the challenge
Our client had a strong reputation for exceptional cancer care and wanted to make sure that same standard extended across the full patient journey. They also needed a way to continually monitor the touchpoints that most influenced patient experience.
our approach
- Conducted in-depth interviews with current and prospective patients and caregivers to understand how they sought information, chose treatment, and interacted with the website.
- Interviewed members of the care team to uncover opportunities to improve patient interactions and communications before, during, and after visits.
- Used driver analysis to identify which improvement opportunities would have the greatest impact on the overall patient experience.
- Implemented an ongoing monitoring process for key touchpoints, with rapid notification and recommended actions when issues surfaced.
the impact
The research pinpointed where our client should focus to meaningfully improve patient experience and translated those insights into direction for a redesigned website.
The ongoing monitoring program gave the organization a practical way to respond quickly to issues while also identifying positive experiences worth reinforcing. The redesigned website improved the patient experience before and after visits to the cancer center.
what our client says
“decision point has done a wonderful job streamlining our process of collecting and utilizing patient feedback. The information has been invaluable in maintaining and enhancing our patient experience.”
Executive Director, Cancer Care