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Webinar Recording

3 Pillars of Patient Centricity

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How IntegraMed Fertility Systematically Improves Patient Experience

IntegraMed Fertility, the largest fertility network in North America, partnered with Medallia to systematically improve patient experience using these 3 pillars of patient-centricity: act on feedback closer to patient contact, enable consistent action, and allow the voice of the patient to drive strategy and innovation.

IntegraMed's patient-centric model has been exceedingly successful at aligning the organization around CX, with 43% of all IntegraMed employees logging into Medallia daily to consume and take action on patient feedback. This increased engagement has undoubtedly contributed to the successes they've seen:

  • Likelihood to recommend based on overall appointment experience increased by 10%
  • 18% decrease in the average time to close an alert
  • Overall NPS increased by 7 points

Tune in to this webinar for tips implementing these pillars in your organization.


  • Steve Ruvolo Senior Product Manager, Clinical Applications at IntegraMed Fertility
  • Kelsey Hussey, RN, MSN,  & Medallia Healthcare Solution Consultant
  • Belinda Simmons, Healthcare Practice Lead at Medallia

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“Since partnering with Medallia...we’ve driven $2 billion in additional payment volume.”

“Net Promoter Score is up, retention is up… and that’s about $500 million annually in revenue.”

“Medallia is a primary listening platform for our customers and our central nervous system.”

“All of our staff uses the Medallia system. It’s integral to our continued success.”

“Medallia has opened up a world of real time and continuous customer feedback.”

“Medallia is hardwired into our company, providing visibility into thousands of daily interactions.”

“The payback on our investment in Medallia was realized within one month.”

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