CX Storytime: CX Zero Moment- When Optum was anything but Optimum

My recent annual physical, scheduled months in advance via MyChart, turned out to be anything but smooth. The onsite experience left me questioning how patient-centric processes really are anything but about the patient.

Upon arrival, just three minutes early, I was told by the front desk staff to check in online using a link sent 10 minutes prior. Confused, I asked why they couldn’t just mark me as arrived. The response? A curt, "This is how we do things now with Optum."

What wasn’t mentioned:

1. The form was lengthy and mandatory. It mirrored the 4–6 pages of medical history, insurance, and pharmacy info typically completed for new patients.
2. Completing it on a phone was tedious. The multi-page format was hard to read and navigate—even on my large-screen device.
3. It wasn’t accessible. For elderly or disabled patients, this process would be overwhelming, if not impossible!

Despite thinking I’d finished the form, I waited 15 minutes only to find out I hadn’t and couldn’t be seen until it was done. By the time I completed it, my appointment started 25 minutes late—despite an empty waiting room.

Where’s the thoughtfulness and empathy in this process? Patients deserve better.

Here are three simple fixes:

1. Send forms in advance. Provide them via email or text 2–3 days before the appointment, with clear instructions.
2. Offer onsite tools. Use iPads for in-office check-ins, especially for patients who can’t easily complete forms on their phones.
3. Streamline the process. Review and confirm details with a nurse or PA during the appointment, turning this into a collaborative conversation.

Patient experiences don’t have to be this frustrating. Thoughtfulness in process design goes a long way toward creating a positive, empathetic healthcare journey. Let’s do better, we deserve better!

Have a similar patient experience that you couldn't be patient with- tell me about it!

This week, I experimented with essentialism on a 3-day business trip, embracing simplicity and learning a few lessons along the way. Packing light—just two pairs of pants, a few interchangeable layers, and some scarves—kept things simple, though juggling three bags in windy weather was a hassle. Next time, I’ll streamline to one tote.

Pinning dining spots ahead of time made choosing meals a breeze, but allotting only one hour for emails was the real win—leaving me time to savor crisp hotel sheets and wake up refreshed. Prepping early, from car checks to organized travel pouches, helped me stay stress-free, though next time, I’ll remember to share trip details with others upfront.

Essentialism isn’t just about less—it’s about making space for what matters most.

When you simplify the details, travel feels less stressful and more enjoyable. Crisp sheets, a clear plan, and intentional rest can make even a work trip feel refreshing.