Patient Experience Site of Care Solutions

Our Modern Patient Experience Solution

Uncover Patient Insights in Less Time

With expert-designed surveys and pre-built dashboards, you can develop a comprehensive patient 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.

Expert-built Surveys

Get pre-built healthcare patient experience surveys across critical services areas such as Acute Care, Medical Practice, Ambulatory Surgery, and Outpatient Care, designed by experts and proven to help you gain the insights you need to improve the patient care experience:
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:

• Scheduling
• Check-in/Registration
• Hospital Stay
• Discharge
• Billing

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

• Online Reputation Management (ie. social and online review analysis as well as integrations with transparency technology RatingsMD)
• Grievance feedback (e.g. letters, emails)
• Contact center voice analysis
• Advanced text analysis from chat and SMS

Dashboards

Turn data into insights with dashboards and reports ready-built to help you share insights across the organization and start making patient experience improvements today, for example:

• Executive
  • Trends and Internal Benchmarks by Location
  • Inpatient Experience
  • Outpatient Experience
• Hospital Stay Experience
  • Executive
  • Patient Experience Manager
  • Nursing Supervisor
• Digital: Overall Site and App Experience
  • Healthcare Executive
  • Digital Experience Manager

Health systems can benefit greatly by supplementing regulatory programs with a real-time approach to patient experience. Input data from the CAHPS phone and email surveys into the Qualtrics platform and supplement it with real-time insights gathered by administering non-CAHPS patient experience surveys.

As an official HCAHPS approved vendor, Qualtrics can be your long term partner for your CAHPS needs and accelerate time to value with our CAHPS Solution [Link to CAHPS marketplace page].

With Qualtrics built-in patient experience benchmarks, healthcare providers have access to real-time post-care feedback and know where they rank in the market, across critical service areas.

The benchmark is aligned with the Site of Care Solutions for Acute Care, Medical Practice, Ambulatory Surgery, and Outpatient Care and include key metrics such as:

• Net Promoter Score
• Healthcare Experience Index: success, effort, emotion, trust
• Overall satisfaction with most recent encounter
• Perceptions of nurse and physician care delivery
• Flow of care experience

Additionally, benchmarks can be segmented by geography (city, state and region), size by number of beds, discharges and visits, facility type or site of care, and are available for adult or pediatric visits/discharges. The benchmarks are updated on a quarterly basis.

The Qualtrics Health Connect integration helps healthcare and public health providers to seamlessly automate patient experience data flows by connecting Qualtrics and EMR systems like Epic, Cerner, Allscripts, Athena, and more.

Patient experience Site of Care and CAHPS Solutions are available with Qualtrics CustomerXM for Foundational or CustomerXM for Locations licenses.

Health Connect integration can be added-on to a Qualtrics CustomerXM for Locations license.

Website and app feedback and insights can be added-on with a CustomerXM for Digital license.