XM Solution Guided Program

Patient Customer Experience

Capture feedback in real time to address what really matters to your patients.

COST

Custom Quote

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CORE EXPERIENCE

Customer Experience

CREATED BY

Qualtrics

Health systems and all providers across the continuum can now easily identify drivers influencing patient satisfaction in less time with a pre-built solution designed by healthcare industry experts. We’ll help you deploy a best-in-class, real-time patient experience program to better coordinate care, empower your front line with insights, and truly improve hospital service and patient care.

Jump-start your patient experience program with:

  • Surveys built by industry experts & validated by leading healthcare providers
  • Role- and channel-based dashboards to identify patient insights
  • Closed loop follow up systems to address issues in the moment

OUTCOMES DELIVERED

  1. Gain powerful patient experience insights in less time
  2. Deploy feedback collection mechanisms across all touchpoints to better understand behavior and take action to improve the entire patient experience
  3. Create a roadmap to better capture, understand and improve the voice of the patient
  4. Deliver a premium patient experience to improve CAHPS scores and ensure maximum reimbursement

CATEGORY TAGS

Customer ExperienceXM Solution Guided Programs

Uncover Patient Insights in Less Time

With expert-designed surveys and pre-built dashboards, you can develop a comprehensive experience management program to understand the moments that matter most throughout the patient journey. Get real-time, role-based insights and share them automatically with the right people across the organization to go from insights to improvements – all in less time so you can see value more quickly.

Our Best-in-Class Patient Experience Solution

Expert-built Surveys

Get pre-built healthcare patient experience surveys designed by experts and proven to help you gain the insights you need to improve the patient care experience:

  • Transactional Surveys
    • Digital
      • Website Experience
      • Patient Portal Experience
        • Appointment Booking
        • Lab Results
        • Pharmacy Services
      • App Experience
    • Patient Journey Touchpoints
      • Pre-visit Assessment
      • Doctor Visit Experience
      • Lab Services Experience
      • Imaging Services Experience
      • Retail/Urgent/Walk-in Experience/li>
      • Emergency Room Experience
      • Inpatient Experience
      • Outpatient Experience
      • Post-Acute Experience
      • Specialty Care (dialysis)
      • Patient Reported Outcomes (PROMs)
    • Support
      • Billing Support
      • Scheduling

Qualtrics can measure an entire Clinical Episode to allow you to holistically understand a patient’s care journey.  You can also drill down into specific touchpoints across the patient journey. Examples include:

  • Open heart surgery
  • Joint replacement
  • Childbirth
  • Chronic diseases
  • Cancer

Also, Qualtrics offers many features for non-survey feedback, including:

  • Online Reputation Management (ie. social review analysis)
  • Grievance feedback (e.g. letters, emails)

Dashboards

Turn data into insights with dashboards and reports ready-built to help you share insights across the organization and start making CX improvements today:

  • Executive
    • Trends and Internal Benchmarks by Location
    • Inpatient Experience
    • Outpatient Experience
  • Digital: Overall Site and App Experience
    • Healthcare Executive
    • Digital Experience Manager
  • In-Patient: Hospital Stay Experience
    • Executive
    • CX Manager
    • Hospital Supervisor
  • Support: Post Stay
    • Customer Experience Manager
    • Patient Out-Services Manager
    • Hospital Supervisor

Qualtrics Customer Experience Maturity Model

  1. Deploy CX transactional surveys to assess current inpatient satisfaction with health services
  2. Add feedback mechanisms across digital and support channels and expand across all customer journeys
  3. Deep dive on most important patient journeys (e.g. hospital stay experience, Post Stay Follow Up)

Implementation & Services

A dedicated Qualtrics Implementation Consultant will work with you to provide XM Solution content with custom logo/branding.

Post-deployment, a Qualtrics Customer Success Manager will work with you to make sure your CX program is running smoothly, provide support, and alert you to new features and updates.

Let them be your personal concierge in integrating Qualtrics XM technology with your business.

Implementation services and integrations cost dependent on the number of surveys and dashboard configurations and advanced add-on features.

SOLUTION DETAILS

Required License: Customer Experience 1

LANGUAGES

English

CATEGORY TAGS

Customer ExperienceXM Solution Guided Programs