Case Study: Stanford Health Care improves patient experience with Qualtrics

Stanford Health Care cuts open complaints and grievances by 30% with Qualtrics

Stanford Health Care faced the challenge of providing extraordinary clinical care while struggling with an uneven patient experience. Patients reported difficulties with navigation, communication, and coordination, signaling a need to feel known throughout their care journey. To address this, they partnered with vendor Qualtrics and its Experience Management platform.

The solution involved implementing a Qualtrics-powered system to modernize patient listening, which led to a 30% reduction in open complaints and grievances cases and a ~10% increase in survey response rates. Furthermore, Stanford Health Care co-developed Project Blue Sky, a predictive Experience Operating System with Qualtrics, designed to proactively resolve issues before they impact patients and scale across the healthcare industry.

Stanford Health Care