Consumer Experience

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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

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