Leading Healthcare Organizations Choose Qualtrics to Improve Patient Experience and Brand Loyalty

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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