Voice of Customer Insights
Voice of Customer Insights
Clients use HealthTrackRx for Next-Morning Results and Antibiotic Stewardship Practices
HealthTrackRx recently conducted a comprehensive Voice of Customer (VOC) Survey, a crucial step in understanding the needs and preferences of our valued customers. This survey aimed to garner insights directly from customers and joint-venture partners, providing us with invaluable feedback to enhance our products and services.
We surveyed 710 respondents, a representative group of our client base across region, specialty, and title, as required for a 95% confidence level with a 5% margin of error. Our goal was to answer the following questions about our business:
Our VOC survey has yielded compelling results, confirming that clients choose HealthTrackRx for next-morning results and perceive smarter prescribing decisions using our results. Here’s a snapshot of the key findings:
- Next-Morning Results: A remarkable 51% of respondents identified HealthTrackRx’s industry-leading turnaround time as the primary reason for choosing our services. Fast results are crucial in guiding treatment decisions, and many noted the role of next-morning results in curbing unnecessary antibiotic use, a crucial aspect of antibiotic stewardship practices.
- Unique Value Proposition: In addition to turnaround time, clients identified the ease of use of our ONE Universal Collection device (16%) and the exceptional support provided by our local representatives (15%) as key distinguishing factors. The HealthTrackRx ONE Universal Collection device was praised for its simplicity and versatility, while our local reps were lauded for their unmatched support.
- Impact on Treatment Workflow: Nearly half of users (48%) reported treating and prescribing based on point-of-care results and adjusting treatment based on HealthTrackRx results the following day if necessary. Even better, 30% of users provide limited treatment and await the results the next day before prescribing antibiotics, and 18% typically wait to treat and prescribe antibiotics until reviewing the HealthTrackRx test results. This proactive approach to treatment highlights the role of HealthTrackRx in supporting informed decision-making and optimizing patient care.
- Antibiotic Stewardship Practices: Since partnering with HealthTrackRx, 80% of users reported using fewer antibiotics and/or improving the accuracy of antibiotic prescribing. Our testing services were recognized as integral components of antibiotic stewardship programs to improve patient outcomes and combat antimicrobial resistance.
- Areas for Improvement: While overall satisfaction levels were high, the survey identified several areas for enhancement, including logistics reliability, EMR integrations, turnaround time optimization, and comprehensive payor coverage. HealthTrackRx is committed to further addressing these areas to enhance the customer experience and already has multiple initiatives underway.
In summary, the insights gleaned from our VOC survey serve as a compass, guiding us toward the right ongoing initiatives to meet and exceed customer expectations. We are committed to transforming how infections are diagnosed and treated, and these findings provide reassurance that we are on the right track.
To ensure the accuracy and reliability of our findings, we will continue to work with our provider partners to gather additional data and conduct in-depth studies to validate and complement the insights gathered from the survey. By combining quantitative data with qualitative insights, we aim to understand the impact multiplex PCR testing with next-morning results and antibiotic resistance guidelines has on patient outcomes and combating antimicrobial resistance.
We will continue striving for excellence and forge stronger, more meaningful relationships with our customers as we work together to achieve our mission of Getting People Healthier Faster.
“Bottom line, it’s all about speed. When we deliver fast results, providers are empowered to make smarter prescribing decisions – or at least, they’re on the right track! These insights from our Voice of Customer survey reaffirm our commitment to delivering unparalleled value and innovation in infectious disease testing. It’s a testament to the dedication and vision of our organization.” – Martin Price, CEO of HealthTrackRx
