Research, Analyze, and Evaluate

Customer Experience Redesign

HPC Healthcare is the company that owns both LifePath and Good Shepherd Hospice organizations and collectively makes up the largest individual, not-for-profit hospice company in the United States. Leadership recognized the need to evaluate the experience the company delivers to its two primary customer segments: Physicians & Referral Partners and Patients & Families.

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 HPC management and staff, crafted a series of experience enhancing solutions along with a timeline (“roadmap”) that would guide the implementation effort. The company has seen results in nurse and patient satisfaction and is poised to capitalize on some cost savings opportunities as implementation plans move forward.

Client: HPC Healthcare, Inc.
Industry: Not for Profit
Geography: National
Components: Vision, strategy, current state, future state, blueprint, roadmap, experience characteristics