Case Study: University of Minnesota Physicians reduces turnover, raises patient satisfaction to 97%, and builds stronger leaders with HealthcareSource

University of Minnesota Physicians Uses Blended Learning to Create Strong Leadership, Reduce Turnover, and Improve Patient Satisfaction

University of Minnesota Physicians (UMPhysicians), a major academic medical group with more than 900 physicians and 1,800 health professionals, faced stagnant employee training, high first-year turnover (22%), low patient-satisfaction scores (about 52%), and managers promoted without leadership preparation. These gaps limited service quality and threatened retention as the organization pursued its mission of advanced patient care and education.

UMPhysicians implemented a blended-learning strategy using HealthcareSource’s eLearning Library and NetLearning LMS: role-based new-employee orientation, a front‑desk career track with required eLearning and proficiency milestones, and multi-track leadership certification combining instructor-led and online courses. The program cut turnover to 14%, raised patient satisfaction to nearly 97%, promoted 23% of front‑desk staff to senior roles, improved engagement and managerial capability, and produced cost savings in recruitment and onboarding.

University of Minnesota Physicians

Michelle Gross

Manager of Staff Training and Development