Case Study: Saltzer Medical Group improves patient satisfaction with Optum Pulse

The Digital Transformation Journey to Improve the Patient Experience

Saltzer Medical Group, a healthcare provider in Idaho, sought to enhance the patient experience to improve satisfaction, retention, and volume. To begin their digital transformation, they engaged vendor Optum, utilizing their Pulse platform powered by Digital Experience Manager, to move away from inefficient paper-based feedback systems.

Optum implemented a consumer-centric digital survey delivered via email immediately after patient visits. This solution provided Saltzer with real-time, actionable feedback, leading industry averages. The results included a 9% increase in patients' likelihood to recommend the practice, the generation of over 30 five-star online reviews, and internal operational improvements such as a revamped call center.

Saltzer Medical Group

Julie Allen

Executive Director