Tracking the Patient Experience Using Qualtrics at Intermountain Health

We all benefit from sharing out concerns communally. "What, you had the same problem I did?" We say to a friend. "How did you handle it?" Intermountain Health, provider with 33 hospitals about 400 clinics, wanted to cull information of that type from the many interactions they have with patients—32 million phone calls in Utah alone, according to chief strategy officer Dan Liljenquist. So Intermountain Health is adopting tools from Qualtrics, a company that analyzes interpersonal communications to "surface customer friction." Liljenquist says that Intermountain Health plans to use this information to "reduce friction points." Learn more about Intermountain Health: https://intermountainhealthcare.org/ Learn more about Qualtrics: https://www.qualtrics.com/ Find more great health IT content: https://www.healthcareittoday.com/