How HealthEast improved
the patient, physician,
and staff experience
Astrong primary care presence and brand known for convenience and service are critical to developing and sustaining patient relationships. With 14 primary care clinics, HealthEast (now
a part of Fairview Health Services1) has a significant
presence in the eastern Twin Cities, Minnesota, market.
The health system sought to elevate the patient experience in its clinics to achieve the following organizational
objectives: improve patient satisfaction and retention;
improve the physician and staff experience; and expand
its presence to serve more patients. HealthEast leadership understood that independently launching initiatives
related to each of these objectives would likely limit the
By Craig Wolgemuth, Pamela Damsky, and Sue Fletcher
opportunity for sustainable, far-reaching improvement.
Instead, leadership partnered with The Chartis Group to
build and execute a comprehensive, integrated approach
to reimagine primary care delivery to meet the needs of its
community and the organization.
Key HealthEast Statistics
F Three acute care hospital health system with 14 primary
care clinics located across the St. Paul Metro area
F More than 100 primary care providers across pediatrics,
family medicine, and internal medicine
F Serving approximately 160,000 patients per year, with an
organizational goal to serve 230,000 lives