Qualtrics Chosen by Leading Healthcare Institutions to Elevate Patient Experience

Qualtrics, the leader and creator of the experience management category, announced that dozens of leading healthcare organizations, including Banner Health, CHRISTUS Health and University of Missouri Health Care, selected Qualtrics solutions in the second quarter of 2022 to create phenomenal experiences for patients, members, caregivers and staff.

“The world’s top healthcare organizations rely on the Qualtrics XM Platform™ to drive experience management transformation that listens in every way possible, runs intelligent analytics and then drives action for maximal impact on patient, employee and member experience at scale,” said Qualtrics Chief Medical Officer Dr. Adrienne Boissy. “We bring together leading technology, industry expertise, experience research and success teams to partner with our customers to create the best in class experience management programs they need to compete on experience, to build trust and brand loyalty, and to drive revenue and lifetime value.”

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According to recent Qualtrics research, 41% of healthcare customers switched brands due to a negative customer service interaction. Patients expect ease, empathy and personalized experiences when accessing care. Qualtrics CustomerXM (CX) solutions for patient experience management transform regulatory programs into real-time insight, capturing feedback wherever it’s being shared and initiating action to improve experiences before they impact ratings, brand perception or patient trust. At the same time, caregivers’ experiences are impacted by widespread staffing crises and workplace violence. Qualtrics EmployeeXM (EX) solutions make it easy to gather, analyze and act on staff feedback, enabling healthcare leaders to immediately recognize staff when they get favorable patient feedback and identify problems that can be addressed quickly while also focusing on what’s needed to improve engagement and retention over time.

In the second quarter, the following healthcare organizations chose Qualtrics to create a more empathic, emotionally connected healthcare experience that drives value for patients and caregivers alike:

University of Missouri Health Care (MU Health Care) is an academic health system with more than 6,000 physicians, nurses and health care professionals in 80 specialties serving 240,000 patients each year. To be truly patient-centered, MU Health Care knew it needed to modernize its patient feedback process and it turned to Qualtrics for its flexible and customizable XM platform. The CX solutions for patient experience management will enable the health system to personalize patient experiences across its different care environments. With more credible patient experience data, deeper analytics and more actionable insights, MU Health Care aims to enhance patient care and build loyalty.

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Integrated Behavioral Health Network (IBHN) is a network of behavioral health agencies that work together to share best practices to improve patient care quality and clinician work environments while lowering the cost of behavioral health care. With siloed data across seven organizations spanning 66 locations around Iowa, IBHN chose Qualtrics to help standardize its patient experience data onto a single platform in the cloud. Creating one digital source of truth will enable the network to identify points of friction and blind spots, and improve the patient experience. IBHN will start with the patient discharge process, and plans to use Qualtrics to analyze the patient journey across locations and respond where needed.

Scarlet Health®, an on-demand, mobile laboratory specimen collection service, is revolutionizing the traditional phlebotomy model. When the New Jersey-based organization decided to launch a CX program and track the complete customer journey, the team selected Qualtrics to help better understand patients’ digital experiences to provide a premium health care experience. In the future, Scarlet Health plans to combine collected healthcare provider and phlebotomist feedback with CX and EX data to gain a holistic understanding of where the company can take action to help improve its patient and employee experience.

“With Qualtrics providing innovative solutions and actionable data insights, we’re better able to enhance patient loyalty and build a culture that values experience management across the University of Missouri’s hospitals and clinics,” said MU Health Care Chief Patient Experience Officer Kevin Gwin. “This is another step for us to become more like the best consumer-focused brands in the world, and I look forward to the impact this transformation will have on us and the patients and families we serve.”

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