Case Study: Saltzer Medical Group

“We’ve participated in previous paper surveys, but they haven’t been user friendly for the patient. Change Healthcare provided a fully turn-key process that is very easy to administer.”
- Julie Allen
Executive Director
Saltzer Medical Group
Customer
Saltzer Medical Group Greater Boise area, Idaho
Challenge
Enhance the patient experience to drive satisfaction, retention, and volume
Products
Pulse, powered by Digital Experience Manager
Results
- Patient satisfaction survey response rate exceeds industry average:
- Email open rate >6% higher
- Email click-through rate >14% higher
- Revamped call center operations to optimize experience
- Patients’ likelihood to recommend practice increased 9% in most recent quarterly report
- Increased positive online posts to improve reputation, including more than 30 five-star reviews
The Customer: Saltzer Medical Group
Saltzer Medical Group has five clinic locations throughout Idaho and offers 14 medical specialties, including sports and internal medicine, neurology, OB/GYN, pediatrics, pulmonology, rheumatology, primary care, ENT, and general surgery. The group has approximately 250 employees and serves 40,000 patients each year.
The Challenge: Transform the Patient Experience
The healthcare industry’s shift to value-based care coupled with growing consumerism makes it critical to deliver a patient experience that will both retain and attract patients. While providers strive to be more consumer-centric to meet patients’ expectations, there are significant obstacles to overcome. Creating the seamless user experience and the high-quality service level patients desire is often challenging due to disparate data systems. When data operates in silos, it forces patients to interact with multiple systems, creating an inefficient, often-frustrating experience.