Case Study: Tufts Medicine improves patient experience with Qualtrics

Moving beyond post-care surveys to understand the end-to-end patient experience

Tufts Medicine, a Boston-based health system, wanted to move beyond post-care surveys and better understand the end-to-end patient experience. With Qualtrics, the organization sought to capture more representative feedback across a diverse patient population, reduce friction in care journeys, and help clinical teams respond more effectively to patient concerns.

Qualtrics implemented a technology-enabled patient experience program that added pre-surgery outreach, automated follow-up for lower ratings, multilingual surveys in nine languages, translated open-text comments, and customized dashboards with automated analysis. As a result, Tufts Medicine improved access to patient insights, enabled faster service recovery, and reported more positive experiences and reduced friction in performance trends.

Tufts Medicine

Therese Hudson-jinks

Chief Nursing Officer