GE Healthcare Camden Group Insights Blog

Infographic: Engaging Patients Before Their Appointments

Posted by Matthew Smith on Mar 16, 2016 12:55:23 PM

The importance of preparing patients before their appointments has never been stronger. To show why this growing trend is so valuable to any practice, LeadingReach created an infographic with 7 Reasons To Engage With Patients Before Their Appointments. The infographic provides the ten best examples of pre-appointment information that can be sent to patients to ensure satisfaction and engagement before they even step foot in the door. Take a look and find out why and how to send pre-appointment information to patients.

When it comes to patient engament and satisfaction, healthcare providers are scrambling to adapt to changing government regulations, growing consolidation pressures, and the transformation from volume to value-based care. According to the new study from Prophet and GE Healthcare Camden Group,The State of Consumer Healthcare: A Study of Patient Experience," an alarming 81 percent of consumers are unsatisfied with their healthcare experience.

Join thought leaders from Prophet and GE Healthcare Camden Group for a complimentary webinar addressing the new patient experience study. Learn more about the gap between patient and provider expectations and perceptions, and arm yourself with the ability to assess your own organization, define a successful strategy, and deliver on it.

Date and time: Wednesday, March 30, 2016 | 12:00 pm Central Daylight Time (Chicago, GMT-05:00)

Date and time: Wednesday, March 30, 2016 | 10:00 am Pacific Daylight Time (San Francisco, GMT-07:00)

Date and time: Wednesday, March 30, 2016 | 1:00 pm Eastern Daylight Time (New York, GMT-04:00)

Date and time: Wednesday, March 30, 2016 | 6:00 pm GMT Summer Time (London, GMT+01:00)

Panelist(s) info: Jeff Gourdji, Paul Schrimpf, Helen Stewart

Duration: 1 hour

webinar, patient satisfaction, consumer healthcare


Topics: Infographic, Patient Communication, Patient Engagement, Webinar, Patient Experience, Patient Satisfaction, Healthcare Quality, Prophet

81% of Consumers are Unsatisfied with their Healthcare Experience, According to a New Study by Prophet and GE Healthcare Camden Group

Posted by Matthew Smith on Mar 8, 2016 11:18:00 AM

As healthcare providers scramble to adapt to changing government regulations, growing consolidation pressures, and the transformation from volume to value-based care, frustration with the patient experience is an increasing concern, according to The State of Consumer Healthcare: A Study of Patient Experience from Prophet and GE Healthcare Camden Group,” which was published today.

According to the study, which was commissioned by Prophet and GE Healthcare Camden Group, as part of their work to better understand and address the challenges of the patient experience, 81% of consumers surveyed indicate they are unsatisfied with their healthcare experience.

Furthermore, the study uncovered an extremely large gap between the experience consumers report receiving and what providers believe they are offering. In fact, the providers surveyed overestimated the overall quality of the experience they give patients by more than 20%.

“There is a misperception among providers about how well they are truly meeting consumer expectations,” said Jeff Gourdji, co-lead of Prophet’s healthcare practice. “Although they acknowledge its importance, providers are finding it challenging to focus on patient experience in the face of so many competing priorities.”

Indeed, the hospital CEOs surveyed said patient satisfaction is not currently among their top five priorities. However, Prophet and GE Healthcare Camden Group suggest that investments toward enhancing the patient experience – if done correctly – will help improve an organization’s operational efficiency and bottom line.

“The priorities of health system leadership and their patients are not in conflict. For both parties, wait time is wasted time,” said Helen Stewart, Managing Principal at GE Healthcare. “The common misperception is that focusing on the patient experience means spending less time on other cost and revenue initiatives – which doesn’t have to be the case. Investments to improve the patient experience can drive both growth and cost reduction.”

Nonetheless, as healthcare systems consolidate and the transformation of payment and care models accelerates, patient experience appears to be getting worse, not better. Between 2013 and 2014, the healthcare industry saw a 14% increase in consolidation, and a 3% decline in patient satisfaction.

“Providers are struggling to adapt to the rising culture of ‘consumerism,’ which has heightened people’s expectations. The power has shifted to the consumer in nearly every industry, and now it’s healthcare’s turn,” said Paul Schrimpf, co-lead of Prophet’s healthcare practice. “As consolidation streamlines the number of healthcare players in a market, the ones left standing and thriving will be the systems that provide a differentiated and exceptional experience for its patrons.”

Most healthcare providers are aware of the need to improve the experience. In fact, 75% of those surveyed believe the patient experience is key to their future success. The critical challenge for most is figuring out how to make meaningful improvements when faced with so many other demands on their time and resources.

