See Why Culture is the First Step in Awesome Experience Management


Customer experience is critical to every industry, but not always at the top of the list in healthcare. It’s tempting for many healthcare organizations and patient financial services (PFS) departments to focus on metrics that favor cost-savings rather than experience outcomes. But that’s a shortsighted approach – one that can leave you managing on threadbare budgets and unable to make investments that will deliver real value.

According to Qualtrics, the right kind of experience management (XM) framework leads to differentiated patient experiences that help boost the bottom line. What’s the first step in this proven framework? Culture.

It’s true. Your culture can directly impact how your organization approaches the patient experience (and the health of your revenue stream).

Changing your “patient experience” mindset

It’s true. Your culture can directly impact how your organization approaches the patient experience (and the health of your revenue stream). So how do you go about igniting cultural and financial change?
First, it’s time to stop looking at experience management as a “cost.” Instead, see it as investment that will bring a measurable return. Because when you invest in the patient experience, you invest in service that supports your revenue. In fact, you won’t know where to put your money and resources until you focus on the patient experience through effective experience management.

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Is your healthcare organization customer-obsessed?

Now that you know mindset is critical to momentum, ask yourself some honest questions to evaluate your own organizational culture.
What are the norms that drive your organization? Is it patient-centered? Do you look solely at operational metrics (e.g., call handle times, cost per contact, census data, etc.)? Or do you also take the feelings and emotions of the patient into consideration (e.g., patient satisfaction, call resolution, etc.)?

Once you’ve asked these questions and determined the current state of your culture, you can align your metrics to measure operational (O) data alongside patient-centric experiential (X) data. This approach provides a fuller picture of what is happening in your organization and why.

The employee experience matters, too.

You won’t go anywhere trying to improve your organization’s culture without prioritizing the employee experience. In healthcare, PFS employees are frontline in the patient journey. Their mindset and satisfaction with their job is critical to creating a positive experience for the patient. In a recent Qualtrics study of 100 contact center agents, 41% of the agents cited “being judged on over-simplistic metrics” as one of the top things they hate about their jobs.

Do your employees have the power and resources to make decisions that put patients first? Do they have the support they need to answer tough questions, stay encouraged, and demonstrate empathy? Or would they say they are “judged” on “over-simplistic metrics”?
Equip your employees to fuel an exceptional patient experience by including them in your purpose and giving them what they need to do their jobs well.

Get the rest of the XM framework

Revaluating and reimagining your culture is just the start of effective XM. To make sure your organization can translate your strategy into tactics on the ground, you have to build a competent workforce. Then, you need to adopt the technology that will support your culture, sustain competency, and generate results.

Want to learn more about this proven approach to XM from the industry leader? Join Qualtrics and the Revenue Enterprises team in our free webinar. Get practical ways of combining X-data and O-data for more satisfied patients – and more revenue.




In this webinar, we’ll talk about why your PFS team or healthcare facility must capture the right combination of operational and experiential data to thrive during this turbulent era – and for years to come.

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