Consumer Experience

Consumer Experience – with the healthcare system

Key Objectives

• Patient Acquisition – via marketing and accessibility
• Patient Engagement – to improve health behavior
• Brand Advocate – Net Promoter Score
• Retention – as a patient

Key Initiatives

• Customer Relations Management (CRM) - understanding consumer preferences, call center
• Consumer Outreach Programs
• Consumer Diagnostic Services
• Convenient Access – frictionless, online appointment scheduling, same day appointments, mobile apps
• Convenient Locations (One-stop Medical Services, Urgent Care, services locations)
• Virtual Service (Telehealth, e-Visits, Text Messaging
• Customer Surveys

See Consumer Experience Insight

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