Leading Healthcare Organizations Choose Qualtrics to Improve Patient Experience and Brand Loyalty
July 27 2022 - 8:30AM
Business Wire
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management category, today 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.”
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.
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.”
For more information, visit www.qualtrics.com/healthcare.
About Qualtrics XM for Healthcare
Qualtrics helps healthcare and life sciences organizations
design experiences that improve satisfaction, loyalty and trust.
Qualtrics helps organizations deliver a seamless and compassionate
healthcare experience by optimizing the moments that matter most to
patients, employees and communities. Qualtrics delivers the most
comprehensive platform for strategic experience management, helping
healthcare organizations listen to patients and employees on their
terms, uncover what matters most and act quickly to create
meaningful impact. The AI-powered solutions also help leaders
understand the key drivers of patient, staff and member behavior,
predict what patients want and automate actions that make it
faster, easier and more efficient to personalize experiences at
scale. Qualtrics is a CMS-approved vendor for all required CAHPS
programs, and the only HITRUST-certified and FEDRAMP-compliant
experience management platform on the market, so organizations can
confidently collect and analyze data knowing sensitive information
is secure. To learn more, please visit
qualtrics.com/healthcare.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is changing the way organizations manage and improve the
four core experiences of business—customer, employee, product and
brand. Over 16,750 organizations around the world use Qualtrics to
listen, understand and take action on experience data (X-data™)—the
beliefs, emotions and intentions that tell you why things are
happening, and what to do about it. The Qualtrics XM Platform is a
system of action that helps businesses attract customers who stay
longer and buy more, engage employees who build a positive culture,
develop breakthrough products people love and build a brand people
are passionate about. To learn more, please visit
qualtrics.com.
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Media Contact: Geraldine Lim press@qualtrics.com
951-318-3494
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