Case Study
In Home Health Clinical Care Company
Goal: The company wanted to become the employer of choice for the clinical workforce.
The Problem
Clinician Attrition
"We hire a 1000 clinicians we lose a 1000 clinicians."
- Head of Human Resources
They had an attrition problem. A major one.
Stopping the Bleed
Faced with severe attrition and waning engagement, we at CXHive.ai turned to our renowned Experience Excellence Framework. Our approach was anchored in alignment and deep empathy, zeroing in on the pivotal moments in the user journey. Redefining success metrics and centering on the clinician experience, along with an all-encompassing approach to change management, we seamlessly integrated AI precision with human-centered insight. The result? We achieved a resurgence in engagement, bolstered clinician satisfaction, and strengthened our bonds with clinicians, exemplifying our unwavering commitment to delivering top-tier customer experiences and operational excellence.
Our Approach
Create Alignment & Empathy
Goal: Understand current clinician experience, pain points, and journey
Activities:
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Journey mapping workshops
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Interviews and surveys with clinicians
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Analysis of existing data and exit root cause
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Identification of key moments that matter
Outcome:
Deep insight into clinician needs, goals, frustrations, and journey
Strategy Development
Goal: Create strategy to improve clinician experience
Activities:
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Align on business objectives, customer needs, and measures of success
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Map new onboarding clinician journey
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Define key moments that matter within the journey
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Identify comms and coordination to connect logistics and ops to new desired experience delivery
Outcome:
Coherent roadmap and clear strategy based on clinician needs
Solution Design
Goal: Design comprehensive onboarding program focusing on identified moments
Activities:
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Create communications plan and timeline
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Develop thoughtful welcome package
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Design streamlined training modules
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Plan for manager check-ins and continuous feedback
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Build in networking opportunities and develop community
Outcome:
Human-centric onboarding program design
Implementation
Goal: Deliver personalized onboarding experience
Activities:
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Welcome communication from manager
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Send welcome package and equipment
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Assign mentor
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Conduct onboarding training
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Check-ins and support from manager and team
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Celebrate onboarding milestones
Outcome:
Smooth onboarding resulting in clinician satisfaction and retention
Iterate and Improve
Goal: Continuously improve clinician experience
Activities:
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Gather feedback through surveys and interviews
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Track product metrics on clinician retention
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Identify new moments that matter
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Optimize onboarding journey and touchpoints
Outcome:
Enhanced end-to-end clinician experience
The Outcome
Meeting People Where They Are At
In just 6 months post-implementation, CXHive.ai successfully reduced clinician attrition by a staggering 67%.
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Eager to discover the blueprint behind their triumphs? Transforming your customer engagement and retention awaits! Partner with us—delve deep, secure your complimentary consultation today! Together, let’s spotlight pivotal moments, eradicate barriers, and forge a path to elated customers and a flourishing bottom line.
