Case Study: Intermountain Health builds trust across the care journey with Qualtrics

Transforming healthcare journeys building trust with caregivers, patients, and consumers at every step

Intermountain Health partnered with Qualtrics to transform healthcare journeys by better understanding the experiences of caregivers, patients, and consumers. Its challenge was to identify friction points across millions of interactions and build trust by improving every step of the journey, from website navigation and check-in to caregiver well-being.

With Qualtrics, Intermountain Health mapped key touchpoints, expanded feedback collection through surveys, digital interactions, and contact center calls, and created a Consumer Experience Index to track goals, ease, and emotion. Using these insights, Intermountain Health improved website and call-center experiences and made caregiver policies more inclusive; the unified data showed that stronger caregiver support improved patients’ perceptions of teamwork, trust, and care.

Intermountain Health

Heather Brace

Chief People Officer