Each Friday, we send out a handful of articles from the past week, related to healthcare and design, as well as an in-depth look at a current trend affecting healthcare right now.


Multiple Platforms for Many Customers

Sometimes a single strategy isn’t enough. As various segments of the population grow, especially millennials and other groups that value convenience, having multiple platforms for care can improve access and reach more customers.

In our chat with Christi McCarren last week, we learned how retail care fits into MultiCare’s urgent care strategy. Currently, MultiCare has three different avenues for urgent care, including: Indigo (their retail clinic), Immediate Clinic (a parter retail chain), and traditional urgent care locations.

"People are more apt to buy products where they have a clear understanding of what it is and what it stands for and products that connect with them"

- Allen Schiffenbauer, via Inc.

MultiCare’s strategy is multi-fold: with innovation coming from both inside and outside their system. Below are three of the top lessons we can learn about creating a brand that spans multiple customer groups:

  1. Sharp positioning strategies lead to success When creating their urgent care strategy, MultiCare didn’t just release the same concept under multiple brands, they were cognizant to how they would be positioned within the market. One brand targets quick access, another targets people wanting an elevated retail experience, and their urgent care provides an option for people with higher acuity issues. In fact, across these entities, the MultiCare brand is hardly mentioned. Instead, each brand has a laser focus towards targeting the customers that align with the qualities of each brand.
  2. It’s all about execution The benefits of fast failure are well-known by now, but are often still not embraced at the corporate level. Within MultiCare, Christi made a point to encourage fast failure, but more than that, rapidly execute on new strategies. Through this rapid execution and ideation, they were able to adapt and create new opportunities in the market before retail was even taken seriously by hospital systems.
  3. Partners make it possible Without strong partnerships, it would not have been possible to create such a robust strategy around retail care. Whether it be a strategic acquisition, or a strong referral network, having partners to assist with portions of the business has paved the path to success.

To learn more about MultiCare’s retail strategy, check out the latest episode of our Crux Points podcast, either in your favorite podcast app or on our website, at castandhue.com/cruxpoints


The Weekly Roundup

A collection of interesting articles from the past week.

The new members of Mount Sinai's care team? Patients' neighbors.

Mount Saini Hosptial in New York is looking to a new resource for helping patients navigate the post-care journey: community members. By bringing care to the patients in their homes and communities, adherence has increased and the experience has improved.

Take the time to understand patients’ goals when giving treatment recommendations

Are doctors advisors? Or just practitioners? This article talks about the importance of actually understanding the patient and their goals when coming up with a treatment plan, especially in low-acuity situations.

How to build a better care team, according to Google

Care teams are the lifeblood of patient treatment - collaborating, discussing, and coordinating to provide care to patients. Recent research by Google looked at just what made a high performing team, and this article adapts that to a healthcare setting. How can you improve the teams at your hospital?

Voice will likely be the next meaningful user interface in healthcare

With new products such as Amazon's Echo and Google's Home based around speech, it's only a matter of time before voice recognition technology becomes mainstream in the medical field. From EMR dictation to treatment adherence, voice may be the healthcare UI of the future.

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