As we revisit the first episode of the Crux Points podcast, Russ Maloney joins Steve and Margie to discuss how customer and patient journey mapping can play a key role hospital strategy development, create alignment across a hospital’s executive team and provide a unique lens into how patients make their healthcare decisions.
A Health Economist’s Perspective on How to Approach Consumer-Driven Healthcare
Jane Sarasohn-Kahn, health economist and advisor at THINK-Health, discusses the economic elements of consumer-driven health, influencing behavior change among patients and consumers, and how healthcare organizations are moving towards the triple aim.
Encore – Telehealth: Embracing New Technologies to Improve Patient Experience
The Crux Points team is taking this week off, so in the place of a new episode, we’re replaying one of our more popular episodes from earlier this year. This episode is especially relevant today, as telehealth and telemedicine are dominating headlines, whether its providers investing in the adoption of telemedicine or consumers showing a preference for telehealth over in-person visits. Enjoy the episode.
Price Transparency: The Healthcare Consumer’s View
David Schleifer, a senior research associate at Public Agenda, joins Crux Points to discuss his most recent research, “How Much Will It Cost? How Americans Use Prices in Health Care.” In an extended version of the podcast, we take a deep dive into how consumers are interacting with transparency.
Telehealth: Embracing New Technologies to Improve Patient Experience
Bret Larsen and Glen McCracken, founders of eVisit, join the Crux Points podcast to discuss the adoption and success of their telehealth platform, eVisit, how healthcare is currently being disrupted by telehealth technologies, and how healthcare leaders can embrace this disruption.
Disruption and Healthcare: How Providers Can Be Prepared
In this episode of the Crux Points podcast, we’re talking about disruption theory. It’s an interesting topic, as many believe that healthcare is being disrupted on many fronts – through retail-based clinics, telehealth and wearables just to name a few. And the “father” of disruption theory is Clayton Christensen, the Harvard professor who wrote the groundbreaking book The Innovators Dilemma in 1997. And one of his follow ups, The Innovators Prescription – A Disruptive Solution for Healthcare is required reading at many healthcare organizations.
How Patient Journey Mapping Informs Hospital Strategy
In this first episode of the Crux Points podcast, Russ Maloney joins Steve and Margie to discuss how customer and patient journey mapping can play a key role hospital strategy development, create alignment across a hospital’s executive team and provide a unique lens into how patients make their healthcare decisions.
How health plans are driving consumers to make better healthcare decisions
In this episode, we’re back to one of our favorite subjects – price transparency. We’re speaking with Torben Nielsen, the Senior Vice President of product, strategy and analytics at HealthSparq. Torben tells us how health plans are utilizing transparency tools like HealthSparq, what kind of savings health plans are seeing from their members who use transparency tools and the challenges around consumer adoption of transparency tools.
The Cleveland Clinic’s Journey to Becoming a Consumer-Centric Organization
Peter Miller is an administrator within Marketing and Communications at The Cleveland Clinic, where he is responsible for a staff of 150 marketing, media relations and communications professionals. In this episode, Peter shares how the Cleveland Clinic is embracing transformation, how the clinic views competition today – compared to how it did 20 years ago – and how the Clinic managed the huge initiatives around implementing same-day appointments and introducing reviews and ratings to their physician finder.
How Empathy-Based Design Makes or Breaks the Patient Experience
In this episode of the Crux Points podcast, we hear from an executive with experience leading digital transformation: Andy Gradel of Main Line Health. Listen as Andy shares his thoughts on utilizing empathy during the digital design process, how patient experience can make or break an organization and how to execute personalization without being toopersonal. And, in our Talk Back segment, consumers tell us how they engage with diagnostic services.