Helping Heal The Patient Experience
Diagnosing the health of a faith-based, regional hospital
Situation
Bon Secours St. Francis Medical Center faced headwinds after its primary competitor was rolled-up into South Carolina’s largest hospital system. They asked Peacock Nine to help them—
Assess patient, physician, and caregiver perceptions of the competitive landscape and St. Francis’ unique place in it
Uncover opportunities to improve the patient and patient-family experience
Determine the effectiveness of current and potential marketing messaging for St. Francis Medical System
Solution
Peacock Nine designed and successfully executed a comprehensive qualitative engagement that included patient and patient-family focus groups, in-depth interviews with physicians and on-premise observation and intercept-interviews.
We found that St. Francis’ faith-based, high-touch, personal approach to care was an authentic means of meaningfully differentiating itself within an industry that was increasingly focused on efficiency, cost-cutting and a bigger-is-better approach.
Impact: Our work fundamentally reoriented St. Francis’ marketing and internal and external communications so that it more authentically spoke to and reinforced St. Francis’ uniquely defensible human-focused approach to health, grounded in its authentic, faith-based approach to care.
Year over year, Bon Secours St. Francis is consistently ranked #1 in Greenville and Top 5 in the state of South Carolina.
Timing: 1 month
