Remote Patient Monitoring (RPM) holds the transformative power to revolutionize healthcare, promising significant returns on investment and, more importantly, the ability to drive meaningful improvements in patient outcomes. Yet, countless organizations discover that deploying cutting-edge devices and sophisticated software is merely the foundational step. The real catalyst for success, the "secret sauce" that separates programs that falter from those that flourish, is the comprehensive, end-to-end, and deeply human-centered service support that empowers both clinical teams and patients to not just adopt but truly embrace and benefit from remote care. At HRS, we understand that exceptional service is paramount to achieving these goals.
A Snapshot of Our April 2025 CSAT: Voices of Partnership
In our unwavering commitment to client success, HRS conducted an in-depth Customer Satisfaction (CSAT) survey in April 2025. We sought direct feedback from the individuals who experience our partnership firsthand: 31 executive leaders who shape strategic vision and 87 operational users who interact daily with our ClinicianConnect and PatientConnect platforms. Their insights illuminate the profound impact of our service-forward approach:
- Executive NPS: 46.7. This impressive Net Promoter Score among executive leadership positions HRS far above the healthcare industry average of 27 and the Software-as-a-Service (SaaS) benchmark of 36. This resounding endorsement speaks volumes about the strategic value and trusted partnership HRS delivers at the highest level.
- Operational NPS: 20.7. While indicating a solid foundation, this score highlights our ongoing commitment to elevate the frontline user experience. The valuable feedback from daily users fuels our continuous improvement initiatives.
- Strong Recommendation Rates: Notably, 87% of executive leaders and 79% of daily operational users expressed a likelihood or high likelihood of recommending HRS to their peers. This strong potential for word-of-mouth referrals is a direct result of the exceptional support they experience across our Client Strategy Management, robust logistics, and responsive technical assistance teams.
- Strategic Guidance Driving Satisfaction: Our Client Strategy Managers (CSMs) are more than just points of contact; they are strategic guides. This is reflected in the impressive 4.1 out of 5 average satisfaction rating for CSM guidance on achieving ROI and fostering program growth.
These findings underscore a fundamental principle: in the intricate landscape of RPM, world-class technology must be seamlessly interwoven with comprehensive, readily accessible, and deeply human-centered service at every single touchpoint. It is this holistic approach, putting patients first, that transforms the potential of RPM into tangible results.
HRS: A Partner Built for Growth and Longevity
HRS is uniquely positioned to be a strong and reliable partner in your RPM journey. Since 2012, we have been at the forefront of the RPM revolution, gaining invaluable experience and expertise that sets us apart. We have collaborated with hundreds of clients across all healthcare organization types, helping them build and scale successful RPM programs across a diverse range of over 100 clinical conditions and more than 20 care settings. Our commitment to improving lives has led us to help over one million patients, a scale of impact that no other RPM vendor can match. This industry leadership has been consistently recognized by leading experts, who have acknowledged HRS annually since 2020 for our commitment to customer value and innovation.
The Four Pillars of HRS Service Support: A Foundation for Success
At HRS, our commitment to your success is built upon four core pillars of service support, each designed to address the unique needs of your organization and your patients:
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Deep Patient Support: Nurturing Engagement from the Outset
Sustained patient engagement and unwavering adherence are often cited as paramount challenges in RPM program success. HRS confronts these hurdles head-on with a multi-faceted approach to deep patient support:
- Remote Patient Onboarding: We understand that a positive initial experience is crucial. Our personalized, step-by-step remote patient onboarding ensures each individual is set up for success from day one, minimizing the burden on your clinical staff and fostering patient confidence.
- PatientConnect® Usability: Our intuitive PatientConnect® platform is meticulously designed with the patient in mind. Featuring a user-friendly interface and available in multiple languages, we prioritize accessibility and ease of use, directly boosting patient comfort and long-term engagement.
