A 2017 CX INNOVATION AWARD NOMINATION

Mayfair • Apr 11, 2017

Think for a moment about your last experience with the health care system. Was it exceptional? Comparable to the best experience you’ve ever had? Chances are, probably not. In fact, according to a recent GE Healthcare study, 81 per cent of patients are unsatisfied with their healthcare experience. For Mayfair, this is unacceptable. Why should your experience at the doctor’s office be any different from an experience at your favourite restaurant, hotel, airline, or store? The answer is – it shouldn’t.

Mayfair see’s this disparity as an opportunity for change. We no doubt will continue to advance our business by investing in innovative technologies to help provide our patients with the very best quality of care, but we are also dedicated to ensuring our patient’s entire experience with us is nothing short of amazing. Whether that means arranging transportation to and from an appointment, staying open later with extended hours, answering questions in real time with our instant messaging tool, we’re on a mission to change the way Canadians perceive their experience with the health care system. And, we seem to be making some progress.

Not only does our recent nomination for a CX Innovation Award have us excited, it’s also confirmation that we’re on the right track. Part of Insight Exchange, an annual conference put on by the Customer Experience Professional Association (CXPA), the CX Innovation Awards are given to organizations that put the customer at the heart of all they do. Mayfair has been selected as one of this year’s nine finalists for our approach to designing our newest clinic in Calgary, Alberta.

When we thought of building a new medical imaging facility, we really wanted to think of the ‘clinic of the future’ and what that model might look like from a patient’s perspective. More than the state-of-the-art technology and world-class medical expertise, what makes this clinic so extraordinary is that it was designed from the very beginning with patients, our employees, our physicians, and our radiologists. We all worked together to understand what it really feels like to be a patient and then used our insights to build a clinic that is setting a new standard for community-based radiology clinics in Canada.

Its atmosphere boasts a warmly decorated lounge with stress-relief elements such as dimmed lighting, soothing music and comfortable furniture, Wi-Fi and charging stations, and a selection of refreshments. Listening to patients also resulted in such things as more robust change room doors, providing shoulder bags to carry valuables, and comfortable robes to be worn over medical gowns – all things identified by patients as pain points associated with the traditional patient experience.

Since opening the clinic in August 2016, customer feedback has been exceptional with virtually all patients completing our Patient Satisfaction Survey feeling that their experience with us either met or exceeded expectations. While we’d be delighted to win a CX Innovation Award, we’re also humbled and honoured to have received recognition for the work we are doing to break the stereotypical health care experience.

Click here to watch a short video about this clinic.


REFERENCES

2016 GE Healthcare Camden Group: The State of Consumer Healthcare: A Study of Patient Experience