Case Study: Atrium Health achieves rapid telehealth scale-up while maintaining best-in-class patient satisfaction with Medallia

How Atrium Health uses real-time feedback to adapt to rapid changes in care delivery

Atrium Health, a not-for-profit hospital network managing over 5 million annual visits with 3,000+ physicians and 65,000 teammates, faced an urgent shift when COVID-19 drove an 80% reduction in in-person visits and forced telehealth to scale from fewer than 450 per week to over 23,000 per week. To capture real-time patient signals during this rapid change, Atrium Health partnered with Medallia and deployed Medallia’s experience-management capabilities (real-time feedback, Text Analytics and the Medallia Voices mobile app) to surface actionable insights to clinicians and leaders.

Medallia’s solution embedded patient feedback into day-to-day workflows, enabling rapid training and iterative improvements: 3,000+ providers were trained, 60%+ of Medallia users were frontline providers with over 20,000 provider logins, and Atrium delivered more than 400 telehealth visits every 30 minutes. By using Medallia insights to refine workflows, CRM-stored patient preferences, and targeted training, Atrium Health sustained a virtual visit NPS above 70 and an overall NPS above 80, demonstrating clear, measurable gains in patient satisfaction.

Atrium Health

Tom Laymon

Senior Vice President and Chief of Care Delivery Operations