Webinar

Consumer Centric Self-scheduling: Secret shop results from Strategy Catalyst evaluation of LHS and primary care disruptors

Posted By The Academy

June 22, 2023

Most LHS are nascent with their self-scheduling capabilities. Typically, LHS still approach the patient experience from a system-centric mindset. How can CXOs augment their digital strategy to make the experience of self-scheduling more consumer centric?

  • We secret shopped 39 LHS and 4 primary care disruptors to assess the consumer centricity of self-scheduling.

  • We covered analyses at the LHS cohort level and identified the top-performing leading health systems.

  • We outlined strategic imperatives for LHS to move the dial towards consumer centric self-scheduling.

See the scorecard we used to evaluate the UX from 'search' to 'confirmation' across four categories: timeliness of appointment, ease of transaction, consumer preferences, and pre-care pathway.

Key Words: Consumer centricity; self-scheduling; digital experience; secret shop; primary care disruptors; digital strategy

More Posts of Interest

Catalyst Website Images 22
Webinar
Strategy Catalyst
Hospital at Home Partnerships: where are we today and what lies ahead?

June 23, 2022

Read Time - 10 minutes

Catalyst Website Images 2
The Strategist
Strategy Catalyst
CVS and Walmart's full-scale virtual primary care: following in Optum's footsteps

June 9, 2022

Read Time - 10 minutes

Catalyst Website Images 22
Webinar
Strategy Catalyst
Hospital-at-Home: Determinants of Program Sustainability

March 24, 2022

Read Time - 10 minutes