Strengthen customer care & experience

We continue putting the patient’s experience and outcomes first.

WHOLE PERSON CARE


The customer experience is at the heart of Whole Person Care. To improve it, every action we take needs to start by seeing the customer’s perspective. How can we deepen their relationship with their care team? How can we make it more convenient to get care? And more affordable? A simpler, supportive system helps clear the way for value-based care.

People want better, more affordable care. Currently, care is too fragmented, uncoordinated, of variable quality and too unaffordable for many. The people we serve deserve better.

ALLINA HEALTH HAS MUCH TO OFFER, BUT WE’RE CONFUSING TO NAVIGATE.

Addressing their needs is vital because people have more health care choices than ever before and we want them to choose us. We must expand how we think about the experience, value and convenience of the services people receive.

Other categories have raised consumers’ expectations of health care. Big box retailers, retail pharmacies and many other new players are entering the convenience and urgent care markets. To remain a strong, industry-leading health care organization, we must evolve our care model.

DELIVERING WHOLE PERSON CARE RELIES ON ESTABLISHING DEEPER RELATIONSHIPS WITH EACH OTHER AND THE PEOPLE WE SERVE.

If we are going to be responsible for keeping populations of people healthy, it’s imperative that we explore new ways of outreach and partnerships that support healthier lifestyles, interventions and health education.

We want to give people the care they deserve. Here’s how we’re making it possible. 


Creating a better way to move.
There’s more to maintaining physical movement than treating what’s broken. MOVE is a pilot program built around services that help people move better.

 

Explore MOVE

More than a website, a way of care.


Where people receive care is changing. To give customers what they need, and to discover new tools for delivering Whole Person Care, we went on a mission to rethink all things digital.

 

Explore digital 

A renewed space to heal.


Seeing the need for a holistic approach to mental health and addiction, Mercy Hospital – Unity Campus is building new ways to care for the whole person—from a person’s first phone call for help to their transition back into the world.

 

Explore mental health

Activities

Strengthen Customer Care & Experience

Whole Person Care already happens in many areas of our organization and in the individual interactions between our staff and the patients and families they care for every day. These toolkits are aimed at helping people recognize and celebrate Whole Person Care so that we can work together to deliver it more consistently to all of the patients we serve.

1

Read one of the stories above that relates to your work.

2

Pick a minimum of one discussion question to serve as a conversation starter with the group.

3

As an optional next step, choose a Put it into Action Activity—these can be performed on your own, at or away from work.

Activities

Strengthen Customer Care & Experience


Discussion

 

  1. Think about your experience being a patient — what would you improve?
  2. What makes you feel valued? What makes you feel cared for?
  3. What would you like to do more of for our patients? How can we support you in that?

Activities

Strengthen Customer Care & Experience


Put it Into Action

Go out of your way to create an experience that makes a colleague, patient or someone in your life feel valued. In one week, let’s come back & talk about it. What did you do? How did that person feel? Does it make you think differently about how you interact with others?

Your Stories

The story of Allina Health is one each we write every day.
Submit your story to us below and share how you’re living out Whole Person Care.

Submit Your Story