Challenge Accepted

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.

Hear from MultiCare


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.

  • Conducted a vision and values workshop with 24 of MultiCare’s executive leaders to understand patients’ current views of the system and to define how the system wants patients to view it in three years’ time.

  • Conducted customer journey mapping exercises for three typical activities: becoming a new patient, making an annual appointment with pharmacy refill, and scheduling a sick visit; identified key themes and pain points.

  • Aligned six functional areas—Marketing, Pharmacy Refill, Clinic Administration, Physician Administration, Call Center, and Information Technology—with the customer experience strategy, identifying goals and action items for each.
  • Defined the health system’s customer experience goal, strategy, and six guiding principles—all of which support MultiCare’s mission of “Partnering for healing and a healthy future.”