BayCare Health System

The community helps BayCare fulfill its goal of improving quality by truly serving the needs of its customers

Enhanced advertising messages

Managed marketing investments

Aligned organizational resources

overview

BayCare Health System is a leading not-for-profit health care system that connects thousands of patients to 15 hospitals and thousands of health care providers in the Tampa Bay area.

Fast Facts

Industry:

Health Care

Role:

Customer Experience

Use case:

Customer experience

Product innovation

Business Outcome:

Improve customer satisfaction

Accelerate innovation

De-risk decisions

Business Challenge

BayCare believed many of its customers felt that the American healthcare system was confusing, inconvenient and not easily accessible. The company wanted to address these issues to distinguish the BayCare brand and help community members get the care they deserved.

Solution

BayCare created the Health Huddle insight community to engage with patients and identify pain points. Health Huddle has been used to develop better patient billing statements, name innovative new products and create more meaningful physician profiles. BayCare also leveraged the community to develop a membership program with a concierge-like service to help people navigate their health care choices more seamlessly.

Enhanced advertising messages

Managed marketing investments

Aligned organizational resources

The Health Huddle allowed us to focus on programs and resources with the most impact. It has demonstrated to our customers that we’re listening.

-Brian Curtiss, System Marketing Director, BayCare Health System

Our Health Huddle insight community is our ‘North Star’ to guide us in getting real-time voice of the customer feedback.

-Ed Rafalski, Chief Strategy and Marketing Officer, BayCare Health System

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