Case Study: BayCare Health System achieves better customer insights and alignment with Vision Critical

The community helps BayCare fulfill its mission of improving quality by truly serving the needs of its customers

BayCare Health System, a leading not-for-profit health care system serving the Tampa Bay area, believed many customers found health care confusing, inconvenient, and hard to access. To better understand these pain points and differentiate its brand, BayCare worked with Vision Critical to create the Health Huddle insight community for customer feedback and journey mapping.

Using Vision Critical, BayCare engaged patients to uncover needs and improve experiences, including clearer billing statements, better product naming, more useful physician profiles, and a concierge-style membership program. The initiative helped BayCare enhance advertising messages, manage marketing investments, align organizational resources, and focus on the programs with the most impact, while showing customers they were being heard.

BayCare Health System

Brian Curtiss

System Marketing Director