When I meet with executive teams and talk about focusing on consumerism, I generally get the response that the organization is already “all about the consumers”. But the traditional “caring philosophy” that many provider organizations have had for years is not enough. Consumerism—defined as the promotion and protection of consumer interests (see Consumerism)—is creating new…
The “experience” that consumers have when they use your services will largely determine whether they come back, whether they recommend your services to friends and family, whether they write positive reviews about you online, and whether they will positively add to your Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. One method for…
[caption id="attachment_866759" align="alignleft" width="136"] Bruce Nisbet, President and Chief Executive Officer, Spectrum Human Services[/caption]
Of all the primary concerns that are driving the use of performance measures—consumer engagement stands out as one that many provider organizations know is important, but due to a failure of strategic vision, have failed to bake into their operations…
Great customer service—Achieving it needs to be an organizational approach in which the whole strategy and culture are focused on including “service” in every part of daily operations, services, and consumer interactions. As organizations move to a more competitive health and human service environment, service matters—just as it already does in nearly every other industry.…
This month’s newsletter has a simple premise—health and human service provider organizations need consumers to view their services in a good light and engage with those services in a meaningful (re: valuable) way. To achieve this, executives and their teams need to master customer service, consumer engagement, and consumer experience.
How to master these…
Think about your last stay at a hotel. You were greeted warmly by the parking valet – by the time you arrived at the front desk, the front desk staff greeted you by name. The staff were likely extremely helpful and made you feel like you were the most important person they have seen today.…
In a recent discussion, my colleague OPEN MINDS Senior Associate Joseph Naughton-Travers, mentioned that he had a great customer service experience with an assisted living organization and wondered why so few health and human service organizations had customer service strategies in place that could compare to that experience.
[caption id="attachment_807710" align="alignright" width="150"] Joe Naughton-Travers,…
Spotlight Series Article, Sponsored by Welligent
Organizations across the behavioral health industry have traditionally been slower to adopt and utilize information technology (IT) when compared with other industries. Many familiar with the Behavioral Health space have been exposed to a “mom and pop” culture – (1) often relying on manual and paper processes over digital and (2) where staff and leadership take the stance that the company has operated one way for many years and has been successful, so why change what works?
Spotlight Series Article, Sponsored by Welligent
Headquartered in Winchester, Virginia, Grafton Integrated Health Network is a multi-state behavioral health care organization that serves children and adults with complex intellectual, autism spectrum, and/or psychiatric needs.
The majority of the population in the state of Iowa is enrolled in a commercial health insurance plan (61%)—this is above the national average of 54%. About 17% of the population is enrolled in Medicaid, which is below the national average of 21% (to learn more about the state’s health care system, Elite OPEN MINDS…
The majority of the population in the state of Ohio is enrolled in a commercial health insurance plan (58%)—this is above the national average of 54%. About 18% of the population is enrolled in Medicaid, which is below the national average of 21% (to learn more about the state’s health care system, Elite OPEN MINDS…
The majority of the population in the state of Maryland is enrolled in a commercial health insurance plan (65%)—this is above the national average of 56%. About 10% of the population is enrolled in Medicaid, which is below the national average of 17% (to learn more about the state’s health care system, Elite OPEN MINDS…
