Crux Points Podcast

Chris Pace, Director of Digital Strategy at Dignity Health talks about the role digital plays as hospitals and health systems become more consumer-centric, all through the lens of Dignity’s brand promise: “Hello Humankindness."

Christi McCarren, Vice President of Retail Health and Service Lines at MultiCare, talks about how retail health is expanding access for patients. We also explore the creation of MultiCare’s new retail chain, Indigo, and how it fits into their broader retail health service line.

In this episode, we break from our traditional format and it will just be Steve and Russ on the podcast. As is the case with many of our listeners, Russ and Steve just got back from the annual SHSMD conference in Chicago. And that is what we’re going to discuss today – what some of our key takeaways were from SHSMD 2016.

Note: The Crux Points team is currently presenting at the SHSMD conference in Chicago, so in the place of a new episode, we’re going back to the beginnings of Crux Points to hear Russ talk about journey mapping. New episodes will resume September 22. Russ Maloney, Senior Strategic Planner at Cast & Hue, joins the Crux Points podcast to discuss how patient journey mapping can play a key role hospital strategy development, create alignment across a hospital’s executive team and provide a unique lens into how patients make their healthcare decisions. More information at castandhue.com/cruxpoints

Dr. Steven Spalding, Chief Clinical Integration and Medical Officer at Phoenix Children’s Hospital, joins the podcast to talk about how he is helping Phoenix Children’s transition from fee-for-service to value-based care and the challenges associated with providing care exclusively to children in a value-based care model. More information at http://www.castandhue.com/cruxpoints.

Note:  The Crux Points team is taking this week off, so in the place of a new episode, we’re replaying one of our more popular episodes from earlier this year. New episodes will resume August 18th. RJ Salus of El Camino Hospital joins the podcast to talk about his experience as a pioneer in the patient experience discipline. Look forward to hearing RJ share his guiding philosophies on the patient experience, why he feels patient experience measurement must go beyond HCAHPS and how his personal experiences have influenced how he approaches his job. More information at castandhue.com/cruxpoints

Colin Hung, co-founder and moderator of the #HCLDR community, joins the podcast to talk about some of the most important issues in healthcare right now. Look forward to Colin sharing his thoughts on why inclusive design is key to success in change management and where the patient experience movement needs to go in the future. More information at castandhue.com/cruxpoints

Dr. David Nash, Founding Dean of the Jefferson College of Population Health, joins the podcast to talk about population health management and the role it will play in our healthcare system now and in the future. Look forward to Dr. Nash sharing his three-tiered definition of population health as well as his thoughts on what physicians need to do to thrive during the transition to value-based care. More information at http://www.castandhue.com/cruxpoints

Dan Munro, Forbes contributor and author of “Casino Healthcare,” joins the podcast to talk about his view of the country’s healthcare system and how he believes it should evolve. Look forward to Dan sharing his thoughts on why the difference between selective health coverage and universal health coverage is key to understanding the challenges facing the U.S. healthcare system as well as his view on the role healthcare will play in this year’s election. More information at castandhue.com/cruxpoints

Ron Geraty, MD, CEO of AxisPoint Health, joins the podcast to talk about managing the care of chronically ill populations. Look forward to Dr. Geraty sharing his view on the role technology plays in population health today as well as the two biggest threats to treatment adherence. More information at http://castandhue.com/cruxpoints

Neel Shah, MD, MPP, Founder and Executive Director of Costs of Care, joins the podcast to talk about clinicians’ roles in making healthcare more affordable. Look forward to Dr. Shah sharing why his goal is to make clinicians better financial agents on behalf of patients and what he believes are the three key communication failures at the point of care. More information at sitewirehealth.com/cruxpoints.

Michael Atanasio, Food and Nutrition Services Manager at Overlook Medical Center, joins the podcast to talk about the role food plays in the patient experience. Look forward to learning how Michael manages patients’ increasing expectations around food while keeping costs manageable as well as his advice for hospitals that want to enhance and improve their food program. More information at sitewirehealth.com/cruxpoints

Dr. Amy Baxter, Pediatrician and founder of Buzzy joins the podcast to talk about managing the patient’s pain. Look forward to Amy sharing why there’s been such an increase in needle-phobia for those born after 1982, as well as three reasons why clinicians are not attuned to managing the pain of their patients and why pain relief tools like Buzzy aren’t just for kids. More information at sitewirehealth.com/cruxpoints

Paul Roemer, Global Healthcare Consumerism Leader at IBM joins the podcast to talk about the pre and post visit patient experience. Look forward to Paul sharing why he thinks that many hospitals are delivering a 2.0 care experience but a “.2” pre and post care experience and why he doesn’t believe HCAHPS is a true barometer of the patient experience. More information at sitewirehealth.com/cruxpoints

