We Heard You—Here’s What’s Changing

Dear PHNTX Community,

At Prism Health North Texas, we believe great care starts with listening—and acting on what we hear.

You’ve been clear:

• “I couldn’t get through on the phone.”
• “It took too long to get an appointment.”
• “I didn’t know how to give feedback.”

We want you to know we hear you—and we’re making changes.

Following our most recent patient satisfaction survey, we’ve taken your feedback seriously. We’ve invested time, resources, and training to improve your experience at every step. This isn’t just about fixing pain points—it’s about building a system that truly works for you.

Here’s a look at what’s already improved, thanks to your feedback:

Faster Call Response

Reaching us by phone is often the first step in getting care—and we knew this was an area where we needed to do better.

Since January, we’ve made major improvements to our Call Center operations:

• We’ve answered 40% more calls.
• Hold times have dropped by an average of over 3 minutes.
• We’re resolving more issues on the first call—cutting down on delays and callbacks.

These improvements come from new leadership, better staffing, upgraded technology, and a renewed focus on compassionate, efficient service.

Quicker Scheduling

We know how important it is to get timely care—especially when you’re sick or new to our services.

That’s why we’ve overhauled our scheduling process:

• New patients and sick visits are now scheduled within 48 hours, whenever provider availability allows.
• On most days, we can offer same-day appointments for Women’s Health and Pediatrics

It’s all part of our commitment to reduce wait times, remove barriers, and ensure you get the care you need—when you need it.

A Better Way to Share Your Experience

We also know that when something isn’t right, you need a clear way to let us know. Whether it’s about billing, scheduling, or how you were treated during your visit—your voice matters.

That’s why we’re working behind the scenes on a new, real-time patient feedback tool. Once launched, you’ll be able to:

• Quickly share feedback from your phone right after your visit
• Let us know what went well—and where we missed the mark.
• Help guide how we improve care moving forward.

This is more than a survey—it’s a better way for us to stay accountable to you.

Continuous Improvement—Powered by You

Since our last patient satisfaction survey, we’ve:

• Strengthened our internal systems and infrastructure.
• Retrained frontline teams across departments.
• Recommitted to a culture of patient-first service.

And we’re not stopping here. Your feedback continues to guide how we grow and improve. It’s helping us build a better PHNTX—one where your voice drives real change.

Thank you for trusting us with your care. Thank you for your honesty. And thank you for helping us become better every day.

Warmly,
Kim Burgan
Chief Marketing & Development Officer
Prism Health North Texas