Qualtrics, the leader and creator of the experience management (XM) category, has officially announced an expanded collaboration with Stanford Health Care to create AI agents, capable of transforming predictive insights into timely, targeted actions, as well as reducing the administrative and coordination burdens placed on healthcare providers.
According to certain reports, these agents arrive on the scene bearing an ability to leverage Qualtrics® XM Platform®, something which makes it possible for them to help clinicians focus on core healthcare components, including the provider-patient relationship.
More on that would reveal how the stated assortment of agents can deliver the right action, at the right moment, through the right channel to improve access, coordination, and engagement. Not just that, the collaboration in question will also ensure that these actions are integrated into operational workflows to conceive an experience inclusive of a measurable outcomes determinant across access, navigation, coordination, and engagement.
All in all, such an effort should really go the distance to address some of healthcare’s most complex, high-impact challenges, including translating unified patient and operational data into timely, targeted actions.
“Trust is built when patients feel truly seen, heard, and cared for,” said David Entwistle, President and CEO of Stanford Health Care. “By developing AI that supports our teams and aligns with the way we deliver care, we can protect the time and attention that positively fuels the provider-patient relationship.”
Taking a deeper view of what all the given agents will pursue moving forward, we begin from the promise of helping patients make it to their critical appointments. This the partners will achieve on the back of predicting when a patient is at high risk of missing a visit before automatically arranging transportation, offering telehealth alternatives, or automating follow up appointments for easier scheduling.
Next up, there is a focus on providing culturally and linguistically attuned support. Here, the deployed mechanism involves identifying language barriers and connecting patients with interpreters, bilingual staff, or tailored educational materials in their preferred language.
Another detail worth a mention is rooted in the prospect of resolving care coordination breakdowns to maintain a patient’s plan of care. To achieve that goal, the new agents effectively diagnose prescription fulfillment delays post-discharge, thus triggering prior authorization workflows, and notifying pharmacy teams to expedite medication delivery.
“Today’s leading companies make every connection count with their customers and employees, and AI agents are a leap forward in what’s possible with experience management,” said Zig Serafin, CEO at Qualtrics. “This collaboration – which combines Qualtrics’ deep human understanding with Stanford’s clinical and operational leadership – is a pivotal moment for the healthcare industry that will elevate how providers manage and deliver their patient and caregiver experience at unprecedented scale.”
Hold on, we still have a couple of bits left to unpack, considering we haven’t yet touched upon the technology’s bid to eliminate conflicting care instructions by scanning communications across departments. Such a mechanism ensures patients receive consistent, accurate guidance, eventually reducing anxiety and avoiding costly delays.
Rounding up highlights would be a feature committed to understanding social drivers of health that impact outcomes. For instance, the solution links patients to housing, food, or transportation resources, and at the same time, supports the adjustment of care plans to account for these needs.
Among other things, it ought to be acknowledged that these future-state capabilities are actually modular, integrated with electronic medical records, built to scale to other health systems,
Making development even more significant would be the presence of Qualtrics XM for Healthcare, which empowers organizations to listen differently, understand deeply, and proactively respond to feedback in real-time across all touchpoints. This refers to switching insights for concrete solutions to create meaningful connections with patients, customers, members, and employees.
“The future of the patient experience is precision – knowing not just what a patient needs, but when and how to act on it,” said Alpa Vyas, SVP and Chief Patient Experience and Operational Performance Officer at Stanford Health Care. “With this solution, we can proactively resolve the issues that cause friction for patients and teams alike, and do it in ways that are measurable, scalable, and respectful of the human relationships at the heart of care.”