Humm Helps MedSpring Urgent Care Improve Patient Experience

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Real-time feedback platform speeds improvements across 33 nationwide locations.

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Humm, an on-premise real-time feedback platform, and MedSpring Urgent Care, today announced a partnership aimed at improving the patient experience through the use of Humm-powered feedback tablets in 33 locations across the country. After a successful pilot launch at three MedSpring locations in mid-June 2015, MedSpring has deployed Humm in all of its urgent care centers nationwide, including locations in Austin, Boston, Chicago, Dallas and Houston.

MedSpring has always been committed to gathering patient feedback, but paper surveys provided insight long after the patient had departed, leaving little room for meaningful improvement. Now, every MedSpring patient has the opportunity to provide instant feedback via Humm-powered tablets, provided to the patient at the end of every visit. The tablets come pre-loaded with 7 questions that gauge satisfaction across a number of areas, from wait times to facility cleanliness and quality of care. Completed feedback sessions are sent to MedSpring center directors in real-time, enabling immediate action and improvements across the business. Feedback sessions are also tracked over time, with daily and weekly reports that allow the centers to uncover trends, opportunities for improvement and best practices.

“MedSpring’s DNA is built on delivering an exceptional experience for its patients and guests.” said Nerissa Sardi, Vice President of Marketing at MedSpring Urgent Care. “Humm was the best solution available to help us consistently deliver on that promise by providing us with a way to streamline our feedback loop and quickly take steps to improve when we see we may be missing the mark.”

To date, MedSpring has utilized Humm to collect more than 91,000 pieces of feedback from patients. With the intelligence gathered via Humm, MedSpring has been able to reach out to patients within minutes of them voicing a concern. The instant feedback also allows center staff to more rapidly address operational issues like center temperature or wait times.

“MedSpring has a long-standing commitment to patient satisfaction and transparency, as evidenced by the public reviews posted to its website,” said Bernard Briggs, co-founder and CEO of Humm. “We’re excited to help them move beyond reputation management to experience management with instant patient feedback. Now, MedSpring can take action and improve the patient experience, all in real-time.”

About MedSpring Urgent Care
MedSpring Urgent Care focuses on delivering quality medical care, exceptional service and great value to patients. MedSpring operates 33 centers in Austin, Boston, Chicago, Dallas and Houston. For more information, including thousands of patient reviews and cost-savings compared to an ER, please visit http://www.medspring.com.

About Humm
Every day, hundreds of companies rely on Humm to better understand and improve their guest 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 guest feedback before they ever walk out the door. Humm 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 every month. For more information, visit http://www.hummsystems.com.

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Molly W. George