Delivering tailored experiences in healthcare

Experience is a differentiator, and nowhere does this hit closer to home than in healthcare, when patients are increasingly bringing expectations they’ve formed from interactions with other industries like retail or hospitality. The improved and personalized interactions they have with these other companies have them wondering why healthcare can’t do the same. Experience management is increasingly imperative in healthcare, and Qualtrics is leading the way in collaboration with industry leaders. 

Follow Qualtrics Chief Medical Officer Dr. Adrienne Boissy for the latest expertise and insights on operationalizing human-centered experiences and empathy in healthcare. 

Qualtrics and Vizient partnership shows connection between patient experience and patient outcomes 

Healthcare organizations have historically relied on siloed, retrospective data to measure performance and patient sentiment. A new partnership between Vizient and Qualtrics will introduce a dynamic, forward-looking approach, allowing healthcare organizations to proactively manage performance and address clinical challenges before they manifest in data, and drive continuous improvements that evolve to meet changing patient expectations and clinical environments.

An initial analysis of data from University of Utah Health, Memorial Hermann Health System, and Stanford Health Care demonstrated the impact of experience on patient outcomes. For example, patients having a positive perception of communication with their caregivers was significantly associated with reductions in length of stay, 30-day readmissions, and emergency room visits.

New capabilities empower providers to offer a personalized healthcare experience

Qualtrics recently announced new capabilities that will enable healthcare providers to better understand the patient experience and take immediate action in critical moments. Providers will be able to capture nuanced and specific feedback about patients’ experiences, and critical feedback will automatically trigger notifications for a healthcare provider to take follow-up actions before issues develop into bigger problems. At scale, healthcare organizations can use the collected feedback and service recovery data to identify patterns and reveal opportunities for ongoing improvement of patient outcomes and the overall healthcare experience.

Protecting personal health information and patient data as technology advances

As technology plays an increasing role in analyzing healthcare data to understand and improve patient experiences, it’s crucial to safeguard patient data and comply with regulations. Qualtrics’ security and privacy features can help providers build trust with patients and mitigate risks by helping healthcare organizations safeguard Protected Health Information (PHI), protect patient privacy, and achieve Health Insurance Portability and Accountability Act (HIPAA) compliance. 

AI can be a powerful tool in analyzing data to deliver personalized patient experiences. When leveraging AI, Qualtrics protects patient privacy with robust anonymization techniques to remove personally identifiable information. Qualtrics conducts model risk assessment checks, including bias and fairness testing, to ensure that data is not skewed before certifying AI models for customer use.

What else is new?

Need a primer on what to look for in an experience management platform? The Qualtrics XM Institute has you covered. Its experts identified the key pillars for an effective XM technology platform that enable organizations to understand how people interact with them in order to continuously adapt and improve. An XM platform must be able to: gather data by listening at various touchpoints one has with an organization; provide meaningful, role-specific insights so users understand the data; enable the organization as a whole to act on the insights it has gathered; and have the necessary infrastructure to continue to operate as the organization’s XM efforts grow. Read more in the first of a series on XM technology from XM Institute. 

Employee listening in the age of intelligence. Research into sentiment on organizations using unsolicited and unstructured data - think public chat channels, emails to team members or declining a meeting - found HR leaders underestimate employee comfort with this kind of “passive listening.” The caveat: they need transparent communication and control over their data still to be willing to opt in. Read on for additional insights and recommendations on implementing a passive listening program. 

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