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Experience Management (XM) Platform Commentary
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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Featured  Report

Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities
July 2023
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User Commentary

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Manager

Loyalty, Product

We have been asked not to use Google Translate for our patient comments because of HIPAA...

Apr 2024
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Manager

Relationship, Product

The product has been really stable and reliable. Anytime something has not been stable, we have...

Apr 2024
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Manager

Product

Thanks to the system's advanced features, we are getting more specific feedback. We are able to...

Apr 2024
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Manager

Product

We use the tool outside of its scope a little to get feedback in a certain style and from focus...

Apr 2024
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Manager

Product

Qualtrics is constantly working toward trying to improve, especially where healthcare is a newer...

Apr 2024
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Manager

Relationship

We have a good team assigned to us at Qualtrics. We recently had a couple of changes in personnel in...

Apr 2024
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Manager

Value

Compared to our previous vendor and cost, we are mostly getting our money’s worth. The product is...

Apr 2024
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Manager

Relationship

I would recommend the product to a friend, but they would have to have a team that is technically...

Apr 2024
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Manager

Operations

We don't do a lot of formal training with Qualtrics, but we do access a lot of training. Qualtrics...

Apr 2024
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Manager

Loyalty, Operations

The flexibility and the customization in Experience Management Platform are the biggest drivers for...

Apr 2024
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Manager

Operations

Qualtrics assigned us an implementation team, and that was great. We had regular meetings to keep on...

Apr 2024
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Manager

Product

We don't get a lot of feedback about the survey tool itself unless someone says the surveys are too...

Apr 2024
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Manager

Culture

Qualtrics certainly rolls out products that have a cost, but it is always really clear what is...

Apr 2024
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Director

Product

The system lets us send a quick, uber-light survey as soon as a patient's encounter is closed in the...

Mar 2024
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Director

Product, Value

We are able to capture patient feedback within hours of a patient's visit instead of days or weeks....

Mar 2024
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Director

Relationship, Product

With Qualtrics, they give us the product, and everything else is up to us. There isn't much support.

Mar 2024
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Director

Relationship, Product

Qualtrics needs to work hard on developing a benchmark in the healthcare system. They work with...

Mar 2024
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Manager

Product

We believe that getting feedback from patients is critically important for us to understand what is...

Feb 2024
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Manager

Operations

There was a bit of a learning curve with Experience Management Platform because there were...

Feb 2024
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Manager

Relationship

Qualtrics has been very supportive of helping us get to a place where we are feeling more...

Feb 2024
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Manager

Culture

There were a couple of instances when we thought something was included in our contract with...

Feb 2024
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Manager

Relationship

Because Qualtrics is so large, they outsource some of the builds to another company. This other...

Feb 2024
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Manager

Loyalty

We decided to go to Qualtrics because when we started doing research to try and decide whether we...

Feb 2024
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Manager

Relationship

Qualtrics' support team is always available, and we really appreciate that. There are several ways...

Dec 2023
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Manager

Relationship, Product, Value

Qualtrics really helps us prioritize actions, actionability, and action items that will actually...

Dec 2023
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Manager

Relationship, Product

We are pretty progressive in the healthcare space, and there are things that we are always pushing...

Dec 2023
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Manager

Product

With Qualtrics' product, we are able to integrate with our EMR to send surveys in real time. We use...

Dec 2023
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Manager

Product, Value

We have been able to look at the Qualtrics experience as a continuum, not as a siloed thing. The...

Dec 2023
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Manager

Loyalty

One of the reasons we went with Qualtrics was that we were able to consolidate several experienced...

Dec 2023
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Manager

Operations, Product

Sometimes Qualtrics rolls out upgrades without communicating first, so the upgrades are a surprise....

Dec 2023
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Manager

Operations

The ongoing training with Qualtrics is through a self-service platform, so the vendor does offer...

Dec 2023
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Manager

Product

Qualtrics integrates things with our single sign-on system, so users can log in and see their units,...

Dec 2023
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Manager

Loyalty

Qualtrics is partnering with Epic in the future, and we think that is going to be really great...

Dec 2023
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VP/Other Executive

Relationship, Product

Experience Management Platform addresses a very focused need, and there is a good amount of balance...

Dec 2023
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VP/Other Executive

Relationship

I appreciate Qualtrics' values, and I think that the vendor lives up to those values. Qualtrics says...

Dec 2023
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(0)
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VP/Other Executive

Relationship

The work we do with Qualtrics is really rewarding. The vendor is fun to work with because we are...

Dec 2023
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VP/Other Executive

Product

Qualtrics could improve some of their reporting functionalities and their statistical suite. That...

Dec 2023
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VP/Other Executive

Product, Value

The system's tangible outcomes are based on what people put into the system. I love that the system...

Dec 2023
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VP/Other Executive

Product

With the system, we can decide what we are going to ask our patients when we manage and control all...

Dec 2023
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(0)
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VP/Other Executive

Product, Value

The efficiency that we have gained with the system is great. The system reduced the work burden on...

Dec 2023
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(0)
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VP/Other Executive

Relationship, Product

Qualtrics has been doing experience management for 20 years outside of healthcare. Sometimes, it is...

