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Case Study

IntegraMed: Delivering Quality Care, Satisfaction, and Better Experiences to All Patients

Before switching to Medallia, IntegraMed had been using a patient survey vendor to capture post-encounter patient feedback. However, the overall success, effectiveness, and adoption of the program were weak.

IntegraMed went live with Medallia Experience Cloud and focused their patient experience program on two key touchpoints, one for initial consultations and the other for treatment appointments. Since the initial launch, IntegraMed has further extended its program to address additional customer touchpoints and rolled out new capabilities.

Results:

  • 18% decrease in the average time to close an alert, from adopting Medallia’s automated service-recovery functionality
  • Overall NPS increased by 7 points
  • Financial Counseling survey satisfaction scores increased by 14 points in two months