One of the nation’s top health systems dedicated to innovation across the continuum of care, Ascension aims to drive a more patient-centric culture
Qualtrics the leader and creator of the experience management category,announced that Ascension has selected Qualtrics’ patient experience solutions to help transform how the national health system gathers feedback from its patients and turns those insights into improvements to their experiences.
Ascension is a leading nonprofit, Catholic health system committed to delivering compassionate, personalized care to all, with special attention to vulnerable people and people living in poverty. It operates more than 2,600 sites of care – including 139 hospitals – in 19 states. The health system is looking to better understand where friction points exist within the healthcare experience so it can drive scalable improvements and deliver an unmatched patient experience.
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The healthcare industry is increasing its focus on the needs of patients as consumers. In a recent study, 59% of patients said they wanted their healthcare experience to mirror that of a positive retail experience. In determining their loyalty to a healthcare provider, eight in 10 patients say customer service is the second most decisive factor (after quality of care). Listening to patients and families and improving their experiences – something Ascension has been focused on for years – are key to enhancing tailored access to all, earning patient loyalty, improving system design and providing care to more patients.
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“Given Ascension’s mission to commit to more personalized, compassionate and equitable care for all the populations it serves, Qualtrics is just the right fit,” said Qualtrics Chief Medical Officer Dr. Adrienne Boissy. “As many health systems do, Ascension serves a wide range of communities and patient expectations and needs. Ascension deeply understands the imperative to listen differently and to do something about what it hears. By adopting Qualtrics to help transform the patient experience, Ascension has recognized the time is now for real change, and we are thrilled and honored to be its partner.”
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