Driving Growth Through Retail Innovation at Prisma Health

Healthcare retail environments are evolving rapidly as hospitals seek new ways to better serve employees, caregivers, patients, and visitors in a fast-paced, 24/7 setting. Traditional dining models often struggle to meet the demands of varying schedules, increased expectations for convenience, and the growing need for speed, flexibility, and value.

The Opportunity

Across multiple healthcare accounts, the opportunity existed to reimagine retail operations by expanding access, modernizing the guest experience, and creating more engaging foodservice environments without significantly increasing labor demands. By leveraging innovative technology, frictionless retail solutions, strategic programming, and operational best practices, these healthcare systems aimed to improve convenience, increase participation, drive incremental revenue, and better support their communities around the clock.

The result was a multi-faceted retail transformation focused on enhancing the guest experience while delivering measurable operational and financial impact.

The Challenge at Prisma Health

Prisma Health operates in a 24/7 healthcare environment where employees, caregivers, patients, and visitors rely on convenient, accessible dining options throughout the day and overnight hours. Traditional service models created limitations around food access, speed of service, and convenience during extended and non-traditional hours.

Opportunities existed to expand retail access, elevate the guest experience, increase participation, and drive incremental revenue while maintaining operational efficiency and minimizing additional labor demands. Prisma also looked to enhance engagement through innovative retail technology, value-driven promotions, and dynamic dining experiences.

Healthcare operates 24/7, but traditional retail models often fail to meet the needs of employees and caregivers working non-traditional hours.

The Solution

Prisma implemented a multi-faceted approach focused on technology, access, and engagement.

1. InstaEat Mobile Ordering

InstaEat Mobile Ordering enabled users to browse menus, customize meals, pre-pay through their smartphones, and schedule pick-up times to avoid cafeteria lines. It enhanced speed of service and reduced friction during peak meal periods through streamlined digital ordering and payment capabilities. It also improved variety and guest excitement by offering secret menus only available through InstaEat.

2. Amazon Just Walk Out Technology

Amazon Just Walk Out Technology eliminated the need for traditional checkout through automated “grab-and-go” technology, improving speed of service and convenience in a fast-paced healthcare environment. It leveraged the Amazon analytics platform to continuously fine-tune product assortment, pricing strategies, and inventory based on purchasing behaviors and guest preferences. It also enhanced retail accessibility without negatively impacting existing dining locations, supporting overall system-wide retail growth.

3. Accessible Retail Solutions

Accessible Retail Solutions implemented frictionless self-checkout kiosks and 24/7 market concepts to expand food access for employees, caregivers, patients, and visitors beyond traditional café hours. The solution leveraged efficient labor models that minimized the need for additional staffing while maintaining continuous retail availability. It also introduced automated self-service solutions that improved speed of service, reduced wait times, and enhanced convenience across hospital locations.

4. Engaging Programming

Engaging Programming introduced the $5 Meal Deal across all dayparts, including overnight, to provide affordable and accessible meal options for employees, caregivers, and guests. It implemented strategic BOGO and bundled value promotions, including buy one, get one half off offers and combo meals pairing beverages with grab-and-go items. It also leveraged value-focused programming and power pricing strategies to increase café traffic and encourage incremental purchases.