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HEALTHCARE AND LIFE SCIENCES EXPERIENCE MANAGEMENT

Operationalize empathy to drive quality improvement and personalized 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 organization-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 organizations in driving industry-leading innovation

Hear from leaders in healthcare and life sciences experience management



We wanted to reach the next level of patient experience, and that’s why we connected with Qualtrics.

MD, Chief Analytics Officer

Community Health Network

Telehealth will remain a critical way of how healthcare is delivered in the future. Optimizing the telehealth experience is absolutely necessary.

RN, MBA Executive Director of
Service Excellence

Stanford Health Care

If you have the ability to amplify the voice of the patient, you cannot miss
that opportunity.

MPH, Chief Patient Experience Officer

CHRISTUS Health

As a global health company, we have a heightened focus on employee wellbeing. We’ve leveraged the survey insights to inform us what matters most when it comes to the wellbeing of our employees, so they can be productive and creative and better cope with the stresses
of COVID.

Leader of People Analytics

Johnson & Johnson

Your team of accomplished industry experts building product led solutions

Our team of experts work with providers, payors, and life sciences organizations 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

MD, MA
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

DNP, MHA, RN, FACHE, CPXP, LSSBB
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 organizations, 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 organizations 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 organizations to support Regulatory CAHPS programs aimed to improve the patient experience.

Deliver breakthrough healthcare & life sciences experiences

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

The XM platform is used by healthcare leaders to understand what people are saying about your organization, 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.

Little girl with her mother at doctor's office

XM for healthcare providers

  • Meet regulatory needs while leveraging leading innovations from outside industries, pushing the boundaries on traditional “patient experience”
  • Understand the human behind the experience through omnichannel and unsolicited listening – gaining insight into how your patients feel and what they need in-the-moment, both individually and at scale
  • Empower caregivers and the frontline with complete situational awareness, enabling them up to deliver superior care and re-connect them to purpose
  • One seamless, secure, flexible platform to co-innovate and exceed your patient experience expectations

Healthcare provider programs:

  • HCAHPS
  • OAS CAHPS
  • Home Health CAHPS
  • Hospice CAHPS
  • ICH CAHPS
  • CGCAHPS
  • CAHPS for MIPS
  • PCF PECS
  • ACO REACH

Browse our solutions:
Patient Experience
Employee Experience
Contact Center Experience
Digital Experience
Integrating with your EMR

Senior woman smiles as male insurance agent explains paperwork

XM for payers

  • Understand the holistic member experience and journey, enabling empathy and action at scale.
  • Proactively identify areas of friction and leverage actionable insights to increase satisfaction, retention, and share of wallet.
  • Predict what your members want and automate actions using AI-powered solutions that make it faster, easier and more efficient to personalize experiences.

Healthcare programs:

  • QHP
  • MA & PDP CAHPS
  • HEDIS CAHPS
  • HOS

Browse our solutions:
Health Insurance Experience
Contact Center Experience
Digital Experience
Employee Experience
Brand Perception

Research, experiment and medical trial being done by a scientist in a lab.

XM for
life sciences

  • Leverage real-time actionable insight on the Professional, patient and colleague experience across all touchpoints, identifying experience gaps and addressing them to drive business impact.
  • Inform and accelerate your product roadmap, perception and evolution from inception on with feedback from stakeholders to optimize research and development and commercialization.
  • Understand and address customer sentiment and across crucial junctures in the journey including sciences, sales, self-service, activation, adherence, and advocacy to drive efficiency and effectiveness in engagements.

 

Browse our solutions:
Patient Experience
Employee Experience
Contact Center Experience
Digital Experience

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 maximize value-based purchasing.

BENCHMARKS

  • 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 visualized 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

MAGNET

  • 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 analyze current performance and submission-ready reports that meet Magnet criteria
security compliant logos

Latest healthcare experience
management resources

WEBINAR

Improve patient satisfaction with exceptional experiences

Watch now

BLOG

The ultimate guide to healthcare experience management

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EBOOK

3 steps to driving human-centered healthcare experiences

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ON DEMAND DEMO

Deliver exceptional patient experiences

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REPORT

Healthcare experience trends to watch in 2023

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See how healthcare experience management works