The document summarizes the services of Endeavor Management, a consulting firm that helps healthcare organizations improve the patient experience. They do this through gathering insights from patients and physicians, developing strategies to create consistent experiences across touchpoints, and providing tools to monitor experiences. Their approach involves understanding both functional and emotional needs, creating experience maps, developing personas, and benchmarking clients against industry best practices. The goal is to help clients deliver exceptional experiences that increase loyalty and advocacy.

1. Experience Management
Bringing the Voice of the Customer to Data, Insights & Execution

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The experience provided represents some of the best opportunities to create patient loyalty.Delivering an exceptional
experience in today’s complex and changing healthcare environment requires a disciplined approach and a deep
understanding of customers.
Gatheringrelevant market intelligence to better target
and segment the market
Providinga consistent,streamlined experience
Increasingreach and findinginnovativeways to better
engage patients and physicians
Equippingyour teamwith insight & tools to grow
advocacy
COMMON CHALLENGES
Experience Management
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OUR FIT
Insights + Expertise = Practical Strategies
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Use of proven research tools and
frameworksfor brand,
experience, culture and
operations management across
industries.
A 50-year heritageof research
innovation to drive strategic
decision-making.
Best practices developed with
national leaders in healthcare.
A team that includes those with
prior healthcare leadership
experience.
Deep understanding of the
healthcare systemenvironment,
fromthe most complex
(academic-community
partnerships) to mostcompetitive
(regionally-based systems).
Trusted advisor to someof the
mostrecognized healthcare
systems in the country.
Industry Expertise Research-Driven Insights
Clear and actionable
recommendations using insight-
driven scenario development to
express multiple options.
Consensus-driven decision
making processes to ensurethe
strategy is embraced.
Engagement processes to
maximize the potential for
advocacy of the strategy, both
internally and externally.
Practical Strategies
We appreciate the unique needs of healthcare brands. With much more at stake in every single interaction,
understanding decision factors and aligning your experience to it is paramount. Our approach is based on our extensive
experience working with many national healthcare brands.

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SCOPE OF SERVICES
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Buildinga Customer-Oriented Experience
Experience Management
For over 20 years, we’vebeen using our
proven approach to organizeinsight
development, strategy design, and
experience monitoring. We assess key
needs, touchpoints, and experience
stewards throughoutthecontinuumof the
journey.
• Patient Experience Management
• Physician Experience Management
• Donor Experience Management
• Healthcare Employee Experience
Management
• Touchpoint Assessment
• Persona Development
Experience Strategy & Design
We guide your experience design and
planning efforts, with a focus on cross-
organizationalcollaboration and
experience consistency throughoutthe
supply chain. Our digital insights
dashboards provideintegration and easy
access for monitoring customer
experiences.
• Cross-Functional Workshops
• Healthcare Growth Playbook
• Health Brand Strategy
• Digital Insights and Dashboards
Implementation
Excellence
Our team members haveexecutive-level
experience and expertise in executing
planning efforts, culturaltransformation,
and cross-functionalcollaboration. We
translateyour insight and planning efforts
into action.
• Strategic Planning
• Financial Analysis
• Revenue Cycle Improvement
• Operational Excellence
• Organizational Transformation
• Quality and Patient Safety
• Executive Transition
• Destination Medicine

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PHILOSOPHY
We believe that culture and your brand promise
are linked through the experience delivered.
Leaders translate customer expectations to the
organization, assign priorities and reinforce
expected behaviors.
We intentionally examine the differences between
functional needs (what is done) with emotional
needs (how patients feel about the interactions).
Alignment with expectations creates an
exceptional experience and a sustainable
competitive advantage.
Set, Met, Reinforced – The Key to Experience Management

