HealthcarePatient ExperienceJourney MappingChange ManagementPatient Journey Optimization for Nexus HealthcareNexus Healthcare’s patient satisfaction scores were falling. Lumina mapped the complete patient journey and redesigned 6 critical touchpoints, lifting satisfaction by 28% in 9 months. ClientNexus HealthcareCategoryTransformationYear2021The ChallengeWhat Was at StakeNexus Healthcare’s 18-hospital network was experiencing declining patient satisfaction scores (from 82 to 71 over 3 years) and a […]