- Around-the-Clock Technical Support: Technical glitches can be a significant barrier to consistent patient participation. Our readily available 24/7 technical support desk ensures that any technical challenges are addressed rapidly and with courtesy, keeping patients connected and engaged in their care plan.
- Proactive Engagement Tools: We go beyond basic monitoring with a suite of engaging tools designed to actively involve patients in their health journey. Educational videos provide accessible information, interactive quizzes reinforce learning, symptom surveys empower self-reporting, and automated medication and vital sign reminders promote adherence to prescribed regimens.
- CaregiverConnect® App: Recognizing the vital role of family and caregivers, our innovative CaregiverConnect® mobile application equips them with real-time alerts and valuable insights into the patient's progress. This strengthens the patient’s crucial support network and promotes a collaborative care environment.
By proactively addressing both the technical and human elements of patient engagement, we empower your programs to achieve higher levels of adherence – a cornerstone for delivering truly measurable and impactful clinical outcomes.
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Strategic Partnership: Your Client Strategy Manager as a Guiding Co-Pilot
While technology provides the vital data streams in RPM, it is strategic guidance that transforms that raw information into tangible results. Our dedicated Client Strategy Managers (CSMs) transcend the traditional role of account management; they serve as proactive, knowledgeable partners deeply invested in your program's success:
- Co-creating Tailored Growth Plans: Through regular, in-depth quarterly business reviews and the application of data-driven insights gleaned from your program's performance, our CSMs collaborate with you to co-create strategic growth plans. This includes identifying high-value patient cohorts who can benefit most from RPM and optimizing your billing and reimbursement workflows to ensure financial sustainability.
- Alignment on Your Unique Goals: We understand that every organization has distinct objectives. Our CSMs take the time to deeply understand your specific needs and goals, ensuring that our support and guidance are perfectly aligned with your vision for success. As one highly satisfied operational user shared, “Our Client Strategy Manager is wonderful, well-organized, and responsive.”, while another enthusiastically raved, “[Our CSM] is the best CSM we've had with HRS. She understands our needs and is always a pleasure to work with.”
- Maximizing Your Return on Investment: Our CSMs are acutely focused on helping you achieve a significant return on your RPM investment. With an impressive 76.7% of daily operational users rating the guidance received on ROI at a 4 or 5 out of 5, this strategic partnership directly fuels both your satisfaction and your program's financial performance.
This high-touch, collaborative relationship ensures that your RPM program is not only launched smoothly and successfully but continues to evolve, grow strategically, and consistently deliver demonstrable value to your organization and your patients. We strive to be an extremely collaborative partner; as one Virtual Care Director noted, "Their implementation launch process was top notch. The handholding and support that they provide with the implementation process and the ongoing level of project management and executive support are stellar."
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Iron-Clad Logistics & Technical Backbone: Reliability You Can Count On
Operational delays stemming from logistical challenges or frustrating technical hiccups can quickly derail even the most promising RPM initiatives, eroding trust and hindering progress. At HRS, we are committed to providing a robust and reliable infrastructure that allows your teams to focus on what matters most: patient care. We ensure this through:
- Streamlined and Efficient Logistics: Our dedicated logistics team meticulously handles every aspect of device management, from initial ordering and accurate tracking to seamless returns and stringent quality assurance. This commitment to operational excellence has earned our order management system a high satisfaction score of 4.05 out of 5.
- Continuous Improvement in Operations: We are dedicated to constantly refining our solutions and processes based on client feedback. As our CSAT confirmed, "Customers are happy with the notable improvement in logistics services over the last year". We actively listen to your experiences and are relentlessly addressing any feedback regarding equipment quality and the clarity of our communication to further enhance your operational efficiency.
- Responsive 24/7 Technical Support: Platform issues can disrupt clinical workflows and impact patient care. Our readily available 24/7 technical support desk ensures that any technical challenges are addressed rapidly and with courtesy, minimizing downtime and keeping your clinical teams focused on patient well-being. One client shared, “I think the customer service is fantastic.”
