Patients don’t think in departments.
They start with a question. The experience should carry that question all the way to the right care without making the patient restart at every handoff.
Scope: Krista independently developed and presented this strategy during an interview process. FENTA did not hire her to consult, did not implement the model, and produced no results from this work.
A capable organization can still feel fragmented to a patient.
Search, symptom information, customer service, scheduling, physician selection, location and follow-up can each work well on their own while the overall journey still breaks between them.
The opportunity was not another tool. It was a connected route through the tools and people already there.
One question carried through seven decisions.
The model keeps the patient’s concern visible while people, approved content and scheduling rules guide the next step.
Three moments from the strategy.
Learn with two physicians before asking the whole organization to change.
The pilot makes each handoff observable, establishes a baseline and gives leaders evidence for a scale, adjust or stop decision.
Baseline
Current conversion, wait time, kept visits, response time and follow-up.
Configure
Approved symptom language, locations, inventory, scheduling rules and escalation.
Run
Test the patient and staff handoffs. Watch demand and capacity signals.
Decide
Compare with baseline. Scale, adjust or stop based on what changed.
Better navigation should improve the experience and the operating picture.
Krista looks for the handoff nobody owns, designs a practical operating model around it, and gives leadership a way to test whether it works.