Case Study: Virtua improves patient experience and cost transparency with Sutherland Global Services

Virtua - Customer Case Study

Virtua, a hospital chain in New Jersey, sought to improve the financial and administrative aspects of the patient journey with greater sensitivity and efficiency. Their challenge was to enhance both customer and employee experiences while managing their medical, business, and regulatory obligations. To address this, they partnered with Sutherland Global Services for its consulting and design thinking expertise.

Sutherland Global Services conducted extensive ethnographic research to identify key pain points. The solution included developing a patient portal for self-service, cost estimator tools for transparency, and improved physical space design. This partnership resulted in a more compassionate and efficient hospital experience, marked by improved ease of patient communication and increased transparency around healthcare options for informed decision-making.

Virtua