Memorial Hermann Health System + Qualtrics

Memorial Hermann Health System uses Qualtrics to visualize and understand patient and visitor feedback from a variety of sources. These include real-time surveys, post-visit and discharge surveys, as well as insights gathered by “rounders”—staff who make the rounds in a hospital checking on patients.

In addition to highlighting patient-specific issues, that feedback also alerts the XM team to address key concerns to offer rapid service recovery prior to patients and families leaving our service areas. Once the team identifies a key experience driver such as on-time meal delivery, it’s able to track performance and intervene after a service failure, without even requiring the patient to raise the issue.

The impact has been felt across settings. For example, the team introduced QR codes as a more convenient tool to collect real-time feedback from patients. After introducing these in outpatient and day surgery areas at one of their campuses, they saw an NPS increase of 8.2% and 6.4%, respectively. This approach enabled faster resolution of concerns—often while patients are still on-site—through streamlined Qualtrics workflows.

And to improve the patient journey in the Emergency Department, they introduced an Emergency Department Concierge. Patient feedback collected through ED experience surveys showed a notable improvement in Net Promoter Score (NPS)—increasing by more than 10 points during the EDC’s shifts—while remaining stable at other times. This further demonstrates the direct impact of real-time patient engagement.