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SHSMD Bytes: Learning and Networking in a Transformed World

By The SHSMD Team posted 11-03-2020 10:38 AM

  


Amid the ongoing COVID-19 pandemic, economic turmoil and social and political divisiveness of 2020, the SHSMD community came together to share tools and approaches, lessons learned and visions of the future in two days of virtual meetings. In formal sessions and informal networking, this conference gave members the chance to connect, to validate and inform their thinking and to build on the victories won against COVID-19 so far and ensure more victories in the future.

The conference opened with the keynote “Winning the Modern Health Care Consumer: Candid Insights and Clear Action Steps,” presented by Paul Crnkovich, managing director, and Dan Clarin, senior vice president of Kaufman, Hall & Associates, LLC. They shared the most recent research on consumer behavior and expectations in the new health care environment and practical advice on how health care providers can meet those expectations in a financially viable way. Among the important concepts, they emphasized:
  • Reshape your services for consumers seeking the right care at the right place and the right price. If legacy systems don’t do this, new entrants will.
  • Rethink how you measure, analyze and report success. Metrics and KPIs have to measure what matters, not what’s easy to measure.
  • Optimize pricing. Pursue consumer-driven pricing to build consumer loyalty. This doesn’t mean the cheapest care, but the best value.

Most of the following sessions expanded upon at least one of these themes.

Driving Value

Jhaymee Tynan, assistant vice president of integration at Atrium Health, Priya Bathija, vice president of The Value Initiative at the AHA, and Catherine Carle, enterprise principal strategist at BCBS Minnesota shared insights and practical ideas for integrating strategy and action as a necessary part of the journey to value for patients, payers and providers.

Defining Success Differently

Sarah Poncelet, director of business strategy and planning at Mayo Clinic, also addressed ways that hospital and health systems can become even stronger by integrating strategy and execution and stress testing their strategic plans.

Juana Spears Slade, chief diversity officer and director of language services at AnMed Health in Anderson, South Carolina, opened the second day. She described how AnMed health approaches “differentiology,” the science of “different-ness,” as part of their drive to increase diversity, equity and inclusion for patients, staff and the community.

Building Loyalty and Trust

Ryan Nagdeman, associate vice president of marketing and communications at Rush University Medical Center described how Rush leveraged their foundation of solid branding to inspire staff and engage local and even national audiences during COVID-19.

Complementing that, Shay Andres, director of marketing, and Machele Headington, vice president of marketing and support services at Yuma Regional Medical Center told the story of how their marketing department was central to establishing organization-wide agreement and alignment on quality care.

SHSMD Member Responses

Have you written a blog post, update or article about what you learned? Please send us the link to anything you’ve written (that’s not self-promotional) and we’ll add it to our collection. Here to get you started, we’ve got:

Day One Summary by Alan Shoebridge.

Day Two Summary by Alan Shoebridge.

On-Demand Access

Whether you missed a session or liked it so much that you want to see it again, attendees have on-demand access through December 31, 2020. If you didn’t attend, you can purchase access to session recordings.
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