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AdventHealth

Wendy Lustig

Leader, Quality Experience & Development Operations

She put deep patient understanding to work at every level, turning insight into meaningful improvements throughout the care journey.

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Watch the story.

1 min
Advent Health logo featuring the words Advent Health in bold black text with a four-leaf graphic above the word Health on a white background.

“My job is to connect what our patients are experiencing to the people who can make it better, so they understand what matters, why it matters, and what they can do about it.”

— Wendy Lustig

The challenge

Navigating care was already hard enough.

After 18 years at Disney, Wendy brought her hospitality experience to a world she also knew personally. As a lifelong patient, she had experienced firsthand how hard care could be to navigate and saw an opportunity to make the journey easier at every step.

Wendy Lustig — The challenge graphic
AI-Generated

Critical moments were hard to see.

Contact center calls often represent critical moments in someone’s healthcare journey: scheduling care, reaching a doctor, managing a referral, or simply getting an answer. But AdventHealth had limited visibility into whether people were getting the help they needed and what was standing in their way.

The shift

Turn individual moments into meaningful change.

Wendy gave AdventHealth a clear view of what was actually happening when people reached out for help. The real shift came when those moments reached the people who could act on them. A difficult interaction could shape frontline coaching, uncover an operational issue, or influence a leadership decision, turning what happened to one person into a better experience for the next.

Wendy Lustig — The shift graphic
AI-Generated

“In healthcare, you can never forget that every interaction belongs to a person. If something went wrong, we want to understand it, learn from it, and make sure no one slips through the cracks.”

— Wendy Lustig

What changed

Prove the value.
Then let it grow.

Wendy started small, learned what worked, and showed what was possible. Success created demand, and the approach spread. What began in one Central Florida center now reaches contact centers across medical practices, scheduling, patient financial services, and more, spanning all 10 states AdventHealth serves.

Wendy Lustig — What changed graphic
AI-Generated
The impact

People first. Results that follow.

Fewer connection complaints

Changes to callbacks, voicemail, and call routing made it easier for people to get the help they needed.

11.9% lower average handle time

Less time on the phone. A more efficient path to the help people need.

+8 points in First Interaction Resolution

More people getting the answers they need the first time they reach out.

How the work evolved.

贵谤辞尘… 罢辞…
A quick rating after the call A clear understanding of what patients needed
One contact center starting point A model spanning 10 states
Insight as one more thing to manage Something teams seek out, put to use, and own
Data that told part of the story Real patient voices shaping leadership decisions

Wendy’s advice

  • Never lose the person in the data.

    Scale gives you patterns, but every data point still represents someone trying to navigate their care. Use the patterns to find what needs to change without losing sight of the people behind them.

  • Make the insight useful.

    The best dashboard in the world doesn’t matter if the person looking at it can’t use it. Translate the information for your audience so they understand why it matters and what they can do next.

  • Help people be successful.

    Know the work well enough to answer questions, make changes, and adapt to what people actually need. The measure of a great solution isn’t how sophisticated it is. It’s whether people can put it to use.

Wendy Lustig — advice graphic
AI-Generated

“You know it’s working when people start coming back on their own. They’re asking questions, looking for the insight, and taking ownership of what needs to change.”

— Wendy Lustig

Where to begin

Follow one problem all the way to the fix.

Start with one frustration people keep running into. Understand what they were trying to do, where it broke down, and who can make it better.

  • Pick one recurring frustration

  • Understand what the person was trying to accomplish

  • Trace where things are breaking down and who owns it

  • Make one change, then track whether the problem keeps showing up

Wendy Lustig — where to begin graphic
AI-Generated

Continue exploring.

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