IMPROVING THE PATIENT EXPERIENCE THROUGH LONG-TERM TRACKING

The CHALLENGE

A leading healthcare insurance provider sought to define and create a consistent patient experience for all of their care-delivery centers. This endeavor directly supported the strategic direction to prioritize enhancing the patient experience and growing membership.

Burke’s primary objective entailed identifying and addressing pain points throughout the patient experience, while documenting best practices across the business and ultimately implementing a system for ongoing learning.

The APPROACH

Burke conducted nearly 4,000 phone interviews per month (resulting in over 40,000 interviews per year) with English and Spanish-speaking patients across 100 care centers. Boost interviews—conducted according to the physician seen—also comprised an essential component of the research. The client implemented this annual research program for over four years, measuring and publishing NPS scores monthly, by region and medical center.

Burke also created an online dashboard of NPS scores, designed with the flexibility to organize by region and medical center with an overall YTD average. The study identified key drivers that informed specific “recommended” interactions at different touchpoints, in an effort to improve individual performance of a given care center. Burke provided detailed online reports of comments from patient respondents and created several customized tools that enabled users to hold action plans within the survey and reporting tool, according to specific region and center.

The OUTCOME

At a strategic level, Burke’s research and reporting tools provided key measurements and insights that helped implement major program improvements. From raising the quality of care, to improving patient outcomes, to reducing administrating expenses and increasing profitability—Burke’s efforts drove positive change across a range of crucial dimensions.

At a transactional level, the research helped inform what KPIs had to be met in each center in order for the business to act on this information. Presently, Burke continues to manage an ongoing tracking program for this client.