You may think Patient Experience is a straightforward discipline. Cathy Lee, Corporate Vice President for Patient Experience, joins BOH host Matthew Hanis to explain the lenses of a modern patient experience program and her innovations in the space.

The Modern Discipline of Patient Experience

We believe Mission and Margin is the business of healthcare.  

Business of Healthcare (BOH) interviews feature innovations sustainably improving healthcare Mission & Margin.  Each discussion includes a healthcare executive and innovator concentrating on the same problem.  Think “Nightline” or “How I Built This” just for healthcare.  

Recent guests have included Bernadette Spong, Chief Financial Officer, Orlando Health, Paul Kusserow, President & CEO, Amedisys, Blake Marggraff, Founder & Chief Executive Officer, Epharmix, and Charles Kolodkin, Chief Risk Officer, Cleveland Clinic.

The BOH audience of 19,000 senior executives from across healthcare . . . health system, payer, provider practice, government, pharma, device, health tech, and so on . . . access published interviews at www.BOHSeries.com.

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Gautam Shrikhande, MD, Chief Executive Officer of Pelvic Rehabilitation Medicine and Brian Rath, Partner, Lorient Capital join Business of Healthcare to explore the role of private equity in physician services. Physicians want to serve patients with the highest value care at the best cost while being fairly compensated.  Growth is a sign of a healthy, well-run practice. Ethical medical groups attract patients and increase revenue per patient by providing better outcomes, patient experience, and value as compared to local alternatives.  Some practices of these practices are choosing private equity to fund growth. As a source of capital, is private equity better at supporting growth?  Does a practice taking PE investment run the risk of overly aggressive patient recruitment and billing? Do private equity partners help practices engage the right patients for growth? We learn how one of these practices, PRM, partnered up with a PE firm to achieve velocity and growth.  We look at the investment hypothesis, how they find the right patients for their services, how outcomes are measured and the role PE has with physician leaders.

Do PE-backed physician practices do a better job getting the right patients?

Digital ethnography observes healthcare decision making on community message boards. These insights bring a more distinct ‘voice of the customer’ to shape marketing and service delivery. Health system marketing leader Jeff T. House and digital ethnography Dean Browell, Ph.D. join BOH host Matthew Hanis to explain how digital ethnographic research is applied and some of the surprising insights which have emerged.

Arkansas Children’s using Digital Ethnography for 'Voice of the Customer'

Why are marketing tools, techniques and approaches so important to transforming healthcare? In his BOH interview, Zeev Neuwirth, MD says, “The field, in my estimation, that really understands what people want and need is the field of marketing.” An Atrium Health clinical executive and author of recently published Reframing healthcare - roadmap for creating disruptive change, Neuwirth describes the ‘marketing mindset’, stages systems go through embracing these techniques, the threat marketing experts Google, Amazon and CVS bring and the implications for payment reform, digital health and chronic disease management. Interview filmed in partnership with the Society for Healthcare Strategy and Market Development (SHSMD) and sponsored by MedChat. MedChat provides LiveChat, Bots and text tools for a modern digital front door www.medchatapp.com

‘Marketing mindset’ a key to transforming healthcare, digital health?

Can health systems engage consumers digitally to improve quality, cost and satisfaction? According to Mark Jannone, Senior Director, Banner Health’s Banner Innovation Group, the answer is a solid, “Yes.” He is helping to pilot digital ED triage and chatbot tools. Jannone reports the tools achieve a 35% reduction in inappropriate ED cases with 92% triage accuracy, decrease the time patients are in the ED by about 50% and increase net promoter scores by 40%. Full interview at BOHseries.com. This Business of Healthcare interview sponsored by MedChat: improving patient access with secure LiveChat, Bots & text tools. See www.medchatapp.com.

The Modern Discipline of Patient Experience

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