Empathy at Scale: Wellstar uses Canvs AI to Transform Voice of Customer Feedback into Actionable Patient Insights
Scaling Empathy in Healthcare • Data-Driven Decision Making • Accelerating Time to Insights
Wellstar Health System, the largest and most integrated healthcare system in Georgia, places the human experience at the heart of its approach to delivering exceptional patient care. Wellstar Health System has over 500 healthcare facilities, 30,000 healthcare providers, and serves 30 million patients. Wellstar’s mission is to enhance the health and well-being of every person they serve. They value compassive, strive for excellence, and honor every voice. To enhance the human experience even further, Wellstar chose Canvs AI to analyze their extensive patient and employee feedback and uncover valuable insights.
Hear Alicia Alonzo, Director of Consumer Insights and Patient Analytics at Wellstar Health System, discuss how they use Canvs AI to uncover emotional insights, understand how their patients and employees feel, and improve patient outcomes.
Problem
The insights team at Wellstar Health System is tasked with the big responsibility of understanding the emotional and practical needs of their patients and employees. With over 30,000 healthcare professionals across more than 300 locations serving one of every six people in Georgia, the team has the challenge of not only capturing large volumes of patient feedback, but of delivering empathetic and actionable insights at the point of care. The team needed an analysis tool to unlock the critical insights from open-ended patient and employee feedback.
Solution
Wellstar Health System adopted Canvs AI for text analysis across its research, allowing them to make data-driven decisions that truly reflect patient and employee needs and improve the overall experience. Wellstar specifically chose Canvs for its vast integrations. The Wellstar insights team is now able easily upload their data from Qualtrics and Snowflake to the Canvs Platform for analysis and then export the insights to an interactive dashboard in Tableau.
Patient Interactions
Canvs AI analyzed feedback from patient interactions, identifying how consumers felt about access to care and found that respondents especially cared about wait times, efficiency of service, professionalism and attentiveness, and communication. Wellstar discovered that addressing these areas could significantly improve patient satisfaction.
Employee Engagement
Wellstar’s consumer experience team surveys employees to better understand their experiences, listen to their needs, and support their career development. Using Canvs AI, Wellstar analyzes employee feedback to gain insights into key factors such as stressors, motivations, and career aspirations, helping the organization to better respond to and engage with their workforce.
Benefits
Enhanced Productivity
Canvs AI empowers Wellstar to efficiently manage and analyze massive amounts of patient feedback, transforming it into actionable insights. Three analysts are now able to do the work of twelve in half the time.
Elevated & Empathic Insights
Canvs AI enables Wellstar to go beyond basic sentiment analysis, uncovering the specific emotions behind patient feedback. By operationalizing empathy, Wellstar can integrate emotional insights into their decision-making, like creating solutions for appointment wait times. This humanizes the data, ensuring that patient needs and emotions are at the forefront.
Employee Experience
Wellstar uses Canvs AI to analyze employee feedback, uncovering emotions and motivations that drive job satisfaction and career growth. By tracking employee emotions similarly to patient emotions, Wellstar identifies stressors and provides targeted support. This approach promotes a culture of empathy and collaboration, ensuring employees’ voices are heard and their needs addressed.