Our unwavering commitment to operational reliability provides your organization with the peace of mind that your RPM program is built on a solid and dependable foundation, allowing your teams to concentrate on delivering exceptional patient care, putting patients first, without the burden of unnecessary troubleshooting.
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Continuous Education & Actionable Insights: Empowering Your Team
When it comes to the dynamics of providing healthcare, knowledge is not just power—it's essential for delivering the highest quality of care and achieving optimal outcomes. HRS is deeply committed to empowering your team with the knowledge and insights they need to excel in your RPM program:
- Comprehensive On-Demand Learning Resources: We provide a wealth of readily accessible educational resources, including engaging webinars covering clinical best practices, concise and informative video tutorials demonstrating platform functionalities, and comprehensive best-practice guides that offer practical strategies for program success. This ensures that your care teams and administrators remain up-to-date on the latest advancements and best practices in remote patient monitoring.
- Advanced and Actionable Reporting: Our intuitive ClinicianConnect dashboard, rated 3.97 out of 5 for satisfaction, transforms complex raw biometric data into clear, easily understandable trends and timely alerts. This empowers your clinicians to proactively identify potential patient deterioration early, enabling timely interventions and potentially preventing adverse events.
- Client-Driven Platform Enhancements: We deeply value the feedback we receive from our users. Based on valuable insights gleaned from surveys like our recent CSAT—including requests for richer data visualization tools and more streamlined workflows within the ClinicianConnect platform—we are continuously rolling out strategic platform enhancements designed to elevate usability, improve efficiency, and ultimately optimize your experience.
This continuous cycle of learning, insight generation, and platform improvement ensures that your RPM program remains at the cutting edge of remote care delivery and that your clinicians feel confident and empowered in their ability to provide exceptional patient care.
Driving Tangible ROI & Meaningful Improvements in Patient Outcomes
When service support is as comprehensive and deeply integrated as it is at HRS, RPM programs don’t just function—they truly flourish, delivering significant returns on investment and, most importantly, driving meaningful improvements in patient outcomes:
- Enhanced Reimbursement Opportunities: Our expert guidance on navigating complex RPM billing protocols and the provision of clear engagement metrics in regular quarterly reviews ensure that your practice captures all eligible revenue streams, maximizing the financial sustainability of your program.
- Significant Reduction in Avoidable Readmissions: The combination of timely alerts generated by our platform and the coordinated clinical follow-up facilitated by our robust support model leads to proactive interventions, ultimately contributing to a significant reduction in costly acute-care events and hospital readmissions.
- Measurable Gains in Patient Engagement: Our personalized patient outreach resources, coupled with readily accessible and reliable technical support, foster increased patient adherence to their monitoring plans, leading to higher levels of patient satisfaction and, most critically, demonstrably better health outcomes.
The compelling data from our recent CSAT further reinforces this impact: an impressive 74% of executive leaders rated HRS a 4 or 5 out of 5 on our contribution to achieving their strategic objectives. This powerful statistic underscores the fundamental role that comprehensive service support plays in the sustainable success of any RPM initiative.
Beyond Technology: Embracing a True Partnership
Just as a high-performance engine requires premium fuel to operate at its peak, a cutting-edge RPM platform demands premium, deeply human-centered service to unlock its full potential. At HRS, Putting Patients First is at the heart of everything we do. Our unparalleled experience, commitment to innovation, and dedication to customer success make us the ideal partner to guide you through the complexities of RPM. We meticulously pair our world-class remote monitoring technology with unwavering deep patient support, strategic and proactive Client Strategy Manager partnerships, a rock-solid and reliable logistics and technical backbone, and a commitment to continuous education and actionable insights. This comprehensive, human-first approach ensures that your practice not only realizes a significant return on your investment and achieves remarkable improvements in patient outcomes, but that your RPM program scales effectively and sustainably. With HRS as your trusted partner, you're not just implementing RPM—you're championing a new era of patient-centered care.