Emergency Department Experience Package

Summary

With 30% of people avoiding or delaying medical care due to COVID-19 concerns1, treatable conditions are quickly becoming medical emergencies. Having the ability to capture patients’ feedback and respond to concerns for providing a safe and comfortable environment amidst the pandemic, health systems will be able to optimize emergency room utilization rates while improving healthcare outcomes.

To meet evolving patients’ needs, Medallia leveraged learnings from Patient Experience leaders to design an effective, high-touch emergency care experience program. The Emergency Department Experience Best Practice Package (BPP) targets patients at key moments to gather instant feedback across all channels, surface insights to the appropriate teams instantaneously, and provide recommended actions for a better patient experience.

1https://www.mayoclinic.org/diseases-conditions/coronavirus/in-depth/safe-emergency-care-during-covid-19/art-20487829

What’s Included:

• Survey templates with recommended questions curated from Patient Experience leaders to guide feedback at critical points during the patient experience
• Ability to capture feedback through an always-on, intercept, embedded, in-app, or Digital Anywhere across an omni-channel journey
• Turn instantaneous feedback into action by identifying areas for improvement and leveraging insights for caregiver coaching opportunities
• Combine feedback with operational data (EMR data, staffing data) to create a 360-degree view of the patient. Optional integration with Epic.