Expanding healthcare services in New York City

To structure the network efficiently, the client needed a nuanced understanding of the two main challenges: service delivery and access to care.

We began with service delivery, hosting small group listening sessions to hear firsthand from 96 community health providers about the challenges they face. We then used those insights to build a capabilities survey of service providers, which was distributed to over 100 organizations to assess which were the best fit.

To address access to care, we hosted multilingual discussions for Medicaid members and invited their feedback on solutions.

We combined the service delivery and access findings into a recommendation for the network structure and makeup, prioritizing expertise, implementation speed and efficiency, and geographic coverage.

With a more targeted approach, the client transformed its U.S. financial inclusion strategy—gaining a competitive edge and creating lasting impact.

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