MultiCare Health System wanted to develop a customer experience strategy that would transform patient experience. With West Monroe’s help, MultiCare not only created a compelling strategy that supports its mission; it equipped six key functional areas with metrics and tools for turning the strategy into reality. The results have been impressive.
“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 into reality. We began seeing improvement almost immediately.”
Florence Chang, Executive Vice President and Chief Operating Officer MultiCare Health System
459% improvement in calls answered in less than 45 seconds.
92% reduction in average speed of answer.
97% first-contact resolution rate—an 11% improvement.