Healthcare Organizations Learn Consumer-Friendly Lessons to Improve Patient Experiences

Froedtert & the Medical College of Wisconsin health network, known for its excellence in physician quality, research, and technology, faced challenges in patient convenience. To address this, they launched a comprehensive redesign of their contact center and communications systems in May 2024. The transformation aimed to improve access to care and communication, especially for younger, tech-savvy patients demanding more convenience. The network centralized its contact center, allowing remote work options and improving operational efficiency. They also adopted advanced technologies like AI and telephony software. Early results show increased patient satisfaction and improved call response times. Yale New Haven Health similarly focused on improving patient experience, streamlining operations, and reducing wait times through initiatives like Access 365.