Replacing one size fits all with a personalized patient experience
Customer
Aurora Health Care
40% improvement in website engagement
34% increase in volume for their patient portal
36% increase in MyAurora appointments
Business Challenge
The health care industry is now more patient-centric than ever. To deliver on its culture of us vision, Aurora Health Care needed a way to incorporate the voice of the patient into new communications and patient experience initiatives that would exceed consumer expectations.
Solution
They launched Aurora Health Share back in 2014 which initially focused on improving marketing communications. This opened the door to more ideation and strategic impact, driving product innovation, brand and culture.
They’re able to get ongoing feedback, from an opted-in, deeply profiled, HIPAA compliant group of close to 5,000 primary care patients for iterative, ongoing feedback and a quick pulse on what consumers are saying. Continual patient feedback over the past four years has enabled Darrell Beneker, Director of Consumer Insights, and his team to understand challenges, validate messaging, and promote products and services while shortening the feedback loop.
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