Qualtrics’ powerful new solution makes it
easier than ever for healthcare organizations to understand what
their caregivers want and respond with empathy, speed and scale
Qualtrics research found that just about half
of nurses and physicians believe in the future of their
organization
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management category, today launched EX25 for Healthcare, a new
methodology that provides hospitals and clinics with key questions
to ask their employees so they can understand what matters most to
their people and take action on what they hear. During this time
when healthcare organizations are dealing with staffing crises,
exhaustion and turnover among nurses and physicians, the ability to
deliver better employee experiences — with empathy, speed and scale
— has never been more critical. By identifying the key drivers of
employee experience and understanding how they differ between
nurses and physicians, healthcare leaders can take meaningful,
timely and empathetic actions on the things that matter most.
EX25 for Healthcare provides a modern framework that enables
organizations to keep a pulse on six key outcomes of employee
experience: intent to stay; engagement; experience vs.
expectations; inclusion; well-being; and burnout. By asking the
right questions at key moments, organizations can understand what
influences the employee experience, and how those signals vary
between nurses and physicians, in order to take informed and
targeted actions that create a caring workplace for all.
In a recent panel study of nearly 5,000 nurses and physicians,1
Qualtrics found that growth and development and strategic alignment
are two of the top five drivers behind both nurses’ and doctors’
intent to stay with their organization. Yet when asked about growth
and development, just about half (49%) of nurses and (56%) of
physicians reported being able to meet career goals. Similarly,
when asked about strategic alignment, only one in two (48%) nurses
and (51%) physicians reported believing in the future of their
organization. The research also shows differences between nurses
and doctors. Nurses’ intent to stay in their jobs is influenced by
the extent to which managers care about their well-being as well as
their ability to innovate and manage change. Whereas physicians’
intent to stay is influenced by the organization’s commitment to
pay for performance, ethical care delivery and psychological
safety. Just 55% of nurses reported that their manager cares about
their well-being and only 35% of physicians reported that their
organization is committed to pay for performance. With more than
half a million U.S. healthcare workers quitting their jobs over the
past two years2, and nearly one in three planning to leave within
the next year, the imperative to listen and act decisively has
never been greater.
By identifying the top dimensions affecting employee experience,
EX25 helps healthcare organizations go beyond engagement to amplify
empathy by prioritizing the most important focus areas to improve
retention. Nurses and physicians want to meet their career goals so
managers and leaders should focus on regular performance and
development conversations. In order to influence nurses’ intent to
stay, encouraging managers to express care and concern for nurses’
well-being would improve their work experience and leaders should
also focus on creating a work environment where nurses are
encouraged to innovate to improve existing processes and feel
supported in adapting to organizational change. For physicians,
actions to ensure the organization is committed to pay linked to
performance, ethical care delivery and creating a climate of
psychological safety would most influence their intent to stay.
“Empathy for patients starts with empathy for physicians, nurses
and all other caregivers,” said Qualtrics Chief Medical Officer Dr.
Adrienne Boissy. “The organizations that act with empathy will
maximize retention and attract top talent during this crucial time
of fatigue and turnover among healthcare workers. Our EX25
methodology empowers healthcare organizations to understand the key
drivers of employee experience across roles and departments, and
then act with empathy, speed and scale.”
Community Health Network improves the caregiver experience
with Qualtrics
Community Health Network, an Indiana-based integrated healthcare
network with eight acute care and specialty hospitals and over 200
additional sites of care, was one of the first adopters of EX25 for
Healthcare. The leadership team wanted to quickly deploy a solution
that would help them understand the relationship between various
aspects of their employees’ experiences and then take targeted,
timely actions to improve the caregiver experience for its valued
workers.
“Our intention behind adopting EX25 was clear from the
beginning: we want our caregivers to have the best experience
possible,” said Karly Cope, vice president of talent management at
Community Health Network. “The pre-set questions allowed us to move
quickly, and we were able to pick the questions most applicable to
our organization. It’s an intuitive platform, so we’re able to use
fewer resources to measure and analyze and instead focus on the
actions that make a difference to our people. Qualtrics has
completely changed the way we envision the future. We have so many
ideas about how we can use this data to drive improvements.”
About EX25 for Healthcare
EX25 for Healthcare is an industry-leading approach to measuring
and optimizing the employee experience in healthcare. With
flexibility and in-moment listening, it tracks six employee
experience outcome metrics: intent to stay; engagement; experience
vs. expectations; inclusion; well-being; and burnout, to help
leaders understand the top signals that drive the most impactful
experience for nurses and physicians. By developing a systematic
approach to listening and acting upon these key performance
indicators, healthcare leaders can create a culture of caring and
high reliability by:
- Leveraging enhanced analytics to quickly identify and act on
the top drivers of employee experience to improve quality, safety,
experience and retention
- Checking in with employees at various points throughout their
employment in the channels they prefer
- Creatively engaging teams in brainstorming their own experience
solutions and prioritizing the ones of greatest impact
- Understanding how experiences and drivers vary across key
roles, such as nurses and physicians
To learn more about EX25 for Healthcare, see here:
https://www.qualtrics.com/ebooks-guides/ex25-for-healthcare/.
To learn more about the recent panel research in healthcare, see
here: https://pxjournal.org/journal/vol9/iss2/9/.
About Qualtrics XM for Healthcare
By optimizing the moments that matter most to patients,
employees and communities, Qualtrics delivers the most
comprehensive platform for empathic, strategic experience
management. Qualtrics XM for Healthcare helps hospitals, health
providers, retail, payer and life sciences organizations design
experiences and products that create joy, build loyalty and earn
trust. This includes deep listening to structured and unstructured
data from any source, enhanced analytics of emotion and content to
discover what matters most and quick actions through a myriad of
integrations 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 is Magnet approved. Qualtrics is 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.
- Pangallo A, Atwell T, Roe K, Boissy A. Understanding modern
drivers of the employee experience in healthcare. Patient
Experience Journal. 2022; 9(2):46-61.
- U.S. Bureau of Labor Statistics, April 2022
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version on businesswire.com: https://www.businesswire.com/news/home/20220810005259/en/
Geraldine Lim press@qualtrics.com 951-318-3494
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