Rose Maljanian of HealthCAWS joins the podcast to talk about engaging the evolving healthcare consumer. Look forward to Rose sharing why she doesn’t think that hiring leaders from consumer-focused or retail organizations is necessarily the best move for healthcare organizations and why she equates the transformation in healthcare right now to “living in house while it is being renovated.” More information at sitewirehealth.com/cruxpoints

John Adractas of Simplee joins the podcast to talk about the sometimes forgotten part of the patient experience – the financial experience. Look forward to John explaining why billing is just one aspect of the patient financial experience, the role transparency plays in the patient financial experience and how a positive financial experience will lead to more patient loyalty. More information at sitewirehealth.com/cruxpoints

In this episode of the Cruxpoints podcast, Steve and Russ are joined by Kent Dicks, CEO and Founder of Life365. Over the course of this episode we talk about all things wearables: why people are slow to adopt wearables already on the market, the Rain dynamic platform which Life 365 is developing, and the behavioral psychology behind motivating patients to take their medicine, get active, and stay out of the hospital. More information at sitewireheatlh.com/cruxpoints

Paul Szablowski, Vice President of Brand Experience at Texas Health Resources, discusses how he redesigned his marketing department in just one year, how he and his team use lessons from consumer-focused brands like P&G and airlines to better evolve their strategies and why he doesn’t believe in the idea of patient engagement. More information at sitewirehealth.com/cruxpoints

RJ Salus of El Camino Hospital joins the podcast to talk about his experience as a pioneer in the patient experience discipline. Look forward to hearing RJ share his guiding philosophies on the patient experience, why he feels patient experience measurement must go beyond HCAHPS and how his personal experiences have influenced how he approaches his job. More information at sitewirehealth.com/cruxpoints

Dr. Phillip Marshall of Conversa Health joins the podcast to talk about the role personalized patient engagement will play in the transition to value-based care. Look forward to Phillip explaining why a successful transition to value-based care will mean moving on from our visit-centric culture and sharing his thoughts on the recent “Wired for Health” study from Scripps. More information at sitewirehealth.com/cruxpoints

In the second part of our two-part 2016 healthcare preview, our panel of six healthcare leaders returns to talk about the future of the patient experience. With insights including the rise of the well-informed "E-patient", pilot programs, design-thinking, and multi-sensory experiences, this is an episode you don't want to miss. Join Andy Gradel of Main Line Health, Bill Bodnar of The Leader’s Board, Paul Szablowski of Texas Health Resources, Erinne Dyer of Envera Health, Nick Adkins of ReelDX, author and Forbes Columnist Dan Munro and your hosts Steve Koch and Russ Maloney as they explore the patient experience moving into 2016. This episode is definitely packed full of insights – so be sure to download and enjoy!

In the first part of our two-part 2016 healthcare preview, we hear from six healthcare leaders about what they believe will shape healthcare in 2016. With insights ranging from thoughts on all of the mergers in healthcare, to prescription drug prices to price transparency on hospital web sites, we cover a lot of bases in this episode. Andy Gradel of Main Line Health, Bill Bodnar of The Leader’s Board, Paul Szablowski of Texas Health Resources, Erinne Dyer of Envera Health, Nick Adkins of ReelDX and author and Forbes Columnist Dan Munro join Steve and Russ to look forward to 2016. This episode is definitely packed full of insights – so make sure to download and listen.

We’ve learned a lot about healthcare marketing, trends, and strategy over the course of 2015. We’ve had amazing guests from a wide variety of positions in the healthcare world who have shown us some great ways to improve healthcare and the patient experience. We wanted to share some of our key takeaways from this year with our listeners, so we brought in the whole Crux Points team to talk about what we’ve learned and share some of our most memorable moments from this year’s podcasts. We invited Sitewire Health CEO, Margie Traylor, Sitewire Health Business Development Manager/Producer, Jordan Haugan, and Crux Points Podcast Editor/Producer, Kiel Siler for a roundtable discussion about healthcare marketing, patient experience, transparency, and much more. More information at http://sitewirehealth.com/cruxpoints

Gabe Riggs of Norton Healthcare joins the podcast to talk about breaking down silos in an organization – especially those silos between marketing and IT. Look forward to Gabe’s thoughts on the importance of being humble and identifying shared objectives when collaborating between departments and how he worked to bridge the chasm between marketing and IT at Norton Healthcare. More information at sitewirehealth.com/cruxpoints

Suzanne Delbanco of Catalyst for Payment Reform and Anna Fallieras of GE join the podcast to share insights from their efforts to help the healthcare industry move towards value-based care. Look forward to Suzanne and Anna’s thoughts on the importance of transparency in terms of driving value in healthcare and how Catalyst for Payment Reform is driving towards value-oriented payment. More information at sitewirehealth.com/cruxpoints

Erinne Dyer, Healthcare marketer and strategist, joins the podcast to share insights from her years leading marketing initiatives at Cleveland Clinic and Carolinas Healthcare. Look forward to Erinne’s perspective on why hospital marketing has been turned upside down and the three ways marketing for hospital systems needs to be redefined. More information at sitewirehealth.com/cruxpoints

