What Healthcare Compliance Teams Want from Regulatory Change Management Software

We want to gain detailed insight into how clients assess the overall value that the software provides to their organizations. Client satisfaction survey questions are broken down into three categories:

• Software features and functionality (dashboard, reports, workflow)
• Client service (support, training, responsiveness)
• Regulatory content (information and tools to implement regulatory changes)

When we began building the client success program, our outreach focused on engagement, relationship building, and resource sharing. Last year, we shifted toward gathering insights and identifying additional content that could help clients.

This year, the focus is on value and satisfaction: What’s working? What isn’t? Both positive and critical feedback are useful. When clients who use the full solution suggest ways to make it even better, that gives us valuable direction.

Surveys were sent to compliance executives and leaders most directly responsible for administering the software within the health system, not to everyone receiving work through the solution.

The only clients who wouldn’t receive the annual survey are those who aren’t fully implemented yet. If they haven’t finished implementing the software, it doesn’t make sense to ask them to evaluate a full year of use. Instead, we gather feedback during onboarding and send an onboarding satisfaction survey once implementation is complete.

We do get granular feedback, like “adjust this particular piece of the software,” but we also see themes specific to improvement in the workflow functionality . This aligns with some of the new builds and user-facing workflow processes that our development team currently has planned in our product roadmap.

Part of our comprehensive engagement process is not only sending out client satisfaction surveys, but also carefully reviewing each individual response.

Keeping Clients in the Loop: How YouCompli Communicates Back

• Concerns are specifically addressed with either follow-up questions or requests to meet.
• If a response relates to something currently planned or actively being worked on, we provide details of where we are in the improvement process.
• If the request is something we're just not able to do, we also identify that and provide the reasons and context as to why.
• Once progress is made or a change is completed, clients receive updates along the way so they can understand how their feedback is being addressed and appreciated.

When people see their suggestions turn into reality, that builds trust.

We get some of our most valuable feedback directly from clients. For example, we've identified requirement workflow functionality that could benefit from streamlining. It will eliminate steps that aren't necessary in certain workflows related to managing task-level work.

Prior to the satisfaction surveys, some of the most significant software improvements began as informal, direct feedback. Ad hoc feedback specific to reporting drove updates to our ready-to-run reports.

We listen to clients wherever we get a chance, but now the surveys capture it in black and white.

Partnering with Client Input on Analytics Development

Updating reporting was a big improvement, but during this survey follow-up, we learned clients were looking for additional metrics accessible in real-time.

The improved analytics capability was a direct result of feedback from a client who actually partnered with us on the development. We shared initial examples of what we’d built, and they gave input throughout that project before we went live last year.

Now we take data that's already in the workflow and report it to compliance leaders in a more valuable way. When we say YouCompli was developed by compliance professionals for compliance professionals, it’s completely true.

This year, the theme is more about finetuning the solution because there isn't significant functionality that the software doesn't already have. The foundation is solid, and clients are getting more specific in identifying further efficiencies they would like to see.

Uncovering Hidden Training Needs for Successful Compliance Teams

Sometimes we work with clients that seem to be doing well and using the software effectively, but their success hides a problem. Maybe one member on that team doesn't really get how to use the solution but is hesitant to share that.

The survey can uncover problems that clients may not feel comfortable raising in a meeting or direct email. In one instance, the feedback was, “I know I’ve been shown how to do this before, but I just don’t remember.” That response prompted us to offer additional support.

We identify a training opportunity with the client, but there's more to it than that. We want to identify opportunities to improve support, add to training materials, and identify any gaps that these questions may shine a light on.

Solving Utilization Mysteries

No two clients use YouCompli software the same way. Some integrate the solution into every department. Others limit access to a small group tasked with sharing information and resources. Some fully utilize the workflow to automate work assignments, while others choose not to.

These differences make it difficult to apply a one-size-fits-all approach when evaluating software utilization. It’s important to measure not only how a client uses the software, but also whether the available workflows, content, and support meet the client’s needs.

Hearing directly from clients puts us in the best position to continue delivering what really helps their organization, staff and patients. By identifying what’s working well along with opportunities to improve, we aim to be a partner focused on helping health systems get maximum value for their compliance programs.

My overall assessment is that, because we’ve made improvements from year to year, our clients’ expectations continue to rise—and our goal is always to rise with them.