Carla Improves Access to Life-Changing Healthcare Services

Carla Improves Access to Life-Changing Healthcare Services

As the Director of Administrative Services at Multiple Sclerosis Association of America (MSAA), Carla had to find a way to ensure clients could easily access the programs they need to thrive.

“Why did we wait so long?”

Once Carla and her team implemented the updated client application process with Formstack, everything changed. Clients are able to quickly and easily fill out registration forms that can be processed in minutes. Services that once took weeks to qualify for can now be provided within days. 

Today, nearly 90% of clients register online to access the wide array of services provided by MSAA. That data is automatically integrated into Salesforce, providing all employees easy access to data with zero manual data entry. Clients no longer have to face difficult barriers to access, and Carla’s team has more time to dedicate directly to the clients, families, and caregivers they serve.

Related Templates

New Patient Intake Form

Get started with this template

Patient health history

Get started with this template

Patient Referral Form Template

Get started with this template

Patient Satisfaction Survey

Get started with this template


Digitized applications

Moved 90% of program applicants into an automated online process

Expanded program access

Hundreds of program applicants can now be qualified in days versus weeks

Saved time

Employees no longer have to dedicate time to manual data entry

Improved data

Eliminated human errors and improved overall data quality

Video Transcript

How have you reimagined work using Formstack?

Once the links were up on our website and people started using it, everybody was just so excited, because they were like "Why did we have to wait so long before we had this?" This seems like something that should have been implemented a long time ago. It was very easy for clients and it's working.

Tell us about yourself!

My name is Carla Foote and I work for the Multiple Sclerosis Association of America. I've been with the organization for more than 27 years.

What were the challenges before using Formstack?

One of our programs that we have is a Cooling Suit Program. That usually really adds up when it starts getting warm out. Well, the paper applications - you would get tens and tens of applications every day and one person is entering all this information. So it would be really backlogged because this is one person entering all those applications and you get maybe a hundred or more applications in a week. Well, now she doesn't have to do that. It's all online. They enter all their information there. They upload their diagnosis and it's just a couple clicks and they're off getting their Cooling Suit.

What outcomes has Formstack helped you achieve?

It's given people more time to dedicate to other projects or tasks, because there isn't a lot of the entering information into the database and there's no filing because all the information is there. We can upload files. The attachments people send get attached to right to their record in the database so there's no need to print any of that information out and file it away.

How have your processes changed with Formstack? 

I would say now it's like 80 to 90% of our applications that come in are all through Formstack, through online, completing your application online, which is great. It really helped out during the pandemic when we didn't have the staff going into the office sending applications.

Would you recommend Formstack to a friend?

Absolutely. Like I said, I felt Formstack was very easy to learn. It didn't take much to create a form and have it up on your website and test them out beforehand. Formstack was very easy to use.

The Multiple Sclerosis Association of America (MSAA) is a leading resource for the entire MS community. Founded in 1970, MSAA is a national, nonprofit organization dedicated to improving lives through ongoing support and direct services to individuals with MS, their families, and their care partners.
Application and Registration Forms
Forms for Salesforce