by email and /or text message in real-time improving patient satisfaction and decision-making. Fully customizable, the platform ensures flexible and efficient data collection.
In addition to QR codes, Centra also also uses an app for meal rounding. Using a cellphone or tablet, staff can visit patients and capture their feedback using the app. The combination of QR codes and the meal rounding app ensures that more patients are providing feedback about their dining experience enabling Centra Health to better monitor the customer experience and address issues as they occur.
Tray Assessment Audits:
Centra’s comprehensive Tray Assessments ensure that every patient receives meals tailored to their dietary needs. Using the same app designed for meal rounding, staff can also conduct Tray Assessment Audits to verify tray accuracy, ensuring that all items match the ticket. The app allows for checks on food quality and temperature, monitors adherence to quality standards, and eliminates the need for paper-based records. By streamlining these processes, the system enhances efficiency and contributes to improved patient satisfaction.
Centra also uses QR codes to monitor issues in restrooms, ensuring cleanliness and efficiency. Ensure real-time restroom management for cleanliness, timely maintenance, and improved user satisfaction by placing QR codes in restrooms. Patients, staff, and visitors can scan the codes to report issues, instantly alerting the appropriate personnel for resolution. Track response times and ensure swift problem resolution for a better restroom experience.
Jennifer and Ryan discussed the need for effective analytics, highlighting Abda, Touchwork’s AI assistant built into its CX platform. Abda simplifies the analysis of feedback and audit data, helping organizations gain valuable insights and make data-driven decisions with ease.
We want to thank everyone who joined the webinar and our speakers for sharing their experiences. If you missed it, the full recording is available here. Check out the comprehensive case study for a deeper dive into the details.
If you’d like to find out more about collecting real-time feedback contact our team today to explore solutions tailored to your needs.
