Situation: Florida Hospital contracted with Dean Strategy to help them develop a consumer centered ambulatory delivery model that would transform the traditional primary care and outpatient experiences in such a way to build consumer affinity and increase market share
Services: Dean Strategy conducted internal and external research to guide Florida Hospital in this transformational initiative. In addition, a targeted innovation event was completed over a 6-week period with more than 40 leaders within the Florida Hospital system.
The Result: Dean Strategy outlined a comprehensive consumer centric delivery model that provided an exceptional consumer experience. Florida Hospital has initiated significant work to change their processes, organizational structures, and tools while keeping the voice of the customer out in front. This work initiated a different consumer experience, a unique clinical experience, and increased provider engagement.