Healthcare IT Today June 26, 2024
Qualtrics is a data collection and analysis platform that’s used by many in health care, focused on “experience management.” In this video, Adrienne Boissy, MD, Chief Medical Officer, explains that good treatment depends on empathy—even on love. Leading organizations (the Mayo Clinic is mentioned in particular) use data to measure patient experience and ask whether employees are “living your values.”
Traditionally, she says, only 21% of patients fill out CMS’s Consumer Assessment of Healthcare Providers & Systems (CAHPS) surveys, routinely distributed by hospitals. Paper surveys are hard to distribute, collect, and combine for analytics. Online data collection, particularly when done through patient portals, are more productive.
One level of handling the patient experience is to react quickly and empathetically to...
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