To combat this challenge, Prophet and GE Healthcare Camden Group have integrated their expertise in patient experience strategy and operational and change management to create a 360-degree patient experience offering. Together, they are helping healthcare providers develop a holistic patient experience strategy that supports organizational priorities, and successfully implement a data-driven and cost-effective plan that will drive efficiencies and fix experience gaps. The offering is aimed at simultaneously improving the patient experience and impacting the health systems’ key financial targets.

“The results of our study prove that to be successful, healthcare providers need to modernize their approach to patient experience,” said Laura Jacobs, President, GE Healthcare Camden Group. “Creating better and more holistic experiences doesn’t just mean happier patients. It translates to increased capacity, lower operating costs, improved financial performance, and higher employee satisfaction and retention. For healthcare providers, the key to profitability and longevity lies in their ability to deliver a superior consumer experience.”

“The State of Consumer Healthcare” study was conducted jointly by Prophet, a global brand and marketing consultancy, and GE Healthcare Camden Group, one of the nation’s leading healthcare business advisory and activation firms. It incorporates responses from 3,000 consumers and 300 senior leaders (Vice President or higher) at healthcare provider systems that employ at least 20 physicians. More information about the study and its findings can be found at

Patient Experience, Study, Patient Satisfaction

Topics: Patient Experience, Patient Satisfaction, Healthcare Quality, Prophet

Patient Access is the New Quality

Posted by Matthew Smith on Mar 25, 2015 12:26:00 PM
By Marc Mertz, Vice President, GE Healthcare Camden Group
It is hard to have a conversation about healthcare today without mentioning quality. Government and commercial payers are putting increasingly larger portions of providers’ reimbursement at risk for performance on quality measures. Employers are seeking high quality providers to help maintain a healthy work force. Patients assume that their physicians are high quality. Public reporting sites are introducing a new level of transparency regarding physicians’ quality scores. All of this increased emphasis on quality is justified, and an organization should strive to provide and demonstrate high quality care. But if patients cannot access your services, it is all for naught.

The Importance of Patient Access

Not only does a lack of patient access impact the ability to provide quality care, but it also impacts your financial performance. In a fee-for-service environment, poor access means lower volume and lower revenue. In a fee-for-value environment groups must demonstrate high quality care and high patient satisfaction; a lack of access will impact both. Regardless of the reimbursement model, a lack of access will drive patients to find other providers. Those other providers are no longer limited to medical groups, as new providers of care are entering the market. Retail providers are rapidly expanding their number of locations and the services that they provide. These locations offer immediate access and low costs, and are often affiliated with health systems or networks. Once patients visit one of these locations they might not return to their original provider.

Getting Started

Start to address access by evaluating current wait times for appointments in existing care locations. The third next available appointment is a commonly used metric to measure access in a medical group. Best practice is within 24 hours for primary care and three days for specialty services (although some specialties like oncology are increasingly offering same or next-day appointments). Calculate the practice’s patient demand versus practice capacity and implement strategies to increase capacity as needed. If access is poor and your physicians are highly productive, then consider expanding the group by adding providers or new access points. If your access is poor and productivity is low, consider evaluating processes: Population_Health_Pyramid_of_Success1are appointment schedule templates structured correctly, are appointments the correct length, and are staff trained appropriately? Consider allowing patients to schedule their own visits through a patient portal, providing evening and weekend hours, offering e-visits, and communicating by e-mail and text. Inefficient office operations will also create waste and reduce access. Assess the work flows in the office, and redesign processes so that patient flow is efficient.

Figure 1: Pyramid of Success (left) identifies the access points that are the highest priority. Health systems and hospitals are adding hospitals, clinics, health plans, direct contracts with employers, physician practices, and ambulatory sites to their continuum of care delivery system/network. Increasing the number of access points listed at the bottom of the pyramid will help a hospital or health system reach a broader population and support the services listed higher up in the pyramid.

Medical Groups, Trends, Access, The Camden Group

mertz_headshotMr. Mertz is a vice president with GE Healthcare Camden Group with more than 20 years of healthcare management experience. He has 17 years of experience in medical group development and management, physician-hospital alignment strategies, physician practice operational improvement, practice mergers and acquisitions, medical group governance and organizational design, clinical integration, and physician compensation plan design. Mr. Mertz has managed private practices, hospital-affiliated practices, and academic physician practices. The Medical Group Management Association (“MGMA”) has identified practices under his management as “Best Performing.” 

Topics: Patient Access, Practice Management, Healthcare Quality, Marc Mertz, Access, Quality

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