NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health record (EHR) vendors to partner with in 2016 by Becker’s Spine Review, their team of almost 3,000 employees provides software, training, and support to approximately 90,000 individual healthcare providers at nearly 7,000 organizations throughout North America.
The organization was multi-divisional and did not share a common platform for managing client feedback. The company’s client base—primarily healthcare providers, practitioners, and other stakeholders—were being surveyed independently by divisions and departments, with no centralized ownership of the client experience. Thus, there was no formal structure or process to manage accountability within each team or to collaborate across teams and generate strategic visibility of client feedback throughout the organization.