Case Study: NCI Cancer Center achieves a frictionless patient experience with The Chartis Group

NCI Cancer Center boosts conversion 23% with The Chartis Group

An NCI cancer center sought to provide a frictionless patient experience and overcome barriers to care, such as lengthy wait times and complex financial clearance. To address this, they engaged The Chartis Group to help co-create and launch a new, institution-wide navigation program.

The Chartis Group evaluated existing efforts and designed a new nurse navigator role, which was piloted in four disease sites. The solution established standardized intervention points and functions. Results from the pilot included a 23% increase in new patient appointment conversion and an 11% increase in patient retention, demonstrating a significant positive return on investment and a dramatically improved patient experience.