Reputation & Survey Management System

CommUnityCare, a nonprofit healthcare organization in Austin, Texas, is seeking a comprehensive Reputation & Survey Management System for its Communications Department through a Request for Proposal (RFP) released on August 27, 2025. The procurement aims to acquire a platform that can monitor and improve patient experience, proactively address patient concerns, and ensure equitable feedback collection across their healthcare services. The system must integrate with Epic EHR, support multilingual survey distribution, and enable sentiment analysis across multiple channels including online reviews and social media interactions. Key requirements include HIPAA compliance, user-level role management, and the ability to generate configurable dashboards comparing experiences across service lines, clinics, and providers. Specific proposal submission requirements include one original proposal, five physical copies, and one electronic copy, with vendor questions due by September 3, 2025, and full proposals due by September 26, 2025. The initial contract term is three years with optional one-year renewals, and bidders must demonstrate experience specifically in healthcare systems, particularly Federally Qualified Health Centers (FQHCs).

CommUnityCare serves approximately 140,000 unduplicated patients annually across 22 locations, with a diverse payer mix of 34% CMS coverage, 54% unfunded services, and 12% insurance and state family planning. While no specific set-aside designations or restrictions on respondent types are explicitly mentioned, the RFP suggests a preference for vendors with extensive healthcare technology experience. The organization requires the selected platform to support comprehensive patient feedback management across its diverse patient population. Interestingly, the pricing proposal document indicates all costs—including setup, planning meetings, training, and monthly platform fees—are listed at $0.00, which could suggest a pilot program, promotional offering, or potential no-cost service. The system will need to integrate seamlessly with CommUnityCare's existing Epic Electronic Health Record (EHR) system, indicating a technical requirement for vendor compatibility and technological sophistication.