Putting heart into the 'first hello'
Reimagining the new patient welcome experience.
Since 2004, Sutter Health’s Kanbar Cardiac Care Center has offered best-in-class treatment options to diagnose and treat a range of cardiac issues, from mild heart attacks to major transplant surgeries. While Kanbar's track record of healthcare innovations was stellar, it struggled to provide customer service that matched, resulting in less-than-favorable patient reviews. Catalysed by the passing of its benefactor, Bay Area entrepreneur Maurice Kanbar, the appointment of a new director of cardiac care, and a move to a different hospital within Sutter Health’s sprawling California Pacific Medical Center in San Francisco, Kanbar leadership turned to IDEO for help. The request: Design a more cohesive, compassionate, and comprehensive care journey for new patients and their families from the “first hello,” without relying on a single brick-and-mortar space to unify the experience.
Sutter Health’s Kanbar Care Center at California Pacific Medical Center was lauded for its award-winning cardiologists and advanced technology, but its complex and confusing scheduling system was causing its patient satisfaction scores to suffer.
Being diagnosed with a heart condition can be unsettling and anxiety-producing. Add to that being asked to navigate a complex health system with bureaucratic processes and unfamiliar specialist terminology just to make your first appointment. It’s not surprising that new patients were arriving at the Kanbar Cardiac Care Center frustrated, upset, and stressed—and that frontline scheduling staff felt similarly overwhelmed.
To better understand both sides of the cardiac patient journey, IDEO shadowed Kanbar physicians, nurses, and administrative staff. The team also conducted in-depth interviews with patients from diverse perspectives, including those receiving transplants, recovering from cardiac arrests, and managing chronic heart disease. The research highlighted the importance of making a strong first impression, particularly for referral patients who need more reassurance and guidance to feel confident about their care. Nailing the “first hello” was a unique opportunity to transform a potentially complex and stressful situation into one of clarity and compassion.
With patient insights in hand, IDEO developed principles for a successful first hello: Start strong by ensuring patients feel well-supported before they arrive at their initial appointment, particularly during referral and scheduling moments. Ensure that a real person is available to provide support and care behind every automated touchpoint. And answer every patient request clearly and in a timely manner.
Inspired by these principles, IDEO co-designed a suite of digital tools in collaboration with patients and Kanbar staff, including a Patient Advocate Hub and guidelines for referral welcome messaging. A one-stop digital center, the Patient Advocate Hub provides patients with everything they need to know before their first appointment—from emotional to logistical support. It also offers patients ways to reach a dedicated staff member who can offer one-on-one support. Referral messaging best practices inspire trust and facilitate a smooth transition from the patient’s primary care physician to Kanbar’s cardiac specialists. Together, the tools aim to reduce confusion and streamline the scheduling process, free administrative staff to have more meaningful customer interactions, and increase patients’ confidence and satisfaction with Kanbar’s care.
In xxx, Kanbar began rolling out two new patient interactions… [WHAT ARE THEY AND WHAT HAPPENED NEXT? WHAT IMPACT CAN WE POINT TO?
Being diagnosed with a heart condition can be unsettling and anxiety-producing. Add to that being asked to navigate a complex health system with bureaucratic processes and unfamiliar specialist terminology just to make your first appointment. It’s not surprising that new patients were arriving at the Kanbar Cardiac Care Center frustrated, upset, and stressed—and that frontline scheduling staff felt similarly overwhelmed.
To better understand both sides of the cardiac patient journey, IDEO shadowed Kanbar physicians, nurses, and administrative staff. The team also conducted in-depth interviews with patients from diverse perspectives, including those receiving transplants, recovering from cardiac arrests, and managing chronic heart disease. The research highlighted the importance of making a strong first impression, particularly for referral patients who need more reassurance and guidance to feel confident about their care. Nailing the “first hello” was a unique opportunity to transform a potentially complex and stressful situation into one of clarity and compassion.
With patient insights in hand, IDEO developed principles for a successful first hello: Start strong by ensuring patients feel well-supported before they arrive at their initial appointment, particularly during referral and scheduling moments. Ensure that a real person is available to provide support and care behind every automated touchpoint. And answer every patient request clearly and in a timely manner.
Inspired by these principles, IDEO co-designed a suite of digital tools in collaboration with patients and Kanbar staff, including a Patient Advocate Hub and guidelines for referral welcome messaging. A one-stop digital center, the Patient Advocate Hub provides patients with everything they need to know before their first appointment—from emotional to logistical support. It also offers patients ways to reach a dedicated staff member who can offer one-on-one support. Referral messaging best practices inspire trust and facilitate a smooth transition from the patient’s primary care physician to Kanbar’s cardiac specialists. Together, the tools aim to reduce confusion and streamline the scheduling process, free administrative staff to have more meaningful customer interactions, and increase patients’ confidence and satisfaction with Kanbar’s care.
In xxx, Kanbar began rolling out two new patient interactions… [WHAT ARE THEY AND WHAT HAPPENED NEXT? WHAT IMPACT CAN WE POINT TO?
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