Medallia’s guide on equitable listening in healthcare advocates capturing and analyzing diverse patient voices to address disparities and improve outcomes. Traditional feedback methods like mail and phone surveys often miss marginalized groups due to low response rates and accessibility barriers. The guide promotes modern tools such as SMS, AI, and NLP to gather real-time, representative feedback. Providers are encouraged to segment data by demographics, use automated analysis to reduce bias, and involve patients in solution design through methods like crowdsourcing. This inclusive, data-driven approach enhances trust, fairness, and healthcare equity.

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