Back to all Customer Stories

Danat Al Emarat + Qualtrics + New Metrics

Designing and implementing a Voice of Patient program

Danat Al Emarat - part of United Eastern Medical Services (UEMedical) - is an internationally-accredited women and children's hospital located in Abu Dhabi, UAE. Danat Al Emarat’s goal is to continue delivering a patient-centric experience in an exceptional environment to the people of the United Arab Emirates and regionally. But before working with Qualtrics and New Metrics, Danat Al Emarat faced a few challenges in different areas which Qualtrics helped improve, including:

+ Limited visibility on CX performance across all touchpoints of the patient journey
+ Data latency in the collection of patient feedback
+ Delays in closing the loop with dissatisfied patients due to manual process
+ Ensuring it exceeds the very high expectations of VIP patients in all areas

Patient experience is all about making the patient feel important, prioritised, and valued. And when we open such lines of communications, our patients tend to share their feedback and concerns more; which we evaluate and use to improve our services. We are proud to be the first facility in the healthcare sector in the UAE to implement the Qualtrics system.

Rasha Fadul, Sr. Patient Experience Ambassador, Danat Al Emarat Hospital – Abu Dhabi

Leveraging the voice of patient program to improve operational effectiveness

The solution
  • Categorised and mapped five end-to-end patient journeys
  • Designed and built custom solution to distribute Qualtrics surveys to align with regional data security and anonymity requirements
  • Combined Danat Al Emarat’s operational data with customer feedback to create insightful Qualtrics dashboards for the executive team
  • Enabled Danat Al Emarat to meaningfully close the loop with dissatisfied customers through Qualtrics ticketing
  • Rolled-out comprehensive knowledge transfer / solution adoption program
The outcomes
  • Holistic view of CX performance across patient journey
  • Ability to develop initiatives based on real-time data
  • Reinforcement of patient relationships through closing the loop mechanism
  • Greater interest at all levels of the organisation to leverage data to enhance patient experience

>85%

doctor’s satisfaction score

+10 NPS

despite COVID-19 crisis

100%

closing the loop with detractors

Why Qualtrics + New Metrics

  Vision & Strategy
  • Align vision, values, and corporate culture
  • Service line focused on experience management
  • Stellar value proposition supporting clients across their full XM journey
Successful Partnership
  • One team approach from day 1 engaging across the full customer lifecycle from sales to execution
  • New Metrics XM consultants and technology consultants leverage the Qualtrics XM Platform to deliver the highest value to clients
  • New Metrics industry and functional consultants ensure adoption and action post-technology implementation
Extend Arm to Qualtrics
  • Local team of consultants engaging with clients throughout the engagements
  • Understand local culture and way of doing business to drive successful programs
  • Embed themselves in the client team enabling program scaling across all pillars of XM

Danat Al Emarat is a world-class specialty women and children’s hospital located in the Emirate of Abu Dhabi

DANATALEMARAT.AE
Share