Engagement Summaries

The Situation:
	• One of the nation's oldest, most respected clinical HMOs • Patient data collected and responded to without analysis • Declining patient loyalty in the face of new competition • Belief that offering the latest technology was the key to patient loyalty • A CEO who believed there had to be a better strategy to provide patients with the best care and a great experience

The Challenge:
	• Find a way to deliver a great patient experience & the best of clinical care • Increase patient loyalty • Build the staff's pride and commitment • Ensure a solid financial foundation & future

The Solution
	• Carefully analyze patient data to define the key drivers of patient loyalty • Focus clinical & administrative leaders on the key drivers of patient loyalty and the specific behaviors that deliver them • Train all staff in the critical few behaviors that delight patients • Focus investments on the services that drive patient value • Re-engineer key processes to reduce waiting time

The Results:
	• 95% of patients seen on the day they request an appointment • Total waiting time averaging 10 minutes • $50M annual savings from selling non-core facilities & reducing leased technology • Patient & staff loyalty increased • Financially secure despite 300% increase in insurance premiums