Case Study: Community Intervention Services Inc. achieves actionable telehealth insights and improved patient experience with SurveyMonkey

Patient experience data reveals surprising insights around telehealth service

Community Intervention Services Inc. is a nonprofit outpatient provider serving 40,000 patients a year through 1,500 clinicians, focused on care for underserved communities. The organization relies on patient feedback to improve experience, and in March the COVID‑19 pandemic forced a rapid pivot from in‑person care to telehealth, creating new questions about quality and patient satisfaction.

To meet that challenge they used SurveyMonkey to gather timely patient experience data, track Net Promoter Score, and build internal benchmarks. Those insights revealed opportunities for improvement, helped prioritize changes across people, processes, and technology, and supported a stronger, data‑driven organizational culture that creates measurable value.

Community Intervention Services Inc.

Edmund Neuhaus

Chief Clinical Officer