New Qualtrics-Epic Collaboration Supports More Empathetic, Personalized Care

Qualtrics experience data can now be embedded into electronic health records through Epic

Qualtrics has entered into a new collaboration with Epic to embed patient experience data from Qualtrics directly into electronic health records, making it easier for providers to offer a more personal healthcare experience.

Epic is one of the largest providers of health information technology in the country, with more than 300 million patient records for health systems, pharmacies, medical schools, retail clinics, and health plans. Qualtrics is the largest provider of experience management across all industries.

This integration comes at a time when consumers are increasingly bringing higher expectations to their healthcare experiences. Qualtrics brings the expertise, AI, and natural language processing capabilities to help providers offer state-of-the-art, personalized experiences to every patient—whether in person at a clinic, during a virtual visit at home, or while checking test results online.

“Healthcare has done a remarkable job advancing the science of clinical care, and now this collaboration will fuse the emotional experience of care – and responsiveness to it – into healthcare delivery,” said Qualtrics’ Chief Medical Officer Dr. Adrienne Boissy. “Being able to bring Qualtrics AI and natural language processing capabilities to the millions of patients Epic touches is game changing as we amplify the value of experiences to patients and providers alike.”

“We are excited that Epic and Qualtrics are partnering to deliver patient-centered care and empathy driving action,” said Julie Spencer Washington, EVP, Chief Marketing, Communications & Customer Experience Officer at Trinity Health. “To improve the patient experience and health outcomes, we need the full picture of every patient, including the emotions involved with each interaction. This partnership will allow healthcare providers to improve listening and deepen understanding with the intention of delivering a more holistic patient experience.”

“This exciting integration between Qualtrics and Epic will drive more holistic, patient-centric care at scale,” said Craig Richardville, Chief Digital and Information Officer at Intermountain Health. “For an enriched patient experience and improved outcomes, healthcare providers must be empowered to understand and act on the entire patient experience, and this collaboration makes that possible.”

“With deep experience across consumer industries, Qualtrics brings a broad perspective to healthcare,” said Alan Hutchison, vice president at Epic, said in a press release. “We create software that connects healthcare to improve outcomes, and Qualtrics provides insights that improve the patient experience. Together, our collaboration will help members of the Epic community exceed patients’ evolving expectations.”

The integration will thoughtfully put patient experience insights at the fingertips of providers and frontline staff, adding an additional layer of understanding to each step in the healthcare journey. For example, if a patient indicates that they are increasingly frustrated with scheduling an appointment, Qualtrics will detect and analyze that sentiment and flag it for the proper teams through Epic, who can then engage the patient, and resolve the issue. By connecting feedback to health data, the partnership enables a more responsive and personal experience, which is core to both relationships and outcomes in healthcare. The integration will also streamline the exchange of data required to satisfy regulatory reporting, like HCAHPS.