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Author: Patty Riskind, Head of Healthcare & Life Sciences, Qualtrics

Healthcare is an industry that is in crisis. Even prior to COVID-19, both patients, and the workers that care for them, exhibited signs of trauma. In fact, 81 percent of patients indicate they are dissatisfied with their healthcare experiences. More than half of the country's physicians and nurses show significant burnout symptoms. Post COVID-19, this already-challenging picture is further burdened with additional pressures. An exhausted coalition of medical professionals must find an effective way of managing urgent and chronic patients, making them a priority amid limited supplies and without the guidance of real-time updates.

Experience Management

Being able to manage the experiences that different segments of the population are faced with relies on both operational and experience data. Using these elements, the four core business experiences -- customer experience, brand experience, employee experience and product experience -- can be both measured and improved.

The process of obtaining and using this critical data, however, is currently reactive, siloed and often redundant. A proactive approach for capturing experience data enables healthcare professionals to rapidly adapt to changing situations by quickly propagating insights that can be continuously understood and acted upon. Doing so helps address the challenges that come with less time, demanding customers, fewer resources and burned-out employees, all which the healthcare industry continues to face.

COVID-19 Operating Framework

COVID-19 has highlighted the change needed in many current experience management programs. A flexible and versatile “XM” Operating Framework for improving experience requires a strategy to address culture change, team competencies, and technology.  This XM framework can enable personalized, actionable and integrated approaches for service and care delivery.

This allows healthcare organizations to build trust with employees and patients at every interaction. By implementing a strategy of listening, analyzing and acting, healthcare organizations empower their workforce to create solutions that are proactive rather than reactive.

The Qualtrics Approach

Qualtrics offers free, customizable and actionable solutions that are designed to address the pressing issues that are facing the healthcare industry due to the unprecedented COVID-19 pandemic. In addition, the solutions are designed to provide a versatile framework that can be applied to the changing healthcare landscape going forward.

These Qualtrics solutions -- which are available to any healthcare organization on a pro bono basis for 90 days – include a pre-screen and routing solution to capture symptoms and route patients to appropriate resources, a dynamic call center script to expand call center capacity, and a healthcare workforce pulse to help assess the resource and communication needs of employees and clinicians.

When they are used together, these components are designed to provide effective and proactive solutions that health systems can use to better manage through the current crisis. The flexibility and versatility of these solutions also lend themselves to future crises as well as daily operations.