Patient Journey Optimization for Nexus Healthcare
Nexus 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.
Client
Nexus Healthcare
Category
Transformation
Year
2021
The Challenge
What Was at Stake
Nexus Healthcare's 18-hospital network was experiencing declining patient satisfaction scores (from 82 to 71 over 3 years) and a readmission rate 4 points above the national benchmark. Leadership lacked a unified view of the patient journey across care settings.
"Every patient deserves a care experience as clear and confident as the clinical team delivering it."
Our Approach
How We Tackled It
Lumina conducted a comprehensive patient journey audit across all 18 hospitals, analyzing 340,000 patient records and conducting 200 patient interviews. We mapped 47 touchpoints and identified 6 critical friction points responsible for 73% of negative patient experiences.
The Solution
What We Built
We designed and implemented a Patient Journey Optimization program: a real-time patient experience dashboard for care coordinators, an AI-powered discharge planning tool, and a post-discharge follow-up automation system. Staff training and change management ensured adoption across all 18 hospitals.
Project Timeline
01
Journey Mapping
3 weeks
Patient interviews, record analysis, and 47-touchpoint journey map.
02
Insight Synthesis
2 weeks
Prioritization of 6 critical friction points by impact and feasibility.
03
Solution Design
4 weeks
Co-design workshops with clinical and administrative staff.
04
Implementation
12 weeks
Phased rollout across all 18 hospitals with change management support.
Measurable Outcomes
+28pts
Patient Satisfaction
Improvement in overall satisfaction score.
-15%
Readmission Rate
Reduction in 30-day readmission rate.
+34%
Discharge Efficiency
Faster discharge planning with AI tool.
18
Hospitals Transformed
Full network rollout completed.
AO
"Lumina helped us see our patients' experience through their eyes. The results speak for themselves—but more importantly, our patients feel the difference."
Dr. Amara Osei
Chief Medical Officer, Nexus Healthcare