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PROCESS
The Continuumof RelationshipManagement
• Listening to establish a foundation for
insights.
• Using insights to define the ideal
experience and impart best practices.
• Collaboratively defining the promise and
designing high priority initiatives.
• Delivery of the ideal experience to
reinforce the brand promise and grow
advocacy.
• Most importantly, our approach includes
tools to allow you to monitor and repeat
the experience management process and
to support service recovery.
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OUR APPROACH
Experience MappingFramework
We organize all activities through the use of an
experience map to examine the experience
holistically.
The map frames the experience in terms of
activities, key touchpoints, and touchpoint
stewards. The experience map is customized
based on audience (patient, physician, donor)
and service area.
Key Tool – The Experience Map

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BENEFITS
Experience Management
• Brand Perceptions
• Decision Factors
• Marketing Channels & Touchpoints
• Outreach
• Referral Channel Performance
• Patient Communications
• Develop Empathy
• IdentifySegment Needs
• Deliver the Ideal Experience
• Maximize Marketing& Outreach
• Align Marketing and Operations

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BUILDING EMPATHY
AppreciatingDifferent Types of Needs
Functional
Awareness
Accessibility
Confidence in Care
Care Coordination
Follow-Up Care
Planning
Emotional
Respect for Time
Inclusion
in the Process
Feeling Listened To
PersonalizedCare
Education and
Empowerment

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For Each Stage of the Experience:
• Day in the Life - Current versus ideal
• Touchpoint analysis and prioritization
• Verbatim quotes and selected audio clips
• Detailed findings with rich quotes
In-depth insight into what customers do,
think, feel,and need during their experience.
UNDERSTANDING
A Day in the Life

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Personas Include:
• Descriptors
• Behaviors
• Needs
• Opportunities
Bringing to life key segments through
examining descriptors,behaviorsand needs.
SEGMENTS
Persona Development

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INSIGHTS TO ACTION
Prioritizing MultipleEfforts
Our recommendationsare developedand
prioritized based on the findings, information
review and our observations.
The Kano model shows how tangiblecustomer
needs, wants, and suggestions can be segregated
into three separate requirement categories.
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DESIGN
Engaging Staff for Change
Communication
Message mapping and
communications at various
touchpoints
Coordination
Processes and technology to
increase efficiency
Care
Expected behaviors required to
create lasting impressions
Our workshops facilitate cross-functional teams to create long-lasting outputs and maximize buy-in for sustainable
change. We engage internal stakeholders around expected behaviors, process improvements, and communication and
bring successful frameworks and industry knowledge to ensure a successful, additive outcome.

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EXPERIENCE
Leveraging Best Practices
We assess how your current practices relate to cross-industry standards for managing customer experiences. Our
benchmarking, done by operationally-experience consultants, provides a roadmap for systemic improvements.
Insight Includes:
• ClinicalOperations/ServiceDelivery
• Contact Centers
• PhysicianRelations
• Marketing
• Multipleaudiences, includinginternal,
physicians,patients, and donors

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FOCUS ON THE FUTRUE
DigitalInsights & Dashboards
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We work with nationally-recognizedInstitutions:
• 4 “HonorRoll” institutions
• 8 out of the top 20 cancer programs
• 3 out of the top 4 pediatric hospitals
• 3 out of the top 10 cardiovascularprograms
NationalBenchmarkingStudies:
• Patient experience management
• Marketing practices
• Physicianrelationsprograms
• International programs
Ranked as one of top 50 Healthcare Consulting
firms by Modern Healthcare
The Gelb Difference:
Our collaborative,information-basedapproach
instills confidence in results and brings into focus
the true meaning of offering an exceptional
customer experience.
We have been specializingin customer
experience for over a decade. Our approach
applies industry best practices and proven
frameworks to real-world situations.
Our team members have depth and breadth of
experience and knowledge; many have executive-
level experience at leadinghealthcare
organizations.

17. THANK YOU
www.endeavormgmt.com/healthcare
950 Echo Lane, Suite 200, Houston, TX 77024
@GelbConsulting
Contact
800-846-4051
info@gelbconsulting.com
www.linkedin.com/gelbconsulting