Summary

COVID-19 has changed the healthcare landscape significantly with nearly half of all patients reported that they are now getting treatment at home instead of going to their healthcare provider’s office1.

To meet these evolving patients’ needs, Medallia leveraged learnings from Patient Experience leaders to design an effective, high touch telemedicine experience program.

The Telemedicine Administration and 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.fiercehealthcare.com/practices/patients-want-to-keep-using-virtual-care-after-covid-19-pandemic-ends-survey-finds

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.