Imagine a healthcare organization achieving a +92 net promoter score. The industry average reportedly falls between +38 and +58. Or picture a scenario where 98% of patients say their issues were handled during a clinical encounter.
As remarkable as those numbers are, it may be more surprising to learn that they are being generated by a supermarket chain. H-E-B, a large grocery retailer based in Texas, launched H-E-B Wellness in 2022. The clinics have grown in size and offerings — primary care, mental health, X-ray, physician therapy. The clinics, which are located inside grocery stores, are also driving innovations in care delivery. There are several keys to success: being a doctor-led model, focusing on the consumer experience, being obsessive about data, partnering with specialists who share a similar vision around cost and quality, and more.
In this video, Brooke Brownlow, Group Vice President, Total Rewards and Wellness, H-E-B, and Oliver Wyman’s Bobby Gibbs dive into what’s making H-E-B Wellness successful. They also share valuable lessons for other employers and the broader healthcare industry as organizations strive to reduce costs, improve the consumer experience, and achieve better outcomes. The conversation took place during the 2024 Oliver Wyman Health Innovation Summit where AI in healthcare was a central theme.