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DEVELOPING NEW SERVICES. DELIVERING NEW PATIENTS.

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CATEGORY: RE-DESIGN CARE DELIVERY    CLIENT: STANFORD COORDINATED CARE    DATE: 01.02.2020

THE CHALLENGE

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THE OUTCOME

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Stanford Coordinated Care (SCC) does the vital work of helping high-utilizer patients navigate healthcare experiences, including providing consultations and coordinating medical care across providers. Despite their best efforts, there was a level of need that wasn’t being met. 

 

SCC engaged Future Medical Systems to discover how to engage with eligible patients more successfully. Through research with existing and eligible patients, we discovered a surprising insight: the level of support on offer was so high as to be implausible… patients simply didn’t believe that hospitals could offer such vital services

 

To address this, the FMS team refreshed the brand and messaging for the center, emphasizing an approachable, warm tone and inviting patients to explore the options provided by SCC with no commitment. The theme of ‘the patient at the center’ emphasized that their needs came first, avoiding overwhelming a vulnerable patient population with information or jargon.