In published rankings of health systems, Wisconsin-based Froedtert & the Medical College of Wisconsin health network has historically towered over its peers in areas such as physician quality, research and technology. But there is one area where the health system has struggled: convenience.
“We are known as the place to go when it’s serious,” says Steve Basilotto, chief experience officer at Froedtert ThedaCare Health. “We provide the best quality care around — period. And that’s great, assuming people can get in to see you.”
To close this gap, the Froedtert & MCW health network leaders began an ambitious effort to redesign the health system’s contact center and unified communications environments. The new systems launched in May 2024, and already the organization is seeing some improvements in how patients connect with providers and expects to see more as it optimizes this transformation.
As healthcare evolves to become more consumer-friendly, addressing patient experience challenges has become a crucial concern for providers.
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