Intermountain Health Selects Qualtrics to Help Advance Patient, Consumer and Employee Experience Management
07 Februar 2023 - 3:00PM
Business Wire
Intermountain Health has chosen Qualtrics (Nasdaq: XM), the
leader and creator of the experience management category, to create
world-class experiences for its patients, caregivers and all
populations who interact with and consume Intermountain's services
by helping improve how it listens, understands and acts on
experience data.
Intermountain is a nonprofit health system headquartered in Salt
Lake City with 60,000 caregivers serving millions of patients each
year. Implementation of the Qualtrics XM Platform™ is underway to
enable regulatory compliance and data-driven, human-centered
improvements across the organization. With an intelligent system of
action in place, Intermountain will be able to collect feedback
from patients and caregivers across channels in real-time and pull
quantitative and qualitative insights into easy-to-use dashboards
and reports that drive action.
Understanding patient and caregiver experiences is more critical
today than ever before, as hospitals are working to meet demands
for high-quality care amid a challenging economic climate. In an
international study of 9,000 consumers, Qualtrics found 61% of
patients feel that health providers need to do a better job at
listening to their feedback, and 38% of health workers are at risk
of burnout.
With more choices in healthcare, patients are adopting more
consumer-like behaviors and seeking the best experiences in both
in-person care and telehealth. Qualtrics will work with
Intermountain to listen to and analyze patient feedback on their
experiences with in-person and virtual care as well as with
Intermountain’s website and apps, contact center calls, social
media and other digital channels. If negative feedback is received,
the organization will be notified immediately to intervene and
course correct. Automated workflows will help ensure Intermountain
can scale its ability to respond to patients quickly and
effectively. Qualtrics will also help Intermountain develop its
predictive analytics capabilities to anticipate patients’
needs.
“By implementing Qualtrics, we are not only expanding and
improving our system for feedback, we are building a culture of
action for responding to that feedback and improving the lives of
all who interact with our organization,” said Intermountain Health
Chief Strategy Officer Dan Liljenquist.
For caregivers, Qualtrics will expand listening across the
important moments of the employee experience, such as hiring,
onboarding, training, monthly pulses and exiting, to improve
Intermountain’s understanding of its people on an individual level
and at scale. That way, leaders can proactively target points of
improvement, moments of gratitude, and make strategic plans around
well-being and diversity, equity and inclusion.
“Leading healthcare institutions are listening with compassion
to employees and patients, and then honoring their experiences by
taking action,” said Qualtrics Chief Medical Officer Dr. Adrienne
Boissy. “Rather than cutting experience resources in a time of
staffing shortages and budget constraints, visionary leaders like
Intermountain are implementing experience management technology
across settings, data sources and functions to accelerate human
insights and action at scale.”
About Qualtrics XM for Healthcare
Qualtrics helps healthcare and life sciences organizations
design experiences that improve satisfaction, loyalty and trust.
Qualtrics helps organizations deliver a seamless and compassionate
healthcare experience by optimizing the moments that matter most to
patients, employees and communities. Qualtrics delivers the most
comprehensive platform for strategic experience management, helping
healthcare organizations listen to patients and employees on their
terms, uncover what matters most and act quickly to create
meaningful impact. In doing so, experience data can be paired with
quality, operational and financial data to articulate real value.
The AI-powered solutions help leaders understand the key drivers of
patient and employee behavior, predict what they want and automate
actions that make it faster, easier and more efficient to
personalize experiences at scale. Qualtrics is a CMS-approved
vendor for all required CAHPS programs, and the only
HITRUST-certified and FEDRAMP-compliant experience management
platform on the market, so organizations can confidently collect
and analyze data knowing sensitive information is secure. To learn
more, please visit qualtrics.com/healthcare.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is a cloud-native software provider that helps
organizations quickly identify and resolve points of friction
across all digital and human touchpoints in their business – so
they can retain their best customers and employees, protect their
revenue, and drive profitability. More than 18,750 organizations
around the world use Qualtrics’s advanced AI to listen, understand,
and take action. Qualtrics uses its vast universe of experience
data to form the largest database of human sentiment in the world.
Qualtrics is co-headquartered in Provo, Utah and Seattle, and
operates out of 28 offices globally. To learn more, please visit
qualtrics.com.
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Geraldine Lim press@qualtrics.com 951-318-3494
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