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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 June 24th 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. Titled Built for Billing, Ready for Redesign: Reimagining Primary Care Around User Experience, MHVC’s latest event featured a national healthcare experience design firm alongside local clinical leadership, engaging group activities, and valuable discourse around how patient experience is shaping primary care delivery.

Experience Salon
hosted by The Experience Lab

Sonia Rhodes and Jeremy Brill led guests through a series of group exercises and discussions exploring the principles of what makes a truly great experience.

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The Power of Moments

Participants deconstructed ordinary events into a series of moments and assessed how each moment made them feel.

Building an Experience
 

Sonia and Jeremy guided the audience through a reflection on the attention to detail exhibited by many of our favorite brands as they design experiences related to their products. Participants worked together to construct the subjective moments that build up to a positive experience.

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St. Louis Health Care Leaders Speak on Patient Experience
 

MHVC assembled a powerhouse local leadership panel to share insight on navigating consumer expectations and thoughtfully designing primary care experiences to meet patients where they are.

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Sponsorship

This Community Connections event and its invaluable discourse would not be possible without generous support from MHVC's event sponsor:

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Join The Conversation

Find out more ways to get involved by reaching out to Justin Powless at jpowless@gatewaybhc.org.

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