Performance Health Partners
When Avatar Residential Detox outgrew its outdated feedback system, they turned to Performance Health Partners to modernize their approach to patient experience surveys. By implementing a flexible, digital survey platform, they saw a 75% increase in response rates and gained real-time insights that directly shaped care delivery.
This case study explores how structured, accessible feedback tools can drive lasting improvements in behavioral health settings.
The Challenge: Outdated Surveys, Missed Client Insights
Avatar Residential Detox opened its doors with a clear mission: to provide compassionate, evidence-based addiction treatment and mental health services for individuals and families in crisis.
As the organization grew—adding new programs, locations, and layers of complexity—it became increasingly challenging to keep track of how clients were truly experiencing care.
At the center of that challenge was an outdated feedback system.
Patient satisfaction surveys were initially conducted using a patchwork of paper forms, Google Docs, and SurveyMonkey links. Staff members had to distribute physical surveys by hand. Clients often forgot to complete them, lost interest, or simply left before providing feedback. When responses did come in, the data was scattered and unstructured—difficult to analyze and impossible to act on in real time.
“It was frustrating,” recalled Victoria Hewitt, MA, LPC, LCADC, ACS, Director of Compliance and Quality Improvement at Avatar. “We were getting bits and pieces of information, but nothing cohesive enough to drive meaningful change. I was reading every single open-text response, trying to categorize themes by hand. It was time-consuming and subjective. And honestly, we weren’t doing our patients—or ourselves—any favors with that system.”
The stakes were high. In addiction treatment, patient trust and timing are everything. The ability to collect timely, honest, and actionable feedback from clients—especially during emotionally intense transitions like detox discharges or residential intakes—was essential.
Avatar needed more than a form. They needed a solution.
The Solution: Performance Health Partners’ Patient Experience Surveys
As Victoria began exploring patient experience survey tools, she quickly realized that many survey platforms on the market weren’t built with healthcare in mind. The solutions she evaluated felt clunky, overly complex, or geared toward corporate settings—lacking the nuance and adaptability needed for behavioral health.
What Avatar needed was a platform that could handle both structure and sensitivity: one that could deliver usable data without losing the human voice behind the feedback.
That search led her to Performance Health Partners.
“What stood out to me right away was the flexibility,” she said. “In our demo, I remember hearing, ‘We can build healthcare surveys however you want. You can use radio buttons, open text, you name it.’ That kind of adaptability was exactly what we needed.”
But it wasn’t just the functionality. It was the experience of working with a team that understood the realities of client care.
“Every time I reached out, I felt heard,” Victoria added. “The Performance Health Partners team was responsive, supportive, and eager to help us succeed. It didn’t feel like I was logging a ticket into a black hole. It felt like working with real partners.”
Implementation Made Simple
Once the decision was made, implementation moved quickly and with far less friction than Victoria anticipated.
PHP provided best practice templates to customize questions, structure the survey, and route responses appropriately. “Even if you’re not an IT wizard, the process is straightforward,” she said. “And if there was ever something I didn’t understand, someone from PHP was right there walking me through it.”
Once the patient survey tool was configured, PHP’s team provided training and support to ensure smooth adoption. “They didn’t just hand us a link and disappear. They explained every detail—how to create users, make changes, run reports. It was empowering.”
The result was a mobile-friendly, fully customized patient experience survey that could be shared via link or QR code—no login required, no handouts needed.
The Impact: From Fragmented to Fluid
Almost immediately, Avatar began to see results. The new digital format made it easy for clients to provide patient feedback at any point in their care journey—on their own devices, in their own time.
No more misplaced forms. No more chasing people down. No more guesswork.
Survey response rates increased by 75% compared to Avatar’s previous system.
But it wasn’t just about quantity. It was about clarity.
“We now get structured data we can actually use,” Victoria explained. “And we still get that rich qualitative feedback through open-ended questions—but in a way that’s easier to manage and analyze.”
With PHP’s healthcare survey dashboards, Avatar’s leadership team can review results on a rolling basis and formally assess trends during quarterly meetings. That data has informed everything from operational tweaks to larger programmatic shifts, like revamping weekend activities and expanding a trauma therapy track that’s been especially impactful. In other words, they’ve been able to turn insights into action to meaningfully improve patient experience.
“One client shared in their survey just how much our trauma group helped them reconnect with a sense of self-worth,” Victoria said. “That kind of feedback is gold. It helps us understand what’s working and how to do more of it.”
Real-Time Insight, Real-World Change
The healthcare survey tool hasn’t just improved how Avatar collects patient feedback. It’s also improved how quickly they can respond to it.
“Before PHP, it could take weeks to even compile survey results,” Victoria noted. “Now we can look at a dashboard and see trends in real time. If a group of clients expresses concerns about the same issue, we can intervene within days—not weeks, like before.”
That speed has transformed Avatar’s ability to deliver patient-centered care. With insights now integrated into leadership decisions, the survey tool has become an engine for continuous improvement.
Looking Ahead
As Avatar continues to grow, so, too, will its reliance on PHP’s survey platform. The team plans to expand its use across new programs and iterate on survey questions based on emerging needs.
“We’re not stuck with a static form,” said Victoria. “We can evolve the tool as we evolve as an organization. That’s what makes it so valuable.”
Final Thoughts
Performance Health Partners’ survey tool has empowered Avatar Residential Detox to do more than just collect feedback. It’s helped them listen more deeply, respond more quickly, and grow more intentionally.
“I absolutely recommend PHP,” Victoria said. “It’s user-friendly, adaptable, and supported by a team that truly cares. The data we get now is actionable, and it’s helping us become a better version of ourselves, every single day.”
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