MultiCare Health System | Healthcare Provider

Delivering a superior patient experience built around ease and trust

How a focus on ease, trust and employees revolutionized patient experience

What We Did

In today’s consumer-driven healthcare market, patient experience is king. MultiCare Health System, a nonprofit with over 18,000 employees at dozens of care facilities, including seven hospitals, needed an easier and more coordinated approach for their patients. Together, we developed an organization-wide strategy to win over patients—and an action-plan to make it a reality.

Our projects included:

  • Crafting a powerful customer experience vision that aligned six business functions, providing each with the tools and metrics to make it happen
  • Using data to create an employee engagement strategy that improved morale and patient experience

97%

of calls resolved during the first contact with customer service, an 11% improvement

0

disengaged employees, only six months after going live with the new engagement strategy

4.7/5.0

is now the average rating for likelihood to recommend MultiCare

Hear from MultiCare Health System

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.

Part 1: Envisioning a New and Improved Patient Experience

Project Timeline

3
WEEKS
Intranet visioning and platform selection
2
MONTHS
Project kickoff and employee discovery sessions
9
MONTHS
Design and launch of Intranet
5
MONTHS
Iterative design and release on phase 3 Intranet launch

The Challenge

Is there anything more frustrating than trying to schedule a quick appointment and being met with long wait times, being put on hold, and confusion from the person booking the appointment?

At MultiCare’s Access Center, customer service trials like these were a regular occurrence. The cause was high employee turnover and lack of engagement. According to Gallup, nearly 70% of U.S. employees are similarly disengaged.

In West Monroe’s partnership with MultiCare, we set out to drive up that engagement – delivering better patient and provider experiences in the process.

An Undeniable Approach

Our team took a data-driven approach, conducting an employee engagement assessment and combining this analysis with the company’s annual employee engagement survey. Alongside live observations and focus groups, this data gave a clear-eyed view of organizational pain points and opportunities.

West Monroe helped implement a series of initiatives based on this appraisal, including tailor-made training courses, a knowledge management program, performance dashboards, and work-from-home and points-based rewards programs. We also worked with MultiCare to clarify expectations, job descriptions, and career paths.

Returns You Can Measure

Six months after going live with the new strategy, disengagement in the access center dropped to 0%. Within a year, 91% of customers were satisfied with their wait time, 90% of employees reported being engaged or highly engaged, and overall engagement grew by 76%.

What’s more, employees in the center now better understand their roles and advancement opportunities. New training programs empowered managers to foster a culture of growth amongst their teams. This has enabled the organization to attract the right talent – and align that talent with the Access Center’s culture from the very start.

With more engaged employees, MultiCare has fast become an industry leader in providing exceptional patient and provider experiences.

Part 2: Improving Employee Engagement by 75%+ Within a Year, Simultaneously Improving Patient Satisfaction

2
WEEKS
Initial scoping and planning
8
WEEKS
Facilitating 20+ workshops and developing engagement plans
3
WEEKS
Conduct external collaboration w/ 25+ organizations
6
WEEKS
Preparing customer engagement plan filing

The Challenge

Is there anything more frustrating than trying to schedule a quick appointment and being met with long wait times, being put on hold, and confusion from the person booking the appointment?

At MultiCare’s Access Center, customer service trials like these were a regular occurrence. The cause was high employee turnover and lack of engagement. According to Gallup, nearly 70% of U.S. employees are similarly disengaged.

In West Monroe’s partnership with MultiCare, we set out to drive up that engagement – delivering better patient and provider experiences in the process.

An Undeniable Approach

Our team took a data-driven approach, conducting an employee engagement assessment and combining this analysis with the company’s annual employee engagement survey. Alongside live observations and focus groups, this data gave a clear-eyed view of organizational pain points and opportunities.

West Monroe helped implement a series of initiatives based on this appraisal, including tailor-made training courses, a knowledge management program, performance dashboards, and work-from-home and points-based rewards programs. We also worked with MultiCare to clarify expectations, job descriptions, and career paths.

Returns You Can Measure

Six months after going live with the new strategy, disengagement in the access center dropped to 0%. Within a year, 91% of customers were satisfied with their wait time, 90% of employees reported being engaged or highly engaged, and overall engagement grew by 76%.

What’s more, employees in the center now better understand their roles and advancement opportunities. New training programs empowered managers to foster a culture of growth amongst their teams. This has enabled the organization to attract the right talent – and align that talent with the Access Center’s culture from the very start.

With more engaged employees, MultiCare has fast become an industry leader in providing exceptional patient and provider experiences.

Nurse working

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