How Oak Street Health Cut Search Time and Boosted NPS with Bloomfire

Oak Street Health is a leading value-based primary care provider for Medicare-eligible adults, with more than 200 centers across 25 states. Known for prioritizing prevention and patient outcomes, Oak Street Health has experienced rapid national expansion, culminating in a 2023 acquisition by CVS Health.

Key Takeaways

• Centralizing knowledge reduced inefficiencies and risks tied to outdated or conflicting content
• AI-powered search made it possible to find the right answer in seconds, not minutes
• Governance and workflow integration kept knowledge fresh and trustworthy during rapid expansion
• Cultural buy-in transformed knowledge sharing from an afterthought into a company-wide habit

The Challenge

As Oak Street Health grew, so did the complexity of its knowledge environment. Clinical protocols, training resources, and institutional expertise became scattered across Google links, chat threads, and siloed drives. The result: teams spent valuable time searching for information—often only to find outdated or conflicting resources.

In value-based care, that kind of ambiguity isn’t just inconvenient—it can impact patient outcomes and employee satisfaction.

“We were scrappy, which made us nimble—but it also made it hard to track, trust, or collaborate effectively. We wanted our new system to be part of the reason people love working at Oak Street Health.”

The Solution

To address these inefficiencies and risks, Oak Street Health implemented Bloomfire as its central knowledge platform. Branded internally as “The Trunk,” this Bloomfire-powered knowledge community connects every employee to accurate, up-to-date information in seconds. Features such as AI-powered search, flexible boards, and built-in governance workflows help ensure that knowledge is always fresh, trustworthy, and accessible.

The Impact

Bloomfire delivered immediate and measurable improvements for Oak Street Health:

• Search time dropped from nearly two minutes to just 25 seconds per answer.
• Search accuracy rose from 43% to nearly 100%.
• Internal NPS jumped by 116 points, signaling a dramatic increase in employee satisfaction.
• Onboarding became faster and more consistent across all locations, enabling new hires to ramp up with confidence.

“The Trunk has become our knowledge north star. It’s created clarity without slowing us down.”

Scaling Through Change

Oak Street Health’s rapid growth—and its acquisition by CVS Health—put its knowledge infrastructure to the test. Where other systems buckled during enterprise transitions, Bloomfire’s platform scaled seamlessly. “The Trunk” provided stability for frontline teams and ensured every location had access to the same vetted, workflow-ready knowledge.

By eliminating silos and centralizing knowledge, Oak Street Health not only saved time and reduced frustration but also improved overall efficiency. It preserved the consistency and quality of care that fueled its growth from the start.

Looking Ahead

With Bloomfire, Oak Street Health has established a robust foundation to support future growth, maintain high-quality standards, and cultivate a culture of continuous learning—regardless of the organization’s scale or pace of expansion.