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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

J.P. Morgan Healthcare Conference 2020 - Innovation, Efficiency & the Consumer

by Kevin Fleming, Chief Executive Officer (Wednesday, Jan 22, 2020 1:42:54 PM)

Several familiar themes emerged at the J.P. Morgan Annual Healthcare Conference in San Francisco last week, affirming the growing influence of patient consumerism and the importance of leveraging technology to reduce costs and improve care. Highlights provide an early glimpse into the early stages of healthcare’s transformation in America.

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40 Percent of Hospital Revenue at Risk: Patient Loyalty is Imperative

by Kevin Fleming, Chief Executive Officer (Tuesday, Jan 7, 2020 12:17:30 PM)

With higher personal costs for healthcare care driving a dramatic shift in patient behavior, patient loyalty has never been more important - or more at risk. Hospitals and Health Systems are faced with a stark choice - Either improve revenues by delivering financial transparency, accessibility and technology, or watch market share and revenues...

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How Ambulatory Surgical Centers are Leveraging Patient Engagement to Grow Market Share & What Hospitals Can Do to Compete

by Kevin Fleming, Chief Executive Officer (Tuesday, Oct 29, 2019 1:13:04 PM)

Fueled by America’s ageing population, growing occurrences of chronic disease and the high cost of healthcare, Ambulatory Surgical Centers (ASCs) are wielding their reputation for better patient engagement and lower cost to attract a growing share of the healthcare market. Hospitals and other full-service providers are finding new ways to...

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Strengthening Patient-Provider Relationships and Minimizing Physician Attrition

by Dan Peterson, Chairman and Founder (Wednesday, Sep 18, 2019 1:17:00 PM)

Today, the financial aspects of healthcare have a major impact on both patients’ experiences 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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Why Financial Engagement Should Be On Every Provider's Priority List

by Kevin Fleming, Chief Executive Officer (Tuesday, Sep 10, 2019 4:02:49 PM)

The American healthcare industry is faced with thinning margins, skilled labor shortages, shifting consumer preferences, powerful new competitors and a host of other challenges both old and new. Health systems and hospitals are responding by recalibrating their strategic priorities and finding that successful patient financial engagement is...

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Consumers are Online. Why Aren’t They Using Healthcare Provider Portals?

by Kevin Fleming, Chief Executive Officer (Tuesday, Apr 23, 2019 3:53:37 PM)

90% of Americans use the Internet, but only 25% use the patient portals offered by most hospitals. This digital disconnect impacts patient experiences and provider performance, but there is good news for providers who act to deliver rewarding online experiences.

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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. Technical change in an organization is generally easier because the problem is clearly defined and the right solution can be achieved using existing skill sets and a known playbook or methodology.

{%...
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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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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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Why does being a market leader matter?

by loyale (Sunday, Aug 6, 2017 11:03:19 PM)
I admit it. I hate to shop. But when I have to shop, I go to Nordstrom’s, not Macy’s. When I’m feeling like someone special and want to stay at a hotel I go with the Ritz Carlton instead of a Marriott or a Hilton. If traveling internationally, rather than regretting th at I don’t have my own jet I’ll choose  Emirates over American or United....
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