The Challenge
How do you get the insights you need to drive innovation and more deeply engage with your customers? That was the problem Envera Health was facing. They hired Share More Stories to help them develop a solution, grounded in the human truths of healthcare and the authentic connections that come from bringing together their shared-values community.
The Solution
We first started by engaging Envera’s employees, many of whom worked in their consumer engagement center, handling scheduling requests and providing patient follow-up services. We used our storytelling workshops to help these employees share their experiences serving patients who were navigating the healthcare system. The story sharing was deep, emotional and authentic. The experience, itself, was quite positive for the employees that were involved. Through sharing their stories, they were able to develop closer connections with their colleagues. They were also able to articulate the deeper meaning of their work and remember how passionate they are about working for Envera Health, and the common purpose they are all working towards.
Those stories provided great insight into the healthcare experience today. Using AI-powered analytics tools and our own machine learning processes, combined with the diverse experience and perspectives of the Share More Stories team, we were able to identify some anchoring “truths” of the healthcare experience today.
Those insights provided the springboard for our next phase. With Envera Health, we brought together their executives, current customers, and thought leaders from both inside and outside the industry. This was a community that was grounded in a shared desire to transform the healthcare experience. We also had them share their most memorable, personal stories of the patient experience in healthcare. Again, story sharing accelerated connections among the attendees. We added in what we had learned from Envera Health employees, discussions with thought leaders and design-thinking exercises. This process revealed more “truths” about what healthcare is like today and what it could be in the future.
The Outcomes
Envera Health created authentically deeper relationships with their customers as well as other community stakeholders. Participants left inspired and reinvigorated, with actionable ideas for steps they could take to make the change they want to see. Envera Health identified concrete ideas for enhancements to their services, as well as a first-edition of the Truth Report. This is a tool that not only allows Envera Health to begin tracking the evolution of the patient experience, but it is a platform for further engagement with their own employees as well as current and prospective customers.
The work demonstrated significant value and we proceeded to do a second annual study, examining how staff and patient experiences were evolving after a year of significant business process change, technology transformation, and organizational growth. We were able to understand and help Envera address opportunities to strengthen employee engagement, identify specific customer engagement and business development opportunities, and identify ways to achieve the goals of transformation while centering the human experience.