Patient Experience

Impact Makers created a retail-like, member-centric experience for patients and residents.

case study for patient experience - unified engagement strategy

Client's Challenge

A $5B, Mid-Atlantic hospital system with 11 individually branded hospitals and hundreds of additional ambulatory care facilities, had fragmented, disparate constituencies and markets as a result of years of mergers and acquisitions.  The hospital system was using traditional marketing and web assets to engage patients and needed to upgrade its digital footprint.

Impact Makers' Solution

  • Performed a digital assessment and created a strategy to rebrand and unite the system under a singular digital go-to-market strategy
  • Worked with a healthcare payer to articulate their member engagement strategy to maximize the benefit from a large Customer Relationship Management implementation and improve quality ratings

Impact & Results

  • A comprehensive member engagement strategy
  • Development of core business functions such as risk management, resource management and operations management
  • A search engine with nomenclature-matching, allowing members to search for “bone doctor” and return orthopedic surgeons as a result
  • The creation of processes and capabilities, delivered through instruction, coaching and execution
  • A comprehensive Organizational Change Management framework, complete with a toolset for activities integrated into a project lifecycle to support the company’s strategic goals