The Challenge
A regional, mission-based health system was determined to transform how it served its community. Several ambulatory service lines had historically operated independently, limiting the system’s ability to provide seamless, comprehensive care. To make a lasting impact, the organization needed to better understand its patients, especially its most vulnerable populations, and create a more integrated service line focused on improving outcomes across the entire care continuum.
The system’s leaders understood that this would require both a strategic roadmap and a clear assessment of their current operations. Their ultimate goal: To enhance community value by providing patient-centered care that remains true to the organization’s mission. To address this challenge, the Whole Health team partnered with Point B healthcare experts to design a thoughtful, data-driven approach.
The Opportunity
Our team began by facilitating a series of collaborative workshops with senior leaders to uncover the “why” behind the integration effort and foster alignment around the patient-centered mission. Key to the process was a rigorous assessment of current operations and a deep dive into understanding patient needs across different population segments.
Through this effort, Point B guided leaders to define 5 key patient segments, using data analysis to create detailed personas that represented their community’s unique needs. This focus on prioritizing population segments enabled the health system to tailor services that address the specific health challenges and aspirations of each group.
Their ultimate goal: To enhance community value by providing patient-centered care that remains true to the organization’s mission.
Our Approach
In partnership with the health system, Point B delivered a structured, multi-phase strategy to build a sustainable and people-first care model:
Education and Framework Development
Engaged leaders in a people-first approach to care model design, emphasizing Whole Health principles
Data-Driven Insights
Collaborated with a data scientist to analyze existing patient data and integrate best practices from across the healthcare industry
Population Segmentation
Defined 5 critical patient segments to focus service development and ensure that the health system prioritized the most vulnerable populations
Strategic Roadmap
Crafted a 3 year roadmap to guide the growth of the Whole Health service line, aligning with broader organization goals and financial forecasts
This strategy provided a clear roadmap for the organization to address specific needs within each patient population and deliver personalized care.
Project Results
This collaboration with Point B has empowered the health system’s Whole Person Care service line to drive impactful change at the heart of its mission: Serving patients with empathy and excellence.
Key outcomes included:
- A Patient-Centered Care Model: Designed to put people first, with the flexibility to adapt to evolving patient needs.
- Leadership Alignment: Deepened understanding across the C-Suite, ensuring that leaders are unified on the value proposition of Whole Health for the organization and the community.
- Tools and Coaching for Operational Success: Provided hands-on support to implement each initiative, establish metrics for success, and continually mature processes.
- Sustainable Service Line Integration: Created a foundation for integrated care that now touches over 100,000 patients and thousands of caregivers.
The impact of this work extends beyond Whole Health, with individual service lines now using strategic insights and tools developed to inform their own operational plans.
The partnership between Point B and the health system continues to evolve as leaders embed new governance structures and testing frameworks, ensuring long-term sustainability for Whole Health initiatives. By establishing accountability measures for tracking progress, the health system is well-positioned to meet the growing needs of its diverse patient population now and into the future. Through this journey, our customer has strengthened its commitment to comprehensive, patient-first care, transforming the health system into a model of excellence that truly prioritizes the needs of those it serves.
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