Case Study: Memorial Hermann Health System improves patient experience with Qualtrics

How Memorial Hermann Health System spots experience gaps—and closes them

Memorial Hermann Health System needed a better way to spot and close patient experience gaps beyond clinical outcomes, using Qualtrics to gather and understand real-time feedback from patients, visitors, post-visit and discharge surveys, and hospital staff “rounders.” The goal was to identify issues earlier and improve the overall patient journey before people left the health system.

Qualtrics helped Memorial Hermann Health System streamline feedback collection and service recovery with workflows, QR codes, and experience surveys. As a result, outpatient and day surgery areas saw NPS increases of 8.2% and 6.4%, and an Emergency Department Concierge initiative drove NPS up by more than 10 points during those shifts, showing faster resolution and measurable improvement in patient experience.

Memorial Hermann Health System

Alex Greengold

SVP and Chief Consumer Experience Officer