Truth
Clarity
Grounded in these insights, Brandtrust and Orlando Health first developed Brand and CX Blueprints designed to strategically anchor the organization’s shift to holistic ideal patient experience delivery. Additionally, Brandtrust led an internal culture engagement process that drove grassroots insights internalization, and activation throughout the organization and resulted in the development of a Cultural Blueprint designed to guide consistent and ongoing internal activation.
Action
Ultimately, Orlando Health continued significant steps to guarantee the brand’s internal activation, including but not limited to key activities in partnership with Brandtrust: The formation of a Customer Experience Executive Council trained to “own” ongoing innovation against and delivery on the Cultural Blueprint & Reimagining specific patient touchpoints, including an improved patient scheduling experience that directly aided in reduced overall patient readmissions. Finally, Orlando Health has incorporated relationship data into corporate success metrics to guarantee ongoing priority and delivery.
