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Case Study

How Atrium Health uses real-time feedback to adapt to rapid changes in care delivery

As with many healthcare organizations, COVID-19 forced Atrium Health to quickly scale its virtual care delivery. The way those patient visits happen shifted dramatically in March 2020. In-person visits saw an 80% reduction while virtual visits were rapidly scaled up from fewer than 450 per week to more than 23,000 per week, an increase of more than 50x. To ensure they are providing an exceptional experience for their patients, Atrium Health leveraged Medallia to receive actionable feedback in real time.

The frontline providers (doctors, nurse practitioners, and physician assistants) were key to this. Every provider had access to feedback in the Medallia system from the specific patients they care for. Within the first couple of weeks, the performance improvement team rolled out new training for frontline providers on how to deliver effective virtual visits. Since so many patients now have experienced a virtual appointment, Atrium Health began asking them proactively about their preferences for future visits.

Read the case study and find out why using real-time feedback on telehealth visits enabled Atrium Health to make agile improvements across multiptle teams, while maintaining best-in-class levels of patient satisfaction and advocacy.

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