Austin Regional Clinic Uses Real-Time Feedback Platform to Boost Patient Experience

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Humm technology delivers early results for regional healthcare provider

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Humm, an on-premise real-time feedback platform has partnered with Austin Regional Clinic (ARC), the largest primary and specialty care network in Central Texas, to boost the organization’s patient experience. ARC is among the first health care providers to implement the Humm feedback platform, which was launched in 2012 with an initial focus on the restaurant and hospitality space.

In late June 2015, the two companies launched a three-month pilot program in three ARC clinics offering patients the opportunity to provide real-time feedback via tablets by answering 5-7 questions about their experience. Pilot locations are testing various modalities, with unique configurations of Humm technology in each, including a standing kiosk in public areas, a tablet handed to patients at checkout, and a table-top tablet in each exam room.

"From the physician to the front desk to the nurse or x-ray tech, all of these interactions together create a patient experience," said Lynae Harrison, EMR Operations Manager at Austin Regional Clinic. “Offering an excellent patient experience is our priority, and we know that the best way to improve experience is to hear directly from our patients and to respond quickly to their needs.”

As feedback sessions are completed, the results are immediately available to clinic managers, allowing them to effectively make improvements and resolve issues on the spot or praise staff for a great job. Just eight weeks after launch, ARC has collected feedback from more than 4000 visits.

“Austin Regional Clinic’s use of Humm showcases their commitment to providing the best patient experience possible, with real-time feedback playing a key role in enabling continuous improvements,” said Bernard Briggs, co-founder and CEO of Humm. “With recent legislative changes and ever increasing competition, providers today face more pressure than ever to deliver exceptional quality of care. We’re excited to help industry leaders like ARC create an experience where every patient receives the best care possible.”

The pilot program is expected to run through the end of September.

About Austin Regional Clinic
Austin Regional Clinic is a multispecialty medical group committed to providing comprehensive healthcare services throughout the greater Austin area. Founded by three physicians in 1980, it now provides health care to over 400,000 area residents in 21 locations in seven cities, including both primary and specialty care. ARC is unique to the Austin area because of the widespread locations, convenient services and quality assurance programs. ARC patients enjoy access to such conveniences as same-day appointments, online appointment scheduling, 24/7 phone scheduling, ARC MyChart patient portal, After Hours Clinics, and nursing services through the night. Most ARC offices also offer on-site radiology and lab services and some offices offer specialty programs such as a travel clinic and weight loss programs. For more information, visit

About Humm
Every day, hundreds of companies rely on Humm to better understand and improve their customer experience in real time. Founded in 2012, Humm’s on-premise feedback platform helps healthcare and hospitality brands quickly collect and take immediate action on customer feedback before they ever walk out the door. Humm Systems is headquartered in Austin, TX and used by more than 300 healthcare and hospitality brands including Yale-New Haven Hospital, Marriott, and Disney, with more than 850,000 pieces of feedback collected to date. For more information, visit

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Molly Wilson