In early 2019, a $7 billion regional health system committed to elevating its patient experience performance to become a top tier health system nationally. To do so, they undertook an initiative to demonstrate their commitment to caring both for and about patients.
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Fidelum Health was retained to apply its HUMAN Brand™ Experience Insights Model to help elevate and transform patient experiences and organization performance. Our first step in this experience transformation journey was to design and implement a benchmark study of current patient attitudes, priorities and perceptions relating to this health system. The study would also quantify the impact of patient experiences and loyalty on system outcomes, such as visits and payments to the system.