Patients play a crucial role in providing feedback on their hospital experiences, yet the opportunity to gather feedback in real-time is often missed. Banner Health, despite being at the forefront of digital adoption, recognized the need to improve their patient feedback process. This led to the creation of “Text the CEO,” an innovative system that allows patients to provide feedback during their visits to a hospital or clinic.
Amy Adashek-Pinn, supervisor and senior digital project manager at Banner Health, will be presenting on this groundbreaking initiative at HIMSS25 next month. The goal of “Text the CEO” is to move beyond traditional feedback methods and provide patients with a platform to have their voices heard in the moment of care. This initiative has been widely adopted across Banner Health’s locations, including hospitals, urgent care clinics, imaging centers, and more.
The technology journey to implement “Text the CEO” involved finding a vendor that could support real-time patient feedback, SMS communication between patients and leadership, and a centralized monitoring system. Luma Health’s patient engagement technology was chosen for its success in creating innovative workflows, such as a QR code-based patient check-in process for mass vaccination sites.
The workflow of “Text the CEO” is simple yet effective. Patients scan a QR code to access a prepopulated text message on their phones, which directs them to a short feedback form. The submitted forms are monitored by the team at each location, who can respond to patients in real-time, address any issues, and even arrange in-person visits with leadership if necessary.
One key takeaway from Adashek-Pinn’s session is the importance of reevaluating outdated processes in the patient journey. By embracing digital solutions like “Text the CEO,” healthcare organizations can enhance the patient experience, improve satisfaction, and drive meaningful change.
If you’re interested in learning more about “Text the CEO” and its impact on patient care, don’t miss Adashek-Pinn’s session at HIMSS25. This innovative approach to patient feedback is a testament to the power of technology in transforming healthcare delivery and improving outcomes for patients.
