Challenge
A large health system faced declining patient satisfaction due to a subpar in-room coffee program. Surveys indicated that the coffee was consistently cold and had an unpleasant taste.
Solution
To address these challenges, we redesigned the coffee program. We analyzed patient survey data to identify specific areas of dissatisfaction. Additionally, we selected and implemented high-quality coffee equipment capable of delivering consistent hot, flavorful coffee. To ensure efficient and cost-effective operations, we optimized delivery schedules and pricing strategies. Furthermore, we curated a selection of coffee blends that catered to diverse patient preferences. By transitioning the health system to owning its own coffee equipment rather than renting, we realized long-term cost savings.
Impact
The redesigned coffee program yielded significant improvements. Patients reported receiving hotter and better-tasting coffee, leading to a noticeable increase in satisfaction levels. By owning their own equipment, the health system realized substantial cost savings compared to renting. Subsequent patient surveys revealed a positive trend in overall satisfaction with the in-room coffee program. The improved coffee experience contributed to increased patient loyalty and a more positive overall perception of the health system.