A case study involving Virtua, a hospital chain in New Jersey, illustrates how capturing patient voices improved their hospital experience. The initiative addressed challenges related to financial aspects of healthcare by enhancing transparency and developing self-service tools for patients. As a result, there was greater awareness of healthcare options and improved interactions between patients and employees.

1. CAPTURING THE VOICE OF THE PATIENT
led to a more compassionate and efficient hospital experience.
CASE STUDY
Case-1067

2. Virtua, a hospital chain in
New Jersey, operating
urgent care centers,
hospitals, health centers
and more.
ABOUT THE CLIENT
Case-1067 © 2017, Sutherland Global, Inc. All rights reserved.

3. THE CLIENT CHALLENGE
Our client was great at delivering health care,
but wanted to validate solutions to handle
financial aspects of the patient journey more
efficiently and with sensitivity.
Case-1067 © 2017, Sutherland Global, Inc. All rights reserved.
PATIENT JOURNEY
was negatively
impacted by design
of ER
Confusion around
AFFORDABILITY of
health care options
Lack of understanding
regarding health care
options and ELIGIBILITY

4. Case-1067 © 2017, Sutherland Global, Inc. All rights reserved.
The Sutherland Transformation
Cost estimator
tools to improve
transparency
Captured the
voice of 100+
patients &
employees
Patient portal
for self-service
registration and
clinical info

5. PARTNERSHIP RESULTS
SUTHERLAND
+
Better physical space design
improved patient/employee
interactions
Increased self-service
registration through
tools & mobile apps
Case-1067 © 2017, Sutherland Global, Inc. All rights reserved.
Increased awareness and
transparency around
healthcare options