Empowering the voice of the consumer
What do patients want most from the healthcare experience? A better relationship with their care team. What do they want less of? Long wait times, poor communication, scheduling oversights, and lack of privacy and comfort. Attending to the concerns of patients and care teams takes more than asking questions—it involves empowering their voices to make change happen.
Focus on people
We identify gaps in patient and care team interactions and assess the quality of the community’s interaction with the hospital. The goal: improve care team relationships, streamline patient hand-offs, and engage patients in their care decisions.
Focus on service
Lens designs new care delivery models and services that focus on caring for the whole patient—including their medical and social needs. The goal: curb overtreatment, reduce medical expenses, and improve outcomes.
Focus on systems
We design efficient systems and optimize resources to create space for what patients, families, and care teams value. The goal: create more face-to-face time between patients and providers.
- a multitude of choices
- a single point of contact
- a responsive care team
- personalized care
- healing environments
- feedback valued
- convenient access to care
CARE TEAM NEEDS
- inventive workspaces
- realistic schedules
- user-friendly technology
- administrative and IT support
- easy access to meaningful data
- seamless patient hand-offs
EXPERIENCES CREATE VALUE
HCAHPS and Star Ratings measure patient satisfaction. Lens measures the power of experience in three impactful ways:
- Rewarding outcomes: Experiences that enhance communication and foster relationships improve patient outcomes and lower the cost of care. Do your patients follow-up on visits and follow through with treatment plans?
- Brand loyalty: Exceptional experiences build satisfaction in both patients and care teams. What is your patient referral rate?
- Talent retention: Exceptional experiences in the workplace attract and retain skilled care team members. How easy is it to recruit new staff? Is burnout impacting turnover?