Qualtrics Announces New Capabilities to Offer a Personalized Healthcare Experience

PROVO, Utah & SEATTLE, Aug. 19, 2024 – Qualtrics, the leader and creator of the experience management (XM) category, today announced new patient and provider care solutions through its ongoing collaboration with Epic. With Qualtrics’ participation in the Epic Workshop, joint customers receive access to products that enable healthcare providers to offer a more immediate and personal experience by pairing patient feedback with health information in Epic at the point of care.

“The electronic health record has become an integral part of how we care for patients today,” said Dr. Adrienne Boissy, Chief Medical Officer at Qualtrics. “So many of us who are committed to caring for patients are spending a significant amount of time clicking and dictating, when what we all really want is intuitive, integrative solutions that make our lives easier and enrich the care we provide. I am thrilled we are taking big steps toward that future together with Epic.”

New capabilities will enable healthcare providers to better understand the patient experience and take immediate action in critical moments

Healthcare providers will be able to capture nuanced and specific feedback about patients’ experiences. Critical feedback will automatically trigger notifications for a healthcare provider to take follow-up actions before issues develop into bigger problems.

Indicators of a patient’s sentiment and emotion captured post-visit or post-discharge will be embedded directly in clinical workflows, enhancing providers’ understanding of patient feedback at key moments such as when patients transition from receiving care as an outpatient to being admitted to a hospital. Negative sentiment can trigger service recovery workflows, empowering healthcare providers to respond to the patient feedback.

At scale, the collected feedback, sentiment and service recovery data can be used to identify patterns and opportunities for ongoing improvement of patient outcomes and the overall healthcare experience.

Patrick McGill, MD, Executive Vice President and Chief Transformation Officer at Community Health Network, expressed enthusiasm for the collaboration: “Our partnership with, and the partnership between, both Epic and Qualtrics marks a pivotal shift in how we innovate, understand, and respond to patient needs. By integrating real-time feedback directly into the electronic health record, we’re planning not only to enhance the accuracy of our care but also deepen the connection with our patients. This collaboration enables us to anticipate patient concerns and act proactively, transforming the way we deliver healthcare into a more compassionate and responsive experience. It’s a significant leap forward in making healthcare truly patient-centered.”

These features will be available for public preview starting in Q1 2025.

Epic is a registered trademark of Epic Systems Corporation.

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 a HITRUST-certified and FEDRAMP-compliant experience management platform, 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 platform that empowers organizations to deliver exceptional experiences and build deep relationships with their customers and employees. With insights from Qualtrics, organizations can identify and resolve the greatest friction points in their business, retain and engage top talent, and bring the right products and services to market. Nearly 20,000 organizations around the world use Qualtrics’ 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. To learn more, please visit qualtrics.com.