Challenge
As healthcare consumers increasingly expect seamless, convenient, and personalized experiences, ambulatory care networks face growing pressure to improve patient experience, employee engagement, operational effectiveness, and access to care. Many organizations have developed enterprise-level consumer-centered strategies but struggle to translate those priorities into actionable changes at the site level.
A leading health system sought to create a consumer-led ambulatory strategy that would serve as both a pilot and a scalable model for future deployment across multiple sites. Leadership wanted a structured approach that aligned with enterprise strategic priorities while enabling local teams to improve the consumer experience, strengthen employee engagement, and create measurable business results.
Approach
Persensus partnered with organizational and site leadership to apply a structured consumer-centered strategy development process that connects consumer insights, employee perspectives, operational realities, and organizational priorities into a unified plan. The engagement includes development of a consumer-focused vision, definition of the desired consumer experience, strategy development, action planning, change management, pilot execution, and codification of a repeatable playbook for future use.
The work leverages consumer insights, psychographic analysis, satisfaction data, stakeholder engagement, best-practice research, and strategic planning methodologies to identify the most important opportunities for improving the experience of both consumers and employees while supporting broader enterprise objectives. The resulting strategy is designed not only to improve a single ambulatory site but also to create a scalable model that can be adapted across the health system.
