Medallia Expands Portfolio to Include Multiple CAHPS Offerings with Acquisition of Fields Healthcare Research

Healthcare organizations can accelerate improvements in patient care by capturing both real-time signals and CAHPS experience feedback.

SAN FRANCISCO--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, today announced it has acquired Fields Healthcare Research, a Centers for Medicare & Medicaid Services (CMS) approved CAHPS® data collection company specializing in patient healthcare experience research.

Medallia, recently approved by CMS as a vendor to administer HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Surveys, made this strategic growth acquisition to provide the healthcare industry the ability to combine Medallia’s real-time signal capture capabilities with Fields’ comprehensive survey portfolio and deep CAHPS experience administering patient surveys. Fields Healthcare Research will be run as a subsidiary of Medallia and continue as an authorized CAHPS vendor, led by Ken Fields, President, Fields Healthcare Research.

“Not only do we make it easier for healthcare organizations to comply with CAHPS requirements and avoid reductions in their Medicare and Medicaid reimbursements, we also offer robust data reports and benchmarking insights to help improve patient experience,” said Fields. “With Medallia, we can now accelerate those efforts and help even more healthcare providers improve the patient experience.”

The Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Surveys seek to evaluate the experience of patients using validated tools and data collection protocols to help inform consumers, improve the quality of care, and increase healthcare providers' accountability. CMS includes specific CAHPS® surveys as part of their public reporting program, including HCAHPS or what is also known as the CAHPS Hospital Survey, which contributes to CMS’ Value Based Purchasing initiatives.

“This significant milestone aligns with Medallia’s vision for holistically capturing patient feedback across the care continuum to drive improvements in care while satisfying important regulatory requirements,” said Julie Classen, MSN, RN, Director, Regulatory and Clinical Programs. “This synergy with Fields Healthcare Research will allow Medallia to rapidly accelerate our healthcare footprint, providing a more seamless solution for our customers to capture leading and lagging signals across their patients’ journey with real time insights and CAHPS surveying.”

Medallia enables healthcare organizations to exceed patient expectations, motivate and engage staff, and innovate to drive brand and patient loyalty. With this exciting acquisition, healthcare organizations can tap into the market-leading innovations from Medallia, while maintaining regulatory program compliance needed for CAHPS measurement and reporting.

About Fields Healthcare Research

Fields Healthcare Research is a second-generation, family-owned and operated data collection company specializing in patient healthcare experience research. We were established by Donna J. Fields in 1973, making us one of the longest-standing data collection firms in the United States with over 45 years of experience conducting surveys.

About Medallia

Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. The company’s award-winning SaaS platform, Medallia Experience Cloud, is becoming the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media and corporate messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.

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