NEJM Catalyst Buzz Report on Patient Experience

“Ninety-seven percent of survey respondents say that listening to patients improves care. But capturing the patient voice and measuring it in a meaningful way is a difficult endeavor. Kaiser’s McKeegan is among the 59% of Council members who think survey...

Patient Engagement in Consumerization of Health Care

In an analysis of the NEJM Catalyst Insights Council Survey on Consumer Engagement, the council looked at what health care can learn from other industries. From the survey, 96% of respondents say that the health care industry has lessons to learn about engagement...

How Can Benchmarking Help Urgent Care?

Though the Urgent Care sector has grown exponentially in the last 10 years, there is still room for growth. Customer service and running a successful back office are two places where Urgent Care still has room to grow, and benchmarking is the next step to make that...

Why Culture Matters

This is an excellent post from Tom Charland, CEO and founder of Merchant Medicine, about one of our favorite topics: culture.  This quote sums it up perfectly: But in walk-in healthcare, culture is what drives retention. Retention is what drives consistency. ...