Medallia, the global leader in customer and employee experience and engagement, announced a packaged solution to enhance patient experience at ambulatory health systems, those that provide medical services on an outpatient basis.
Chris Branner, MD, MPH, Speciality Medical Director, Urgent Care Services, Atrium Health, said: “What we increasingly understand is the relationship between patient experience and patient outcomes.
“Medallia helps to give real-time feedback in color, text, and graphs about what our patients are telling us about their experiences in our urgent cares. Without Medallia we would continue to look at patient experience through a backwards-facing lens.”
Ambulatory care is one of the fastest-growing segments in healthcare with a projected revenue to reach $36 billion by 2023. Medallia’s Ambulatory Patient Experience Suite engages care teams at key moments during the patient journey by gathering instantaneous feedback and insights across all channels, surface insights to the appropriate teams, and provide recommended actions for a better patient experience.
Toni Land, Head of Clinical Healthcare Experience, Medallia, said:
“With Ambulatory Care being one of the most competitive segments within healthcare today, providers can differentiate themselves, grow their business, and improve health outcomes by delivering better patient experiences.”
The solution includes:
- A video communication platform to prioritise high-risk patients, address service recovery needs, and give patients an opportunity to leave feedback throughout the process
- Contactless SMS communications to safely and securely schedule appointments and engage patients pre and post visit
- Real-time feedback mechanism on patient experiences throughout the entire patient journey whether digital, telehealth or in-person
- Text analytics to identify themes and trends across the entire patient population with the use of AI and machine learning.
