The new patient experience is first expressed through the social interactions they have with their care team.

1. Who they interact with when, and the tone of those interactions must communicate a sense of caring while still creating operational efficiencies in the staffing model.

2. Establishing the role of the care ally was a critical bridge between the clinical world and that of the patient. Based on patient need, this role may be played by medical providers, like nurses, or non-medical providers, like social workers. The care ally is the main point of contact for patients and facilitates a continuous model of care, which can include finding community-based resources to help with challenges like transportation to appointments, affordable prescriptions and healthier meals, if needed. What’s good for the patient is good for the practice: Care allies will help reduce care gaps and increase in-network referrals.

3. The new clinic design is more flexible and can be easily reconfigured to support events and classes, such as cooking lessons for people with diabetes. These extras help support the whole patient model and allow for a more personal connection between clinic and patient.

The physical clinic is the backdrop for care and sets the tone for the entire experience. We wanted it to both communicate our client’s brand and enable those personalized care moments that convey our client’s approach to health and care.

1. The new clinics are warm and welcoming, while still feeling professional.

2. They feel open and transparent with clear sight lines to the care team, so patients can see collaboration in action, building trust.

3. Instead of only an exam room, which might feel too sterile or impersonal to some, the physical experience divides the space in half: one side for exams and a second side with comfortable seating so that patients, their caregivers or other supporters, and the provider can sit together for a more human-to-human conversation and connection.

4. By locating lab and imaging services together with an alternate entrance, patients can conveniently access both, whether in addition to or separately from clinical services.

The digital experience was designed to feel seamless, relevant to the context and to demonstrate a clear benefit at every point in the journey, bridging between visits. Supporting a 360-view of the patient, remote and in-clinic technology allows our client to curate patient data in such a way that providers can measure progress against a patient’s personal goals and health targets.

1. Patients will be able to simply text providers like they would a good friend, and through that conversation be guided to the best care option for their needs: urgent care nearby, immediate video visit right there within the chat, or access to a specialist within a day or two.

2. The physical space also includes an interactive touchscreen, where patients can see their health information in a clear, user-friendly format, and where providers can access tools to better educate patients.

3. The touchscreen also removes a relational barrier. The patient can see what the provider sees, building trust and a better understanding of their health.