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The Journey

Transforming the Patient-Provider Experience

Written, edited and curated by Loyale founder Dan Peterson, The Journey explores ideas and innovation to enrich the patient-provider relationship

Transforming the Patient Experience

by Michael Morrison, Chief Marketing Officer (Tuesday, Oct 30, 2018 8:24:00 AM)

Patient Experience: The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care. The Beryl Institute

Last week, Thursday, Oct. 25, I attended a Beryl Institute PopUp meeting. Hosted by Kaiser Permanente, the meeting brought together patient experience practitioners from a...

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Strengthening Patient-Provider Relationships and Minimizing Physician Attrition

by Dan Peterson, Chairman and Founder (Tuesday, Oct 16, 2018 12:33:28 PM)

Today, the financial aspects of healthcare have a major impact on both patients’ experience and physicians’ job satisfaction. When hospitals do not have sufficient technology and processes in place to resolve financial issues, conversations about cost end up getting pushed into the exam room. This takes the focus off of clinical care and...

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Defend Your Market Share in a Competitive Consumer-Driven Market

by Kevin Fleming, Chief Executive Officer (Monday, Oct 1, 2018 1:41:23 PM)

In a recent blog, we looked at how the playing field in healthcare is changing—and becoming more competitive. As more new players and merger-driven super-competitors enter the market, incumbent healthcare providers are facing unprecedented pressure on their market share.

To defend your patient base against these disruptors, you need to provide...

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5 Strategies for Successful Digital Patient Financial Engagement

by Kevin Fleming, Chief Executive Officer (Monday, Sep 10, 2018 1:46:05 PM)

The financial dimension of the patient experience is extremely important. Today’s patients know they’re responsible for a significant share of their medical costs, and they want to be able to make informed decisions about their own healthcare. However, providers need to engage patients on financial issues earlier and more effectively to meet...

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The Promise of Collaboration to Align Revenue Cycle with Care

by Kevin Fleming, Chief Executive Officer (Wednesday, Aug 15, 2018 10:17:08 AM)

The partnership between UCSF and Dignity Healthcare in the development of a patient engagement platform is an exciting leap in the realization of Holistic Patient Engagement Models and Partner Based Collaborations. 

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Adapting to a Changing Playing Field in Healthcare

by Kevin Fleming, Chief Executive Officer (Monday, Aug 6, 2018 5:25:00 PM)

The healthcare market is changing. Decisions about care and spending are becoming increasingly consumer-driven, and new competitors are entering the marketplace to meet growing demand for cost-effective, convenient care. Hospitals need to adapt to this shift to retain patients and revenue streams.

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The Surprising Outcomes of Superior Patient Financial Engagement

by Kevin Fleming, Chief Executive Officer (Thursday, Jun 21, 2018 6:00:00 AM)

We've seen the risks revenue cycle leaders take by not treating patients like consumers (Consumerism is the New Ball Game), and we’ve learned about how offering payment options (Solving the Patient Pay Challenge) and creating a digital engagement platform (Mastering the Art of Digital Patient Engagement) can set an organization on a path to...

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Mastering the Art of Digital Patient Engagement

by Kevin Fleming, Chief Executive Officer (Tuesday, Jun 19, 2018 6:00:00 AM)

In the first two parts of this series, "Consumerism is the New Ball Game" and "Solving the Patient Pay Challenge" we’ve seen how rising out-of-pocket costs for patients negatively impacts both them and healthcare providers, and how offering payment options can boost patient experience and provider profitability. Along with payment options, many...

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Solving the Patient-Pay Challenge

by Kevin Fleming, Chief Executive Officer (Wednesday, Jun 13, 2018 10:53:26 PM)

In part one of this series, "Consumerism is the New Ball Game", we looked at the shifts happening in the healthcare industry. Though we painted a fairly dismal picture, we are confident savvy revenue cycle leaders will adapt to the new landscape and drive success for their organizations.

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Consumerism is the New Ball Game

by Kevin Fleming, Chief Executive Officer (Wednesday, Jun 6, 2018 6:00:00 AM)

The healthcare industry is in transition. Gone are the days when we’d treat a patient, send a claim to an insurance company or Medicare/Medicaid for adjudication, and then receive a payment quickly. Patients are now the third largest payer for healthcare services, and with that increased responsibility they bring new expectations.

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