Dive Brief:
- University of Utah Health saw a 100% increase in patient feedback since implementing Qualtrics XM platform, an experience management system, Qualtrics announced Thursday.
- The healthcare system was able to increase the number of comments it received in a week from 3,000 to 7,000, according to Dan Lundergan, CEO at U of U Health Hospitals and Clinics.
- Those comments are then turned into actionable insight. “University of Utah Health not only actively listens throughout the patient journey, we’re taking it one step further, and taking real-time action to improve the patient experience without over-burdening our caregivers,” Lundergan said in a prepared statement.
Dive Insight:
Prior to the implementation of Qualtrics XM, U of U Health would send its patients satisfaction surveys after they had left the facility. Those surveys provided some insight, but leaders at the medical center realized they were missing important feedback to improve patients’ experience.
Through the platform, U of U can share feedback in real-time and can get feedback to the right staff member — whether that’s a doctor, nurse, therapist or custodian — so they can act on them in a timely manner, according to Mari Ransco, senior director of patient experience at U of U Health.
The hospital provided an example of a patient responding poorly to a medication. That patient could provide feedback that their heart was racing and they were feeling anxious, and that information would be sent to a doctor who could adjust the prescription.
“It's one thing to have feedback sitting in your computer system or in a dashboard, it's totally different if it can be in the hands of someone who can actually do something about it,” Ransco said in a prepared statement.
The healthcare provider is also able to analyze themes in the feedback to make systemic changes. Among the changes the medical center is looking to implement are investing in online scheduling and improving its communication with patients.
