On Oct. 10 at the Society for Healthcare Strategy and Market Development (SHSMD) conference in the District of Columbia, I presented a workshop with Mark Clark, Healthgrades vice president of strategic development, called: “Your Data Wants To Talk–How Can You Hear It?” Impressively, the entire conference was focused on this topic, paralleling SHSMD’s recent report, […]
Category Archives: Press Coverage
As corporate anthropologists and culture change consultants, we’re immersed in research on the growing appeal of urgent care centers (UCCs) and what they can teach us about the changing healthcare landscape. While it’s too early to make final conclusions based on our current sample of UCC patients at several Northeast facilities, our qualitative observations have […]
I’ve worked with hospitals to improve patient satisfaction rates for years and we’ve seen that the first stop in the patient’s journey – the call center – can set the tone for the rest of the experience. If it’s positive, it can engender comfort among patients that’s further supported during appointments and treatment. Read More […]
As I observe the extraordinary growth of urgent care centers (UCCs), I am seeing some important changes taking place, both in the customer experience and in the range of services offered. These changes are raising important questions for leaders of UCCs, namely, “Are we just ‘another outlet’ offering fast, convenient care like the ones down […]
I have been working with a hospital’s urgent care centers to address the emerging issue of how to create experiences that are differentiating and of value to their customers. Not patients–customers. Already, there are 26 urgent care centers in the urban-suburban area this hospital serves, with lots more coming soon. Talk about competition! Read More […]
Meeting over 1,000 CEOs at 50 workshops in 2014 has provided us with a unique view of recent business challenges and what’s expected in 2015. Here’s our annual rundown of key trends from the trenches. Read More Here
In research conducted by the Deloitte Center for Health Solutions (discussed in my second blog), market segments were identified that were the most likely to search for healthcare information online. These segments were named “out and about” (those who seek out and use alternative, non-Western medicine, often without the knowledge of their clinicians); “online and […]
Several questions that reflect a common theme have come up repeatedly in recent workshops — namely, how do you sustain your organization and yet respond to changing times? It’s not easy. Yes, a legacy business and all of the success it represents must be protected, but it may not be the right configuration for the […]
Diving into the business world is something that many people do at some point when they’re young and then their careers take them down a variety of paths. But there are some solid pieces of advice that can be helpful to almost any 20something or 30 something that should make any career easier and more […]
A friend recently told me about her 100-year-old mother who had undergone successful surgery. While she was thrilled that her procedure went well and she was going home, what she couldn’t stop raving about was the special care she received from the nurses. They came into her room and saw how distraught she was about […]
