Why customers choose Relias XM for patient experience

Leverage easily customizable surveys and real-time analytics to improve patient experience, care quality, and reduce costs.

Outperform with intelligent patient engagement

Deliver real-time, personalized outreach via text and email at key moments in the patient journey. Go beyond automation — ensure every interaction is relevant, timely, and drives patient satisfaction, with immediate service recovery when needed.

Leverage data-driven decisions that transform care and operations

Harness an enterprise-wide perspective to identify trends and opportunities across locations, staff, and patient interactions. Move from reactive to proactive — resolve issues before they escalate and improve care outcomes across the patient continuum.

Maximize revenue and efficiency

Unlock real-time, data-driven insights to pinpoint what drives patient satisfaction and loyalty. Go beyond surface-level metrics — identify exactly where to focus resources for the biggest financial and operational impact, fueling patient retention and sustainable growth.

Comprehensive patient experience solution

Relias offers advanced features designed to enhance patient care and improve outcomes within our comprehensive suite of tools. By personalizing outreach via text, email, and phone calls, Relias’ patient experience application empowers healthcare organizations with timely feedback. Our patient experience technology ensures continuous improvement in your patient experience program, care quality, and operations.

Real-time surveys

Engage patients at any point in their journey with Relias’ real-time surveys. Get instant insights in our patient experience platform to inform your initiatives, enabling you to continuously improve care quality.

  • Concise, easily customizable forms and messages
  • Engage before, during, and post-visit with appropriate messaging
  • Ask the right questions to inform your initiatives

Service recovery

Receive instant notifications to address problems and retain patients with timely service recovery. This patient experience solution helps you quickly resolve issues, enhancing patient satisfaction and loyalty and maintaining your brand integrity.

  • Instant notifications to address problems, even before a patient leaves the encounter
  • Save templates to speed up response time to patient requests
  • Track and measure response times, effectiveness, and dollars saved

Flexible engagement

Customize surveys by department, care setting, provider, and more. Our patient experience management software adapts to your specific needs, providing tailored patient experience surveys for comprehensive feedback.

  • Personalize questions by department, care setting, initiative, and more
  • Multimodal surveying and messaging (text, tablet, email) in multiple languages
  • Send surveys and messages to the right audience at the right time

Immediate insights

Gain instant visibility to patient feedback, scores, and reviews with Feedtrail’s real-time insights. Relias’ healthcare patient experience solution allows you to quickly understand patient sentiment, driving timely and effective improvements.

  • Immediate workflows, notifications, and analytics
  • Instant visibility into patient feedback, satisfaction scores, and experience drivers
  • Easily share timely patient kudos with providers and staff to boost morale

Actionable experience data

Uncover and solve experience gaps with Relias’ analytics tools, a key component of our patient experience management software. Our patient interaction tools provide actionable insights, helping you enhance the overall patient experience effectively.

  • Quantitative and qualitative data to uncover experience gaps
  • Reporting with correlation analysis and AI that analyzes comments and makes recommendations
  • Customizable reporting to easily share metrics and KPIs

Regulatory surveys

Through a partnership with PRC, Relias clients can take advantage of performing regulatory surveys, including CAHPS (H, OAS, ED, CG), ACO REACH, Culture of Safety, and MIPS. Complete your patient experience program and stay compliant.

  • Complete the picture with regulatory and phone call surveying
  • CAHPS (Hospital, Outpatient & Ambulatory Surgery, ED, Clinician & Group), Accountable Care Organization (ACO) REACH, Culture of Safety, and Merit-Based Incentive Payment System (MIPS) surveys
  • Get your scores, then understand the “why” with flexible surveys

Listening, Learning, Improving: The 2024 Patient Experience Report

  • Top 10 patient experience opportunities shaping healthcare in 2025
  • How access, communication, cost, and environment impact patient satisfaction
  • What Net Promoter Scores (NPS) reveal about patient loyalty across different care settings
  • The growing importance of personalized, real-time feedback in improving care
  • Actionable strategies to address patient concerns and drive lasting improvements

Read our new patient experience report

Customers improve outcomes with Feedtrail by Relias

“With our unique patient population, it's imperative we have a tool that lets us customize surveys. Relias is that.”
— Whitman Walker Health
“Real-time service recovery with Relias lets us improve satisfaction in the moment and retain more patients.”
— Central Florida Health Care
“Our old process was super time-consuming for staff. Relias' ease of use is a night and day difference.”
— Partnership Community Health Center
“Relias gives us actionable, prescriptive insights instead of being reactive to negative experiences.”
— Choptank Community Health