CASE STUDY
From “occasional collaboration” to a stable relationship: measuring professional engagement to ensure service continuity and growth.
Sector
Healthcare
Employees
200–500 employees
+2000 partners
Approach
Survey Custom
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Business KPI integration
Predictive sign model
Monitoring framework
ENGAGEMENT
RETENTION
Company
A B2C healthcare provider offering medical and healthcare services (tests, specialist visits, and procedures) with a widespread presence throughout Italy, particularly in the North. In a sector where the quality of the patient experience also depends on the continuity of service, the stability of partnerships is a critical operational factor.
The workforce is hybrid: on one hand, employees and internal teams (e.g., administrative offices and staff functions); on the other, over 2,000 self-employed healthcare professionals who collaborate by guaranteeing availability for a set number of hours. In such a distributed organization with a collaboration-based model, the challenge is to understand what makes a relationship strong over time and to intervene before it leads to service gaps and constant turnover.
Problem
When a decline in engagement becomes an organizational risk
Discussions with management revealed a recurring pattern: over time, some professionals tend to gradually reduce their availability until they ultimately cease their collaboration. This has immediate operational consequences: gaps in patient care, organizational complexity, and the need for constant turnover. The goal was therefore to understand why this phenomenon occurs, identify the factors that foreshadow it, and develop a model for targeted intervention.
The main challenges were:
Measuring and understanding drivers of engagement and the duration of the collaboration
Linking perceptions and behaviors to operational and business KPIs
Identifying predictive signals of declining availability before it impacts service delivery
Translating the analysis into concrete actions to retain and engage professionals
Solution
From indicators to KPIs: a predictive model to stabilize partnerships
The partnership with Trainect began with a pilot project involving 100 professionals to identify predictive factors related to engagement and the duration of the partnership. The initiative combines a targeted survey with the integration of key business KPIs to link insights with performance.
The goal is to define signals to monitor and associated KPIs, thereby activating concrete levers to increase total hours worked and the continuity of the collaboration over time.
Results
The project is currently underway. The goal is to build a predictive and operational model, not a one-time snapshot.
Specifically, the work will result in:
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A map of engagement drivers for professionals
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A set of early warning signals to monitor in order to detect a decline in availability or churn risk
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A list of KPIs associated with the signals to measure trends and compare segments
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Priority levers to increase total hours worked and the duration of the collaboration
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A replicable framework to scale the analysis to the organizational level
Making engagement manageable
The pilot is the first step: the results will be incorporated into a continuous monitoring framework and translated into operational recommendations. The goal is to make employee engagement a manageable variable, linked to business KPIs and useful for decisions regarding service continuity and capacity management.
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