Who Relias Experience Management is best for
Relias, a healthcare workforce training company, acquired Feedtrail HealthcareXM in January 2025 and now sells its patient feedback tools as Relias patient experience software, often labelled Relias XM. Feedtrail was named Best in KLAS 2024 for Patient Experience Improvement. The product sends short surveys before, during or after a visit, flags unhappy patients for follow-up, and reports results by location, department and provider.
Best for
- Multi-site ambulatory groups and community health centers tracking experience by location and provider
- Organizations that want to reach dissatisfied patients before they leave or post a review
- Teams that need CAHPS, MIPS or ACO REACH surveys alongside real-time feedback
Not ideal for
- Solo practices that only need a simple post-visit survey or review request
- Buyers who need published pricing or a self-serve trial
- Practices looking for appointment reminders and two-way texting as the main need
Relias Experience Management pros and cons
Pros
- Real-time surveys across text, email, tablet and phone, in multiple languages
- Instant service recovery alerts, including before the patient leaves, with saved response templates
- Surveys tailored by department, care setting, provider or initiative
- Regulatory surveys (CAHPS, ACO REACH, Culture of Safety, MIPS) through a partnership with PRC
- AI comment analysis, correlation analysis and customizable KPIs
- Best in KLAS 2024 for Patient Experience Improvement, as Feedtrail
Cons
- No published pricing
- Product pages do not state HIPAA or BAA terms
- Supported EHR integrations are not named publicly
- Naming varies across Relias pages (Feedtrail, Relias XM, patient experience software), which complicates research
Relias Experience Management pricing
As of October 2026, Relias does not publish pricing for its patient experience software; its pages lead to a demo request. Pricing for survey platforms like this typically depends on the number of locations or providers, survey volume and channels, and whether regulatory CAHPS surveys are included.
Key features
- Real-time surveys: customizable forms and messages at any point in the patient journey
- Service recovery: instant notifications, saved response templates, and tracking of response times and dollars saved
- Flexible engagement: questions by department, care setting, provider or initiative; multilingual surveys and messaging
- Immediate insights: dashboards of feedback, satisfaction scores, reviews and experience drivers, plus patient kudos for staff
- Actionable data: quantitative and qualitative analysis, correlation analysis and AI comment analysis with recommendations
- Regulatory surveys: CAHPS (Hospital, OAS, ED, Clinician & Group), ACO REACH, Culture of Safety and MIPS via PRC
Relias says customers can respond to feedback by assigning training, assessments or competency checks from its workforce platform.
HIPAA, security and integrations
Relias's patient experience pages link to a Privacy Statement and Security Center but do not state HIPAA compliance, BAA terms or certifications. Ask for a BAA and security documentation before sending patient contact details. At acquisition, Relias said Feedtrail integrates with major EHRs, but specific systems are not listed. Relias has a documented integration with Artera, which sends patients a link to a Relias feedback form during their visit.
Relias Experience Management alternatives
- Solutionreach — appointment reminders, recall and two-way texting for dental, eye care and medical practices, if outreach matters more than survey analytics.
- Weave — phone system, texting, reminders and review requests for small practices.
- Luma Health — patient access platform covering scheduling, referrals, reminders and intake.
- Relatient — patient access and self-scheduling for groups, hospitals and FQHCs.
- Televox — automated reminders and outreach campaigns for health systems and physician practices.
