Can you imagine having the same customer experience with your healthcare provider as you do your favorite retail chain? Jonathan Shoemaker, chief information and improvement officer at Allina Health, can. He and his fellow executives are creating a culture of consumerism at the Twin Cities-based healthcare system.
When did you begin to transform to a culture of consumerism at Allina Health?
We started to move toward consumerism a number of years ago, but the concept didn’t have broad support at the time. We saw pockets of opportunity where we could improve: How could we improve our patient scheduling capabilities? How could we handle patient calls in a consistent way? We began to see bits and pieces of opportunity all over the organization, and then over time, we realized that we were all talking, one way or another, about improving the overall customer experience.
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