Qualtrics Launches Integrated Patient Feedback Tool

Experience management firm Qualtrics has launched a 'Complaints and Grievances solution', to help healthcare clients gather and act on feedback from patients, and improve the quality of care.

US law sets out how health sector organisations should recognise and respond to patient grievances. If a concern cannot be resolved at the point of care or is in a written format, it is normally considered a formal grievance and must be responded to in writing: most healthcare organizations have systems for managing feedback from patients, patients' families and their own employees, but Qualtrics says they are often managed by very small patient relations teams, with fragmented approaches leaving the organizations open to potential financial penalties, legal fees and staff burnout.

The new Qualtrics Complaints and Grievances offering operates within the firm's broader XM Platform, bringing together experience data, automated workflows and dashboards, and promises clients help in standardizing and streamlining management of this feedback. The solution consolidates multiple case management and communication tools into a single system, for an integrated approach that reduces redundancy and streamlines case management.

Dr. Adrienne Boissy (pictured), Qualtrics Chief Medical Officer, comments: 'Imagine the emotional impact a healthcare experience has to have on someone for them to write out a two page letter about it. Part of how we achieve a reduction in harm is being inclusive of emotional harm - not just physical harm - and complaints and grievances are a key data source. With the Qualtrics Complaints and Grievances solution, we take one massive step forward to holistic listening to experience data and have created all the thoughtful, secure design it needs'.

Qualtrics is co-headquartered in Provo, UT, and Seattle, WA; operates out of 28 offices globally; and is online at www.qualtrics.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.