Qualtrics powers patient experience transformation for CHRISTUS Health

Tech Intelligence Bulletin (HG Insights) – CHRISTUS Health has selected Qualtrics to transform their patient experience for its health system of over 45 hospitals and 175 clinics and outpatient centers.

CHRISTUS will consolidate its existing patient listening programs, HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) surveys and assessments onto the Qualtrics XM Platform to help build a culture of continuous listening across its health system. As part of its program, CHRISTUS will be able to leverage the predictive Qualtrics iQ intelligence suite on the platform to instantly analyze open text feedback and more deeply understand key drivers of patient satisfaction and behavior in order to drive the right changes along the entire patient journey.

Forward-thinking and modern approach

“At CHRISTUS we strive to be a leader in creating innovative health and wellness solutions to improve individual and community well-being – and Qualtrics’ thought leadership and capabilities in experience management makes them the perfect partner to help us achieve our mission,” said Cristobal E. Kripper Mitrano, MD, MPH, Chief Experience Officer, CHRISTUS Health. “By bringing our patient experience program onto Qualtrics, we will be able to adapt a forward-thinking and modern approach to how we listen and respond to our patients.”

Differentiated patient experience

“Patient trust has never been more critical for healthcare providers as patient expectations and needs are shifting in real-time,” said Susan Haufe, Chief Industry Advisor for Healthcare, Qualtrics. “Qualtrics helps organizations such as CHRISTUS Health manage their in-person and digital patient journeys on a single platform so they can focus on quickly closing the loop with patients. We look forward to working closely with CHRISTUS to create a differentiated patient experience and build a culture of action across its administration.”

All solutions are built on the Qualtrics XM Platform, which maintains the highest security certifications including ISO 27001 and FedRAMP. Qualtrics is also HITRUST certified, which means its technology platform provides customers the tools they need to manage HIPAA compliance.

Qualtrics IPO

Last month, SAP announced its intent to take Qualtrics public through an initial public offering (IPO) in the United States. SAP’s primary objective for the IPO is to fortify Qualtrics’ ability to capture its full market potential within Experience Management. This will help to increase Qualtrics’ autonomy and enable it to expand its footprint both within SAP’s customer base and beyond.

“SAP’s acquisition of Qualtrics has been a great success and has outperformed our expectations with 2019 cloud growth in excess of 40 percent, demonstrating very strong performance in the current setup,” said Christian Klein, CEO, SAP. “SAP will remain Qualtrics’ largest and most important go-to-market and research and development (R&D) partner while giving Qualtrics greater independence to broaden its base by partnering and building out the entire experience management ecosystem.”

A final decision on the IPO and its timing is pending and subject to market conditions.