Voices: Paul Jaglowski, Partner, Experience Management, Relias

August 16, 2026 - 06:36

For behavioral health, applied behavior analysis, and intellectual and developmental disability providers, collecting feedback from clients and families is only the first step. The real challenge lies in what happens after the survey closes. Too often, experience data sits in dashboards, reviewed quarterly and then forgotten. That approach misses the entire point of gathering it in the first place.

Paul Jaglowski, Partner in Experience Management at Relias, argues that data only has value when it leads to action. In a field where care is deeply personal and outcomes depend on trust, listening without responding can actually damage relationships. Families want to know that their input shapes the services they receive. When they see no change, they may stop sharing honest feedback altogether.

The key is closing the loop. That means not just analyzing scores, but identifying specific, actionable improvements. For example, if multiple families mention difficulty reaching staff after hours, the solution might be a new communication protocol, not just a note in a meeting. Small, visible changes build credibility.

Providers also need to move from lagging indicators to real-time insight. Waiting for a quarterly report to spot a problem means weeks of missed opportunities. A system that flags concerns as they arise allows teams to intervene quickly, before a small issue becomes a reason to leave.

experience management is not about collecting more data. It is about using what is already there to make care better, one decision at a time. The providers who succeed will be those who treat feedback as a starting point, not a finish line.