Improving Patient Experience to Increase Visits & Loyalty

ENGINE designed and deployed a multimodal research effort to guide our urgent care client to a differentiated offer.

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Challenge

A regional urgent care provider was in the process of expanding their footprint and services. Given their key drivers of consideration and visiting are centered around convenience of physical distance from a patient’s location to the urgent care and overall projected wait-time when a patient needs care, our client acknowledged their opportunity to differentiate based on elevated patient experience.

Analysis to Action

ENGINE designed and deployed a multimodal research effort to guide our client to a differentiated offer. More specifically, we:

  1. Gauged current brand awareness and reputation
  2. Mapped the urgent care patient journey
  3. Evaluated our client’s performance across the critical touchpoints along the journey
  4. Identified areas in need of attention as well as aspects of patient experience to elevate and, by extension, differentiate
  5. Worked collaboratively with our client to develop and implement new practices, processes and touchpoints
  6. Continually assess performance and progress relative to prioritized initiatives
  7. Communicate positive changes to the market

Business Impact

 

Transactional patient experience scores have steadily increased at the brand and individual clinic level since the roll-out of experience enhancements.

Desired brand attributions and overall reputation scores have shown directional improvement.

Utilization rates at several clinics operating below capacity prior to improvements have shown an uptick which has improved revenue.

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