Dec 2023
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(0)
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VP/Other Executive

Operations

Experience Management Platform is so easy, but there is a lot of self-learning involved. There are...

Nov 2023
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VP/Other Executive

Relationship

We have all different levels of executive engagement. That is going well. When our people need help,...

Nov 2023
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(0)
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VP/Other Executive

Loyalty, Product

Qualtrics' platform replaced several different platforms. We had a bunch of stuff. It was not...

Nov 2023
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(0)
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VP/Other Executive

Product, Value

We are improving our overall performance in this space. We measure everything by NPS, and since we...

Nov 2023
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(0)
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VP/Other Executive

Operations

The implementation went extremely well. The technology is working as it should. We aren't letting...

Nov 2023
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(0)
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VP/Other Executive

Relationship

Qualtrics’ ongoing customer support team could give more strategic guidance on the platform. That is...

Nov 2023
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(0)
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VP/Other Executive

Value

I have several examples of Qualtrics avoiding charging us and just doing what needs to be done for...

Nov 2023
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(0)
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Director

Loyalty

We chose Qualtrics because one of the biggest opportunities we saw was the ability to bring humanity...

Nov 2023
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(0)
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Director

Relationship, Product

With Experience Management Platform, we implemented a closed-loop follow-up ticketing system to use...

Nov 2023
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(0)
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Director

Loyalty

Overall, working with Qualtrics has been a wonderful experience for my team. The idea of being able...

Nov 2023
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(0)
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Director

Loyalty, Relationship, Product

The only opportunity for Qualtrics would be the healthcare benchmarks in terms of being able to...

Nov 2023
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(0)
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Director

Loyalty

One thing that was really important to our leaders when we were choosing a patient experience vendor...

Nov 2023
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(0)
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Director

Relationship, Operations, Product

The build that we have done with our dashboards has really been helpful from a leadership...

Nov 2023
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(0)
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Manager

Relationship

Generally, Qualtrics keeps their promises. We feel like some of the things they say they are working...

Oct 2023
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(0)
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Manager

Product, Value

The solution saved us during the COVID-19 pandemic. The thing I like the most about the system is...

Oct 2023
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(0)
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Manager

Relationship

There aren't a lot of things that I would recommend that Qualtrics improve. Both the product and the...

Oct 2023
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(0)
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Manager

Loyalty, Relationship, Product

The system integrates well with our processes. The vendor is also working on something else that we...

Oct 2023
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(0)
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Manager

Product

I think Qualtrics could take over the world if they could do the things that Salesforce does in...

Oct 2023
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(0)
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Manager

Relationship

The quality of the support we receive from Qualtrics is astounding. I tell everyone I can about how...

Oct 2023
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(0)
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Director

Culture

We have a good relationship with Qualtrics. If one thing has changed in that relationship, it is...

Oct 2023
||
(0)
 Thank you  Helpful

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Director

Loyalty, Product

The big thing that Qualtrics is lacking is that they don't have a large comparative database. We...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Operations

The vendor has excellent resources online, and we have access to people who can answer our questions...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

We used to receive more support and executive involvement from Qualtrics. However, Qualtrics had...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Operations

The vendor has excellent resources online, and we have access to people who can answer our questions...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

We used to receive more support and executive involvement from Qualtrics. However, Qualtrics had...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture

We have a good relationship with Qualtrics. If one thing has changed in that relationship, it is...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Product

The big thing that Qualtrics is lacking is that they don't have a large comparative database. We...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

Qualtrics' system is a good platform, and it is definitely flexible. Some of our longitudinal...

Sep 2023
||
(0)
 Thank you  Helpful

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Manager

Culture, Value

We have struggled with being nickel-and-dimed by Qualtrics in the past, but we had some...

Sep 2023
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(0)
 Thank you  Helpful

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Manager

Relationship

Qualtrics has added a lot of specialization to our support. That has been great. The vendor has also...

Sep 2023
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(0)
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Manager

Product

The system is a self-service tool, but it is hard for the average person to use. It is great as a...

Sep 2023
||
(0)
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Manager

Relationship, Product

Qualtrics' system is on an upward trend, but there are probably still going to be certain gaps. For...

Sep 2023
||
(0)
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Manager

Relationship

Qualtrics has regained more ownership of their company. They were part of some big tech company, but...

Sep 2023
||
(0)
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VP/Other Executive

Operations

The HCAHPS team from Qualtrics is great. Qualtrics has a lot of great training on their website, but...

Apr 2023
||
(0)
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VP/Other Executive

Loyalty, Product

When we were looking for patient experience improvement software, Qualtrics' platform seemed to be...

Apr 2023
||
(0)
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VP/Other Executive

Operations

We had multiple teams working on the implementation. We had separate HCAHPS and third-party teams...

Apr 2023
||
(0)
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Related Articles
Article
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Patient Experience Will Require More Than Just CAHPS
20 December 21    |   Adam Cherrington, Dan Czech and Ciera Black Walker
Our Patient Experience Improvement report is a first look at customer satisfaction with the solutions used by providers and payers to improve patient experience.



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