Built For Billing, Ready for Redesign:
Reimagining Primary Care Around User Experience
June 24, 2026
In a modern world defined by seamless user experiences curated by brands such as Amazon, Starbucks, and Netflix, consumer expectations for health care are higher than ever. Patients want care to be convenient, accessible, and human-centered. However, most primary care practices weren’t designed for optimal patient experience. They evolved around billing practices and throughput demands, creating a user experience that is often arduous, slow, and confusing.
In a world defined by seamless, personalized experiences curated for nearly every aspect of life, why does health care feel so far behind?
That question was at the heart of MHVC's latest Community Connections event, where clinicians, purchasers, health systems, benefit consultants, and other community leaders came together to reimagine what a more human primary care experience could look like. MHVC's June 24th event featured health care experience design firm, The Experience Lab, alongside a panel of health care leaders from St. Louis:
Experience Salon
hosted by The Experience Lab
Sonia Rhodes and Jeremy Brill led guests through a series of guided group exercises and discussions exploring the principles of what makes a truly great experience.
The Power of Moments
Participants deconstructed ordinary events into a series of moments and assessed how each moment made them feel.
Inside St. Louis: Primary Care Leaders on Risk and Regional Efforts
MHVC assembled St. Louis' Primary Care Dream Team to offer an inside look at how local health systems and physician organizations are working to improve primary care delivery for commercial patients.
(Left to Right: Tom Hastings - Esse Health, Kalyan Katakam - SSM Health, Doug Pogue - BJC Health, Tracy Riordan - Mercy)
St. Louis Health Care Leaders Speak on Patient Experience
Sponsorship
This Community Connections event and its invaluable discourse would not be possible without generous support from MHVC's event sponsor:
Join The Conversation
Find out more ways to get involved by reaching out to Justin Powless at jpowless@gatewaybhc.org.