Qualtrics leverages Press Ganey's data for healthcare debut

Five months after acquiring the world's largest healthcare experience dataset for US$6.75 billion, Qualtrics has unveiled Healthcare XM. 

Healthcare XM is the combination of Press Ganey's proprietary data, analytics and solutions and the XM Data & AI Platform, which is the world's largest proprietary experiential dataset. Qualtrics said it will help health systems and health plans deliver quality care, reduce costs and improve patient loyalty through trusted, positive health outcomes. 

"When AI changes what people expect faster than healthcare organizations can change how they deliver care, the consequences extend far beyond financial or competitive risk. They affect trust, health outcomes, and people's lives," said Jason Maynard, CEO of Qualtrics.

The Healthcare XM Experience Loop Diagnostic Service is available today and Healthcare XM will be available in 2027. 

Press Ganey proprietary data, analytics and solutions will run on the XM Data and AI Platform, and Press Ganey applications will continue to be fully supported. Qualtrics said these applications will become "more valuable on the platform, backed by the same benchmarks, expertise, and advisory services clients rely on".

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What can Healthcare XM do? 

Anchored in two record-holding data sets and powered with AI, Healthcare XM offers organizations several capabilities. 

Primarily, Healthcare XM is about shifting from lagging to leading indicators that can support early and proactive intervention. In this respect it is designed to:

• Predict which patients are likely to miss appointments, which nurses are considering leaving and which hospital units are showing rising safety risk, while there's still time to step in.
• Simulate changes, such as a new discharge process or staffing model, on modelled patient and staff groups before they're rolled out on a real ward.
• Act by triggering outreach or escalating a safety concern, within clinical and privacy rules. However, it will not write clinical orders.

Wider capabilities include: 

• Patient experience (PX): Allows organizations to understand and improve the entire patient journey, from finding and accessing care through treatment, recovery, HCAHPS and CAHPS.
• Member experience: Understand and improve experiences across enrollment, access, service, care, Medicare CAHPS and Stars.
• Workforce experience: Strengthen engagement, culture, recognition and retention by identifying what clinicians need and where leaders can make a difference.
• Safety and quality: Bring together workforce conditions, NDNQI, PSO, safety signals, high reliability and unit-level performance to identify risk earlier and improve care.
• Consumer, brand and access: Identify barriers to care, strengthen reputation and guide growth from changing market dynamics.

Qualtrics says these capabilities can reduce costs and improve patient loyalty through trusted, positive health outcomes. 

Qualtrics' XM Institute appoints new executive director 

Qualtrics isn't just leveraging the data and tech it acquired in May. It has also appointed Press Ganey's Chief Medical Officer, Dr Thomas H. Lee, to the role of executive director of the Qualtrics XM Institute.

Lee is a practising cardiologist and editor-in-chief of NEJM Catalyst. He served as chief medical officer of Press Ganey for 14 years, is a practicing internist – as well as cardiologist – at Brigham and Women's Hospital, and holds faculty appointments at Harvard Medical School and the Harvard T.H. Chan School of Public Health. 

On the back of the Press Ganey acquisition, Qualtrics is looking to close the "experience gap" in healthcare; the misalignment between what people expect – based on the best of all the experiences they have with organizations in any industry or scenario – and what is delivered.

"Organizations everywhere are struggling to close the experience gap," said Dr. Lee. "XM Institute provides research-backed guidance to help leaders design and deliver experiences that earn trust. I'm honored and excited to lead that valuable mission."

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