Perfecting the Patient Experience

Delivering the best possible patient experience is critical for HR leaders who want to maximize the effectiveness of their benefits plan. Better experiences lead to increased utilization and improved health outcomes.

Our exceptional patient experience includes time-rich appointments with primary care providers, quick access to care with on-site clinics, and dedicated care teams that utilize full-time health coaches. But, there’s always room for improvement. That’s where Rob Moore comes in.

Using feedback to improve the patient experience

As Vera’s Customer Experience Manager, Moore’s job is to listen to patients and improve their experience with an on-site clinic.

“At the core of what I do and plan to do is make employees more aware and more responsive to the things that our patients need,” says Moore. “I spend a lot of time immersing myself in the patient’s world.”

Moore gathers, organizes, and prioritizes insights from hundreds of hours of patient interviews in order to design initiatives that improve the patient experience. Let’s take a look at what types of initiatives Moore has contributed to that you could explore in your own on-site clinic.

• Welcome Kit Upgrade (In Progress) — To ensure patients are prepared for their on-site clinic visit, the Welcome Kit includes pre-visit checklists and initial paperwork. The upgraded Welcome Kit saves time and helps patients get the most out of their appointment.
• Gift Giving (In Progress) — Giving patients a small gift after their appointment can transform their clinical experience. “When you give someone a gift, it changes the experience from a practical one to an emotional one,” says Moore. Better experiences lead to higher clinic utilization, increased positive health outcomes, and improved preventive care practices.
• Follow-Up Checklist (In Progress) — A follow-up checklist gives patients guidance on scheduling follow-up appointments, filling prescriptions, or following provider advice. A health coach is assigned to each patient to assist them in completing their checklist. With personalized guidance, patients are better equipped and empowered to take ownership of their health.

Vera is always looking for ways to improve the patient experience. We encourage you to connect with your employees to find out if the above initiatives would be beneficial. If they have ideas for other ways a clinic could better serve their needs, please let us know.

How do you improve engagement at your organization? We’d love to hear your ideas!