Qualtrics XM Pros Health Care Community Kickoff

I was pleased to attend Qualtrics XM Pros Health Care Community Kickoff today. I had mentioned that I was named a champion for this community late last year. I’m grateful for the opportunity to participate in this community, and we had a robust kickoff discussion. While we talked about the evolving patient experience, I was able to share with attendees–including folks from Europe and Australia–that experience management in this space is changing quite a bit.

Old models of thinking through health care that may feature key experience facets like awareness, access, service delivery, and continuing care no longer are standards of excellence. We’re witnessing a dynamic time of challenging the health care model status quo. For example, people often have difficulties with standard health care system access. With that fact in mind, experience professionals should then ask questions about entry difficulties and how entry points can feature more inclusive designs to be more accessible.

None of us have all the answers, but discussions like this help foster the creativity needed for solutions. As fellow leader Kristi Roe stated, coopetition (a hybrid between competition and cooperation) is definitively needed in health care to continue to improve health care for all.

The Qualtrics XM Pros online community is a global group of experience management professionals and is free to join. I’ll see you at a future meetup for more robust discussions!