Summary

Even with more choices for care delivery today, a growing number of Americans increasingly rely on the convenience of urgent care centers to manage their healthcare needs.  Driven by the pandemic, demand for urgent care services have increased, forcing providers to better prioritize and respond to patients with the most critical needs. 

To provide the frontline with actionable insights needed to deliver healthcare services in a fast and efficient manner, Medallia has leveraged learnings from Patient Experience leaders to design an effective, high touch urgent care experience program. 

The Urgent Care 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.

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.