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Not only did we develop a compelling vision for patient experience, we also gained the tools and the internal support necessary to turn that vision to reality; we began seeing improvement almost immediately.
Develop metrics for measuring progress
Refresh goals and plans regularly
Finally, West Monroe Partners recommended that MultiCare re-evaluate its progress and update its goals once per year.
An organization aligned and ready to execute its customer experience strategy. Through this project, MultiCare not only created a compelling customer experience strategy that supports its mission, it also gained important alignment around the strategy from the leaders of six key functional areas, and it equipped those six functional teams with metrics and tools for transforming the business and turning the strategy into reality.
West Monroe Partners applied elements of its “DEEPEN” methodology to help MultiCare identify its strategy and an approach for organizing its six business units around it.
First-contact resolution rate, an 11% improvement
Define the Customer Experience Strategy
Align functional areas with a single strategy
Improvement in calls answered in less than 45 seconds
Vision and strategy to equip a healthcare
provider to transform patient experience.
Enhance progress through regular reporting and review
EVP & COO, MultiCare Health System
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West Monroe Partners worked with MultiCare to establish a monthly status reporting team, create a status reporting template for the team to use, and create a “Rule Book” to provide structure for the team and meetings.
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What did the COO say?
West Monroe Partners identified customer centric metrics to assess whether each functional area is successful in achieving its goals.
Reduction in average speed of answer
The first phase consisted of a CX North Star workshop where West Monroe Partners conducted a workshop with 24 of MultiCare’s executive leaders. From there, the team created customer personas that represent key patient segments. West Monroe Partners and MultiCare then used these personas to explore and “journeymap” patient experience in more detail to identify improvements.
West Monroe Partners identified goals and action items for the leaders of six business functions—Marketing, Pharmacy Refill, Clinic Administration, Physician Administration, Call Center, and Information Technology—to complete in order to support the newly defined customer experience strategy.
A proven approach helps MultiCare Health System align business functions around a new customer experience strategy.