| An international cancer center engaged Gelb Consulting to define the ideal patient experience for a new clinical facility. The goal was to ensure high patient satisfaction by creating a patient-focused clinic experience. Through the use of Experience Mapping, administrators and marketers were able to identify and prioritize high importance patient needs. Working with the clinical and marketing teams, we determined how the clinic could meet patient expectations at each stage of their experience.
In order to increase the number of referred but not registered patients, Marketing and Physician Relations hired Gelb Consulting Group to lead them with an experience mapping process. This process enabled us to engage key stakeholders and patients to identify the reasons behind patients leaving the referral process. The project used experience mapping to elicit patient feedback at key steps in the process of becoming a patient. As a result of this work, the teams developed a series of operational initiatives, prioritized them, and are now in the process of incorporating those ideas into their strategic marketing plans.
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