Chapters Health System is a leader in non-profit progressive hospice, palliative care, and senior independence programs.

Chapters Health System (formerly HPC Healthcare) owns both LifePath and Good Shepherd Hospice organizations and collectively makes up the largest individual, not-for-profit hospice company in the United States.

They partnered with TCG to create and deliver a more consistent and satisfying experience for hospice patients, families, and caregivers.

Challenge

Leadership recognized the need to evaluate and improve the experience the company delivers to its two primary customer segments: Physicians & Referral Partners and Patients & Families.

Solution

The Customer Group was retained to research, analyze and evaluate the experience delivered both in terms of understanding what matters most to customers and determine how effectively and consistently the company was delivering on expectations. The Customer Group, in partnership with Chapters Health System management and staff, crafted a series of experience enhancing solutions along with a timeline (“roadmap”) that would guide the implementation effort.

For example, the engagement resulted in the creation of a new facility, the “Chapters Enrollment Center,” which has directly contributed to growth and solid performance.

In addition, Chapters has seen improved nurse and patient satisfaction and is poised to capitalize on some cost savings opportunities as implementation plans move forward.

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