client challenge
- Our client had a reputation for exceptional care at their cancer center and they wanted to ensure they continued to deliver on that. They also wanted to extend their high level of care across other key touch points in the patient journey.
- Our client also wanted a way to continually monitor and improve patient experience at those key touch points.
decision point approach
- Conducted In-Depth Interviews (IDI) with:
- Current and prospective patients and caregivers to observe what, when and how they sought information about cancer and cancer treatment. We also observed and discussed how they interacted with our client’s website.
- Members of the patients’ care team to uncover opportunities to improve patient interactions and communications before, during and after their visits.
- Ran a Drivers Analysis to identify which improvement opportunities would have the biggest impact on the patients’ experience.
impactful solutions
- Identified the touchpoints where client should focus efforts to enhance the patient experience.
- Translated patient insights into website redesign direction.
- Implemented and then managed process monitoring patient interactions at the key touchpoints. Quickly notified client of items that needed attention along with recommended action to address.
client success
- Our client is able to live up to their promise of exceptional patient care thanks to their monitoring process. They are able to take swift action to address any issues and they are able to amplify positive findings, like glowing patient reviews.
- Our client’s redesigned website greatly improved the patient’s experience before and after their visits to the cancer center.
what our clients say
“Decision point has done a wonderful job streamlining our process of collecting and utilizing patient feedback. From customizing the survey to meet our needs, monitoring results and flagging those that need immediate attention, to identifying which factors have the most impact on patient experience, the information has been invaluable in maintaining and enhancing our patient experience.”
Executive Director
