Changing our customer experience doesn’t just mean changing the way we think and act. It means changing the clinic itself. It means changing the way our customers think about a visit to the clinic. It means changing everyone’s relationship with health care.
To do it, we’re working on reimagining what a clinic can be, understanding what our customers need most and providing for the future of both our business and our community.
We started by thinking about how to improve our space, but it wasn’t long before we realized to truly improve healthcare and enhance our relationships, which are key to our success, we had to go beyond small improvements and find a different role for ourselves, and our clinics, in the lives of our customers.
We put ourselves in our customers’ shoes and thought about what they might need and want, but also what health care could really do to improve their lives. And then we asked them which ideas felt the most exciting, the most inspirational – the most life-changing.
Two things rose to the top:
First, that health care should be integrated into the community. It shouldn’t be disconnected and isolated, but should be able to point customers to local resources, like gyms, classes and even grocery stores, that are part of everyone’s overall health.
Second, that health care should be proactive. It should be about making a plan to stay healthy and enjoy life, not just about reacting to illness or injury.
And, in all cases, we also found that we need to make it welcoming to all, and a place that people feel comfortable visiting whether they’re sick or well. A place that’s inspiring and exciting to be a part of.
“The clinic redesign project is so much more than a better patient experience—it’s also a better employee experience allowing us all to live Whole Person Care.”
These changes mean that employees and patients play a larger role in helping to understand the unique needs of each community. By offering a broader range of traditional and non-traditional services, we’ll be able to help our patients and our staff choose the programs and services that can bring wellness to life in their communities.
That’s the future of Allina Health clinics. In fact, it’s the future of Allina Health care – it goes beyond a single visit, a single problem, and a single day. It takes into account all the elements that make up health. It’s Whole Person Care, made real.