We all benefit from sharing our concerns communally. “What, you had the same problem I did?” We say to a friend. “How did you handle it?”
Intermountain Health, provider with 33 hospitals about 400 clinics, wanted to cull information of that type from the many interactions they have with patients—32 million phone calls in Utah alone, according to chief strategy officer Dan Liljenquist.
So Intermountain Health is adopting tools from Qualtrics, a company that analyzes interpersonal communications to “surface customer friction.” Liljenquist says that Intermountain Health plans to use this information to “reduce friction points.”
Although Intermountain Health is a leader in many kinds of medical treatment and patient safety, like most health systems they knew they had room to improve the overall patient experience, but they didn’t have a systematic way to gather all the information about the patient experience from their patient call centers, and they believe Qualtrics can provide that data.
Furthermore, Intermountain Health wants to build customer preferences into each individual’s record so that every caregiver the patient meets with understands fully what they need and where they are on their patient journey.
See this short video for Liljenquist’s description of the new Intermountain Health initiative with Qualtrics to better listen to patients and improve the patient experience.
Learn more about Intermountain Health: https://intermountainhealthcare.org/
Learn more about Qualtrics: https://www.qualtrics.com/
Listen and subscribe to the Healthcare IT Today Interviews Podcast to hear all the latest insights from experts in healthcare IT.
And for an exclusive look at our top stories, subscribe to our newsletter.
Tell us what you think. Contact us here or on Twitter at @hcitoday. And if you’re interested in advertising with us, check out our various advertising packages and request our Media Kit.
Qualtrics covered travel and expenses for Healthcare Scene to attend the conference.
