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Qualtrics acquires SurveyVitals, continuing its mission of transforming patient experiences. Learn more

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Operationalise empathy to drive quality improvement and personalised experiences at scale

An experience platform to immediately surface patient and member friction—and guide frontline teams in-the-moment to close experience gaps.

Drive proactive organisation-wide improvement—across care journeys, processes, and teams to deliver superior experiences, all while achieving regulatory and security requirements.

Join the world’s largest healthcare and life sciences organisations in driving industry-leading innovation

Hear from leaders in healthcare and life sciences experience management

Your team of accomplished industry experts building product led solutions

Our team of experts work with providers, payors, and life sciences organisations around the world to help them re-define how they approach experience and inform the innovative solutions that get them there.

Adrienne Boissy

Adrienne Boissy

Chief Medical Officer

A healthcare industry pioneer, Adrienne envisions an integrated patient and employee experience in healthcare powered by empathy, technology, co-design, and evidence-based research. She publishes extensively on the future of experience design and metrics that matter in humane experiences of health. She is a practicing neurologist and the former Chief Experience Officer of the Cleveland Clinic.

Denise Venditti

Denise Venditti

Principal Industry Advisor, Healthcare

Dr. Venditti brings over 25 years of healthcare experience with expertise in patient experience, nursing leadership, quality improvement, and change management. Prior to Qualtrics, she served as a Consulting Director for Vizient, as well as the VP of Patient Experience for the Geisinger Health System.

Richard Shwartz

Richard Shwartz

Life Sciences Industry Practice Lead

For over 30 years, Richard has been focused on optimizing healthcare experiences for patients, clinicians, and the people surrounding and supporting them. He has worked within life sciences organisations, WebMD/Medscape, consultancies, agencies, digital health, and technology solutions that support our journeys from illness to wellness. Richard is passionate about “Experience as a Medicine” and helps organisations understand, adopt, implement, and deliver value through experience management.

Jenny Borst

Jenny Borst

Head of Healthcare Regulatory and Services

Jenny has spent over 20 years building operational infrastructure and customer success teams, focused on partnering with large complex healthcare payor and provider organisations to support Regulatory CAHPS programs aimed to improve the patient experience.

Deliver breakthrough healthcare experiences

Discover what they need, understand how they feel, and predict what they’ll do next with Qualtrics XM.

XM platform is used by healthcare leaders to understand what people are saying about your organisation, wherever they are saying it. The ultimate listening tool, XM easily surfaces insights, from the contact center to the web - and everywhere in between, to help you design experiences that improve satisfaction, loyalty and trust. Find out how we work with: healthcare providers, payers, and life sciences.

Safe, secure, and certified for
the healthcare industry

Our regulatory program experts work with customers to identify all program needs such as CAHPS and Magnet, design an implementation strategy, and ensure compliance of all regulatory programs. This is done in alignment with real-time insights to guide customers toward actionable data to improve outcomes and maximise value-based purchasing.


  • Customer Experience Benchmarks: top brands through XM Institute; segmented by industry including key metrics NPS, CSAT, CES
  • Patient Experience Benchmarks: National healthcare provider dataset with segmentation by facility types, size, nurse/MD, AMC, etc.
  • Internal Benchmarks: Compare results across groups real-time to assess performance
  • CAHPS: Publicly available national benchmarks visualised in platform
  • Magnet Benchmarks: National dataset based on approved questions
    AHRQ Culture of Safety Survey (SOP) survey administration and reporting
  • Vizient Integration: Driving performance improvement with data


  • ANCC-Approved PX and EX Question Set: Qualtrics crosswalk questions approved by ANCC including all 9 categories and national benchmark
  • Segmentation: by size (# beds, # discharges), AMC facilities, specialty (based on MS DRG), custom segments also available
  • Reporting: Dashboards analyse current performance and submission-ready reports that meet Magnet criteria


Ability to offer all regulatory programs:

  • Provider Programs
  • Home Health CAHPS
  • Hospice CAHPS
  • CAHPS for MIPS
  • Health Plan Programs
  • QHP
security compliant logos

See how healthcare experience management works