Jared Johnson, of the Health IT Marketer podcast joins a special edition of the Crux Points podcast to preview the session “Emerging Technologies Driving New Patient Care” that he, Steve and Russ are presenting at HCIC 2015 on November 11, 2015. More information at sitewirehealth.com/cruxpoints

Paul Szablowski, Vice President of Brand Experience at Texas Health Resources, discusses how he redesigned his marketing department in just one year, how he and his team use lessons from consumer-focused brands like P&G and airlines to better evolve their strategies and why he doesn’t believe in the idea of patient engagement. More information at sitewirehealth.com/cruxpoints

[Encore Episode] The Cleveland Clinic’s journey to becoming a consumer-centric organization by Cast & Hue Health

Andrew Rainey of Binary Fountain talks about the benefits of using customer ratings and reviewd in order to create a better patient experience and support customer engagement in a healthcare world that is increasingly consumer-driven. Additional information available at sitewirehealth.com/cruxpoints

Jane Sarasohn-Kahn, health economist and advisor at THINK-Health, discusses the economic elements of consumer-driven health, influencing behavior change among patients and consumers, and how healthcare organizations are moving towards the triple aim. Additional information at sitewirehealth.com/cruxpoints

Bret Larsen and Glen McCracken, founders of eVisit, join the Crux Points podcast to discuss the adoption and success of their telehealth platform, eVisit, how healthcare is currently being disrupted by telehealth technologies, and how healthcare leaders can embrace this disruption. More information at sitewirehealth.com/cruxpoints

Nick Adkins, Co-Founder, COO and stuff at ReelDx, discusses how asynchronous video can be used to enhance the care experience, how he sees start-ups leading the transformation of healthcare and how he ended up with a spaceship in his backyard. Additional information at sitewirehealth.com/cruxpoints

Torben Nielsen, Co-Founder and Senior VP of Product and Strategy at HealthSparq, discusses how price and quality transparency tools are evolving, how consumers are engaging with transparency tools and how he sees healthcare consumerism evolving. Additional information at sitewirehealth.com/cruxpoints

Andy Gradel, System Director, Digital Marketing at Main Line Health, discusses how his team develops empathy through user research in order to influence the design of digital communication as well as how an organizational-wide focus on the patient experience can break down solos and blur lines between departments. Additional information at sitewirehealth.com/cruxpoints

Dan Munro, contributor at Forbes and author of the forthcoming book Casino Healthcare, joins the Crux Points Podcast to discuss healthcare in a post King v. Burwell environment, interoperability, behavior modification, single payer vs universal coverage and more. Additional information at sitewirehealth.com/cruxpoints

Peter Miller, Marketing and Communications Administrator at The Cleveland Clinic, joins the Crux Points Podcast to discuss how The Cleveland Clinic has been able to provide over 1 million same day appointments, why they started featuring ratings and reviews on their physician finder and how he sees health care evolving. More information at sitewirehealth.com/cruxpoints

Bill Bodnar, Founder and President of The Leader’s Board, a healthcare education and networking organization, joins the Crux Points Podcast to discuss the top threats facing healthcare systems today, how hospitals are approaching value-based care and consumerism, and how systems need to align to these trends to lead the way. More information at sitewirehealth.com/cruxpoints

Laurel Stoimenoff, Principal at Continuum Health Solutions, former EVP of NextCare and Board Member at Urgent Care Association of America, joins the Crux Points Podcast to discuss how Urgent Care’s B2C, patient-focused practices can be applied to other venues of care as healthcare evolves. More information at sitewirehealth.com/cruxpoints

David Schleifer, Ph.D., a Senior Research Associate at Public Agenda, joins the Crux Points Podcast to discuss how Price Transparency is providing a main catalyst for the evolving B2C healthcare consumer landscape. Listen in to learn about David’s Price Transparency research findings and discover how healthcare providers can prepare their systems for massive changes in consumer behavior. More information at sitewirehealth.com/cruxpoints

Bret Larsen and Glen McCracken, founders of eVisit, join the Crux Points podcast to discuss the adoption and success of their telehealth platform, eVisit, how healthcare is currently being disrupted by telehealth technologies, and how healthcare leaders can embrace this disruption. More information at sitewirehealth.com/cruxpoints

Matt Gunson, Disruption Strategist, joins the Crux Points podcast to discuss disruption theory, how healthcare is currently being and could be disrupted, and what healthcare executives can learn from industries that have been disrupted in the past. More information at sitewirehealth.com/cruxpoints

Russ Maloney, Senior Strategic Planner at Sitewire Health, joins the Crux Points podcast to discuss how patient journey mapping can play a key role hospital strategy development, create alignment across a hospital’s executive team and provide a unique lens into how patients make their healthcare decisions. More information at sitewirehealth.com/cruxpoints