To better support personalized care, Qualtrics patient experience data will be integrated with Epic to flag potential issues or concerns for patients.
WHY IT MATTERS
Qualtrics said in its announcement Tuesday that the new integration with Epic adds a layer of understanding about patients' care journeys to help create better patient experiences and provider relationships.
If a patient reports scheduling frustrations, Qualtrics can flag it to the appropriate team through the new integration in Epic.
“With deep experience in consumer industries, Qualtrics brings a broad perspective to healthcare,” said Alan Hutchison, vice president at Epic, in a statement. “Together, our collaboration will help Epic community members exceed evolving patient expectations.”
Julie Spencer Washington, executive vice president and chief marketing, communications and customer experience officer at Livonia, Michigan-based Trinity Health, a health care system that operates in 27 states, added that Epic's partnership with Qualtrics' empathy-boosting move ' creates.
“To improve patient experience and health outcomes, we need the full picture of every patient, including the emotions involved in every interaction,” she said. “This partnership will enable healthcare providers to improve listening and deepen understanding for a more holistic patient experience.”
THE BIG TREND
Qualtrics has been able to leverage EHR data before.
Bon Secours Mercy Health uses Qualtrics to capture experience data in Qualtrics and combines it with behavioral data from multiple HR systems to get a unified view of employee feedback.
“We knew there were areas for improvement when it came to employee experience, but tactically we didn't know which areas were most important to them,” said Joe Filigno, vice president of HR strategy and employee experience at Bon Secours Mercy. Healthcare IT news in September.
Filigno said the health care system is considering how it can make changes to the family leave program to improve employee relations.
“Seeing the insights into Qualtrics' benefits gave us good data to recommend pivoting our program from two to eight weeks of family leave, which was well received by all employees,” he said.
ON THE RECORD
“This exciting integration between Qualtrics and Epic will drive more holistic, patient-centered care at scale,” said Craig Richardville, Chief Digital and Information Officer at Intermountain Health, in a statement. “For an enriched patient experience and better outcomes, healthcare providers must be empowered to understand and act on the entire patient experience, and this collaboration makes that possible.”
Andrea Fox is editor-in-chief of Healthcare IT News.
Email: afox@himss.org
Healthcare IT News is a HIMSS Media publication.