The Spine Center at Beth Israel Deaconess Medical Center (a part of Beth Israel Lahey Health) provides comprehensive care for complex spine conditions.

The Spine Center had been experiencing a higher-than-expected rate of missed appointments and suspected that scheduling systems and processes might need to be improved.  As a result, they sought a deeper and more comprehensive understanding of patient experiences, to develop strategies to reduce missed appointments while also strengthening patient relationships.

Fidelum Health was retained to apply its HUMAN Brand® Insights Model to assess the Spine Center experiences of all patients, including those who had missed their appointments. The resulting findings would provide a data-driven business case on the impact of missed appointments, as well as a roadmap for improving experiences and relationships with all patients.