Case Study

Building Patient Relationships with a Multi-disciplinary Specialty Center


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.

Case Study

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