Case Study: Stanford Health Care cuts open complaints 30% and speeds survey response with Qualtrics
Key results
The challenge
Stanford Health Care aimed to modernize how it collects and acts on patient feedback across a large, complex care system. Prior survey approaches captured roughly 20% of patients and limited the organization's ability to resolve friction proactively.
The solution
Stanford Health Care unified emails, portal messages, and digital interactions into a single Qualtrics listening architecture on its Experience Management platform to improve response rates and shorten time to action.
“The future of the patient experience is precision — knowing not just what a patient needs, but when and how to act on it.”
AVAlpa VyasSVP and Chief Patient Experience and Operational Performance Officer, Stanford Health Care
The results, in context
Stanford Health Care reported a 30% reduction in open complaints and grievances cases tied to documentation efficiency and about a 10% increase in patient satisfaction survey response rates. More than 90% of patients now respond to a digital survey within seven days, with 600,000 modernized survey responses returned.