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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

Thriving in a Cost-Conscious Healthcare Marketplace

by Kevin Fleming, Chief Executive Officer (Monday, Dec 10, 2018 1:21:34 PM)

The increase in patients’ individual financial responsibility poses a serious challenge to hospitals’ billing and collections practices, because institutional payers and individual patients behave in very different ways. Insurance companies and government payers require a lot of data in a structured, standardized process. Patients are much more...

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Managing Adaptive Change in Healthcare

by Dan Peterson, Chairman and Founder (Tuesday, Nov 27, 2018 3:58:04 PM)

Ronald Heifetz of the Harvard Kennedy School has argued that organizations experience two main types of change: technical and adaptive.

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How Self-Service and Automation Add Value to Patient Financial Engagement

by Dan Peterson, Chairman and Founder (Monday, Nov 12, 2018 2:25:44 PM)

Doing things yourself has always been part of the American way of life. Now, self-service options are more in demand than ever. From gas pumps to grocery store checkouts, virtually every consumer-facing business that has the opportunity to provide self-service is doing so. Healthcare providers cannot afford to ignore this trend, especially as...

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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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