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Client
A leading U.S.-based multispecialty academic hospital
Sector
Healthcare
Project
Journey mapping
- Client challenge
- Benefits to client
- Approach
- KPMG insights
Client challenge
To achieve its goal of advocating healthy living, this hospital established a wellness organization responsible for implementing wide-reaching wellness programs. Over the years, its encouragement of entrepreneurialism and lack of coordination resulted in a miscellany of initiatives, many of which were rarely used by employees and patients.
The client not only needed insight into how to better organize programs into a coherent and integrated whole but also wanted to know if there was value in commercializing its programs.
Benefits to client
KPMG LLP’s (KPMG) strategic rationalizations, benchmarking, journey mapping, and redesign recommendations helped the client:
- decide against commercialization of its wellness programs
- realize the importance of hiring an internally focused leader to run its Wellness Institute
- reduce its wellness programs from 135 to 20 in order to focus on integrating wellness into its care model, enhancing current medical fitness operations, and improving its employees’ results in the areas they considered most important.
Approach
KPMG’s Strategy group helped the client strategically organize and categorize its wellness offerings and evaluate the business case for commercializing its wellness program in the community.
Simultaneously, KPMG’s Experience Design and Engineering group conducted deep-dive journey maps into what hospital employees most valued in wellness programs and participated in design activities for the short list of continuing programs.
KPMG insights
Employee input on which wellness programs to offer is the key success factor
Wellness programs can increase employee productivity, boost morale, reduce stress, and, by proxy, increase your profitability. While you may think your employees are interested in healthy tacos and a centrally located gym, you may be surprised to learn their top desire is social and behavioral health support. To ensure your wellness programs deliver the intended value, you must develop them based on your employees’ stated needs and desires.
Employee input was a key success factor. This client was surprised by what it learned from KPMG's research.
