What do patients value?

Nov 1, 2013 | Transformation

Patient values distilled from YELP reviews. Prior to my initial call with a new client, I read the Yelp reviews for their organization as well as a key competitor. It didn’t take long to gain insight into what their patients value, the behaviors and services...

Build Customer Focus

Aug 10, 2013 | Transformation

How to structure healthcare organization for consumerism. Most healthcare provider organizations operate with a weak matrix structure. The matrix is titled away from the cross functional teams which means the organization is tilted away from the customer and towards...