Episode Overview
In this week’s episode, Cara is joined by Paul Jaglowski, co-founder of Feedtrail, a real-time insights platform transforming patient and employee engagement. They dive into the inspiration behind Feedtrail, born out of frustration with generic surveys that fail to capture meaningful feedback. Shifting their focus exclusively to healthcare in 2018, the company recognized the power of personalized patient experiences and the game-changing role of real-time feedback. They explore how sharing positive feedback with healthcare providers—an astounding 80% of responses—can boost morale and reduce burnout. The conversation takes a heartfelt turn as the guest shares a personal story about his son’s premature birth and the profound impact of expressing gratitude to nurses. Tune in for an insightful and uplifting discussion on the power of feedback in shaping better healthcare experiences!
Paul Jaglowski is a healthcare innovator and entrepreneur, now a Partner at Relias following the acquisition of Feedtrail, the company he co-founded. As the Founding CEO of Feedtrail, he helped transform patient and employee engagement by pioneering real-time, personalized feedback solutions, earning the company recognition as Best in KLAS 2024 for Patient Experience Improvement. Prior to launching Feedtrail, Paul built a strong foundation in strategy and operations, working as a management and strategy consultant at Booz Allen Hamilton and contributing to fintech startup OnDeck Capital during its IPO preparation. His expertise in customer experience was recognized in 2018 when he was named one of CX Network’s 30 Rising Customer Experience Super Stars Under 30. Beyond his work in healthcare technology, Paul is committed to global impact, serving on the Board of Directors for the Maison Fortune Orphanage in Hinche, Haiti. Now at Relias, he continues to drive innovation, helping shape the future of patient experience and healthcare engagement.
Key Takeaways
- 00:02:12: Paul is introduced as a co-founder of Feedtrail, a real-time insights platform for patient and employee engagement, highlighting the platform's significance and the guest's deep familiarity with it.
- 00:06:35: The inspiration behind founding Feedtrail is discussed, focusing on the inefficiency of generic surveys used by large brands and the need for real-time, personalized customer engagement.
- 00:09:16: The decision to focus exclusively on healthcare since 2018 is explained, emphasizing the importance of personalized patient experiences and the significant impact of real-time feedback in the healthcare sector.
- 00:14:14: The positive impact of sharing compliments and positive feedback with healthcare providers is highlighted, noting that 80% of the feedback collected is positive and that sharing this feedback can significantly boost morale and reduce burnout.
- 00:33:40: Paul shares how his son's premature birth highlighted the power of expressing gratitude to nurses, reinforcing the importance of real-time feedback and appreciation in healthcare.
