Case Study: CHRISTUS Health achieves stronger patient engagement and revenue retention with Qualtrics

How CHRISTUS Health is closing the loop with patients to ensure their voice is heard

CHRISTUS Health needed a better way to respond to patients who had negative experiences and to make sure their voices were heard. Using Qualtrics, the health system introduced a closed-loop ticketing process tied to post-visit surveys so team members could follow up directly with patients who gave low likelihood-to-recommend scores.

Qualtrics helped CHRISTUS Health roll the program out across 230 medical practice sites, where it now closes about 80 tickets a day. The follow-up surveys showed strong results: among 432 patients surveyed in 2023, the program helped retain an estimated $108,000 in monthly revenue, raised likelihood-to-recommend scores from 3.8 to 6.8, and left 74% of patients feeling heard and understood.

Christus Health

Brandi Jaco

Director of Patient Experience