Patients and residents notice everything: a cold tray, a missing menu item, a room that wasn't cleaned, a concern no one followed up on. But when feedback, rounding, tray assessments and service requests live on paper or in separate systems, teams often hear about problems after discharge, when it's too late to make it right.
Touchwork runs on XOP, the Experience Operations Platform. Your teams hear from patients and residents in the moment, confirm what's happening with rounding and operational audits, alert the right department and resolve issues before they show up in HCAHPS and Press Ganey scores.
A cold meal, a late tray or an unanswered request can look like a one-off complaint. Often it points to something bigger: a delivery delay, a staffing gap, a training need or a process that isn't being followed.
Most organizations collect feedback. Very few act on it while the patient is still there. Post-discharge surveys arrive weeks later, results don't reach the team that can fix them and no one owns the follow-up. The cost shows up as missed service recovery, inconsistent tray accuracy, food waste and lower satisfaction scores.
XOP connects what patients and residents experience with what's happening in your operation, so teams can respond in the moment, find the cause and make improvements that last.
Patients on one unit scan the QR code on their tray card to say their meals are arriving cold. The manager on duty gets an alert and sends a replacement tray. Tray assessments confirm temperatures are dropping before trays reach the floor, and the trend points to a delivery delay at one time of day. The team adjusts routing, and complaints drop.
XOP connects each of those steps in one platform, so your team fixes the issue for the patient in front of them and makes sure it doesn't happen to the next one.
XOP gives leaders a clear view across units and facilities, and helps frontline teams focus on what needs attention right now.
Receive alerts, recover the experience and complete rounding and tray assessments from a phone or tablet.
See patient feedback, audit results and open issues for food and nutrition, environmental services and facilities in one place, so nothing falls through the cracks.
Compare performance across units, shifts and facilities, spot patterns early and confirm improvements are showing up in satisfaction scores.
You don't need the whole platform to benefit from XOP. Each Touchwork solution delivers value on its own, and they work together as you add more.
The moment it happens, you hear it. Not weeks later in a report.
Patients, residents and visitors share feedback by scanning a QR code on a menu, tray card or in-room sign, or by text, NFC tag, kiosk or link. Staff can collect feedback at the bedside during rounds. Negative feedback alerts the right manager while there's still time to make it right.
Surveys measure long-term satisfaction by unit, service and facility.
Regular checks that keep every unit compliant, and every team accountable.
Replace paper logs and spreadsheets with mobile rounding and operational audits. Staff assess trays for accuracy, temperature, portion size, presentation and diet compliance. Environmental services and facilities teams use standardized checklists for room cleanliness, safety and compliance. Operational audits are scored automatically, with results and corrective actions tracked over time. Mystery shopping shows the experience in cafés and visitor areas through your guests' eyes.
Resolve issues fast.
Every reported problem becomes a case with a clear owner, a deadline and a follow-up. Managers see what's open, what's overdue and what's been fixed, with a full record of who did what and when.
The right help, right where it's needed.
Patients, families and staff scan a QR code to report a cleanliness concern, a broken fixture or a supply need. The responsible team gets an alert with the location and details, so they know where to go and what to bring.
Show patients, residents and families that their feedback led to change. When people see results, they keep sharing.
Share menu updates, café promotions and service notices with patients, residents, visitors and staff through the digital channels you already use.
The analysis, made visible and easy to act on. All in one place.
Bring data from every Touchwork solution into one view. Drill down by facility, unit, shift and menu item to see what's working and where to focus next.
Surface the root cause, not just the symptom.
Abda analyzes large volumes of feedback and audit data together to find trends, recurring problems and training needs. It works on its own or alongside any Touchwork solution.
Patients scan a QR code on their menu or tray card to rate their meal. Tray assessments confirm accuracy, temperature and diet compliance, so food and nutrition teams can fix recurring issues and reduce waste.
Standardized rounding checklists, documented reviews and automated reminders keep rounding consistent across units and shifts, with every concern captured and routed for follow-up.
Patients and visitors report cleanliness concerns where they notice them. Room and restroom inspections confirm every space is clean, stocked and ready.
Hear from staff and visitors in retail cafés and food courts, and use mystery shopping to keep service and quality consistent.
A QR code or text lets anyone report a broken fixture, temperature problem or safety concern, with the location attached for the team that responds.
Give residents and families an easy, ongoing way to share feedback on dining, care and community life. Routine operational audits keep standards consistent across every community.
Proactive operational audits and compliance tracking help reduce inconsistencies in care, improve outcomes and prevent escalations outside the hospital walls.
Whether you run one hospital, a health system or a network of senior living communities, XOP helps your teams deliver a more consistent experience and improve the operations behind it.
Centra Health moved from reactive to proactive by combining real-time patient feedback, tray audits and analytics into one consistent process. The result: real-time insight, faster response and standardized processes across their food service operation.
Read the Centra Health case studyWe're members and business partners of the associations that bring our customers' industries together.
XOP is SOC 2 Type 2 compliant, so patient and resident data is handled with the highest standards of security and confidentiality.
Our team handles program setup, feedback questions, audit and rounding forms, signage graphics and reporting. We work alongside yours from launch through ongoing support.
See how XOP connects patient feedback, rounding, operational audits and action across your hospital or community.
