Patient Experience

Empowered by technology, healthcare consumers have more leverage, higher expectations, and a greater likelihood to change how healthcare services are provided than ever before. Organizations have been trying to understand their customers’ behaviors for a long time. This type of insight helps every facet of a business from service development, to customer support to their own internal corporate culture. In fact, it is a key differentiator in a crowded marketplace. A sound patient experience strategy is a keystone in developing the desired organizational culture and addressing many of the challenges facing today’s healthcare consumers and providers.

Blue & Co. provides value to healthcare providers by unifying senior leadership around a well-defined patient and employee experience vision. We seek to understand your culture and how it helps deliver your intended brand promise by assisting leaders to empathically engage the workforce, patients and the community in a way that furthers pride and loyalty to your organization. We focus on the needs, desires and barriers of internal and external customers and apply innovative approaches to patient experience strategy and improvement efforts to increase customer stickiness, catalyze culture, and improve the bottom line.

Blue & Co. provides solutions to best amplify senior leadership’s current patient experience efforts while considering resource constraints. We center our efforts around the pateint and use a proven competency model, our industry experience and other tools to co-create a roadmap for success.

Meet the Team

Tom Malasto, Principal

Tom has more than 35 years of experience in consulting and working in the healthcare arena for various providers. Prior to joining Blue & Co., he had worked as a heart hospital CEO, multi-hospital COO and Chief Patient Experience Officer for a $3.5 billion integrated healthcare delivery system during his 14-year tenure. Tom also has extensive experience in physician practice operations from his 8-year role with a 160-provider multi-specialty practice, cardiovascular service line leadership for a multi-hospital health system and healthcare tax and consulting experience while at Ernst & Young. He primarily works with executive and senior leaders to engage their commitment and focus on customer and employee experience, culture transformation, and improvement efforts to maximize financial and operational performance.

Crystal Bingham, Manager

Crystal has more than 20 years of experience in healthcare. For the past 17 years she has worked in various roles for an integrated health system located in the Midwest. Roles included resource nurse, clinical research manager, marketing and business development, performance improvement with Lean Six Sigma and human-centered design methodology, and Director of Patient Experience. For the last 7 years, Crystal has consulted internally with both large and small hospitals, physician practices, urgent care, surgery centers, and retail providers on performance improvement, customer experience strategies and human-centered design.

For more information on how Tom and Crystal’s combined experience can positively impact your organization, please contact either Tom Malasto or Crystal Bingham or reach out to your local Blue & Co. advisor.

Who We Serve

  • Hospitals
  • Physician Practices
  • Emergency Departments
  • Urgent Care Clinics
  • Home Health Providers
  • Long-Term and Post-Acute Facilities

Our Patient Experience Services

Experience Strategy

  • Patient Experience Strategy Assessment
  • Patient Experience Vision Development
  • Business Credo Development
  • Patient Experience Competency Maturity Roadmap
  • Patient Experience Governance
  • Patient & Family Advisors & Design Partner Development
  • Customer Experience Training and Development
  • Consumer Access & Pricing Review

Experience Improvement & Design

  • Patient Experience Improvement & Design Methodology
  • Managing Customer Experience through Crises (i.e., COVID)
  • Loyalty and CAHPS Improvement
  • Patient Leakage
  • Patient Access, Business Office, ED throughput, etc.
  • Co-Design/Improvement Workshops with Employees and Patients
  • Customer and Employee Journey Mapping

Experience Insight Optimization

  • Patient Experience Insight Assessment
  • Patient Experience Measurement Framework Development
  • Patient Survey Platform Review and Optimization
  • Patient Survey Question Design and Implementation
  • Customer Complaint & Grievance Design and Implementation
  • Service Recovery Design and Implementation
  • Customer and Consumer Research
  • Customer Personas

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To learn more about our services and areas of expertise, contact our team here.

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