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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

The Big Money is Betting on Healthcare. What That Means for Providers and Patients

by Kevin Fleming, Chief Executive Officer (Wednesday, Jun 5, 2019 8:44:22 AM)

Big changes are under way in the American healthcare industry, with what should be positive outcomes for patients and providers in the long-term. Attracted by the industry’s gigantic share of the U.S. economy and the enormous potential for gains through innovation, at least one major U.S. bank has joined the ranks of venture capitalists,...

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The Three “I”s – Key Principles to Prosper in the Consumer-Driven Healthcare Market

by Dan Peterson, Chairman and Founder (Thursday, May 16, 2019 11:20:02 AM)

Exploring the journey to becoming a patient-centered organization, Loyale Healthcare and a nationwide healthcare provider client recently presented to a gathering of industry leaders in Finance, Accounting and Revenue Cycle Management. The principles this provider applied to its patient financial engagement initiative represent a proven roadmap...

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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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Tackling Surprise Medical Bills: The First Step Toward a Comprehensive Patient Financial Experience Strategy

by Kevin Fleming, Chief Executive Officer (Wednesday, Apr 10, 2019 9:55:50 AM)

Surprise medical bills are red-hot for regulators and legislators, even the president. Despite the challenges of finding a solution, there’s some good news for providers and their patients. 

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Surprise Medical Bills: The 6-Tools Providers Need to Prevent Them

by Kevin Fleming, Chief Executive Officer (Tuesday, Mar 26, 2019 3:55:44 PM)

Surprise medical bills have been a big problem for patients and consumers. The government is about to turn it into a problem for healthcare providers…now what?

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Healthcare’s Strategy for Patient Engagement & Patient Payments: If Hospitals Don’t Drive, Regulators Will

by Kevin Fleming, Chief Executive Officer (Tuesday, Mar 12, 2019 3:51:36 PM)

The trend of patient consumerism has gained a lot of steam in recent months, bolstered by administration policy proposals to force providers into more patient-friendly behavior. Successful providers must find the will to take the future into their own hands.

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HHS's New Rules on Interoperability and Patient Access: Health Records are Only the Beginning

by Kevin Fleming, Chief Executive Officer (Wednesday, Feb 20, 2019 10:50:13 AM)

Recently proposed new rules from two agencies of the U.S. Department of Health and Human Services are welcome signs of the healthcare industry’s inevitable inclusion with the rest of the consumer-driven U.S. economy. HHS’s rules represent a start, but patients are expecting much more.

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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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