Healthcare

Consumer Experience, Design Thinking, disruption, Empathy, Healthcare, Human-Centered Design

Disruption Is in the Air


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When the Nason Group leads a sprint (a fast-paced gathering that solves big, hairy problems in a ridiculously short amount of time), we don’t call the attendees “participants.” There’s nothing wrong with being a participant, of course, but it’s not the mindset we need people to have if they’re serious about changing the healthcare system.

So, what mindset is needed? The mindset of a disruptor. By identifying the people who join us for sprints as “disruptors,” we’re putting our stake in the ground to say that we’re ready to think in new, bold ways about connecting people with the health services they need to live healthy, fulfilling lives.

Becoming the Disruptive Type

When we refer to our partners as “disruptors,” we often confuse people who don’t consider themselves to be the disruptive type. At the very least, we make them wonder IMG_1851what the heck they’ve gotten themselves into. One of my favorite things about being a disruption evangelist (more on that later) is getting to watch people shift from being a bit confused and unsettled to claiming the mindset and lifestyle of a disruptor.

This shift happened last week at a design sprint that our team lead in Tampa, FL. We had the privilege of bringing together two incredible companies who are working together on a joint venture. And, well, disruption was in the air. You could feel the energy in the room change as people embraced their inner-disruptors and grew more passionate about their ability to make a significant impact in the healthcare ecosystem.

Here Are Some of Our Insights from the Recent Sprint:

Disruptors Are Not Firefighters—Instead of putting out fires (constantly solving small problems), disruptors focus on changing the system. They focus on high-impact ideas that are sustainable

Disruption Starts with Empathy—Disruptors commit to not knowing the solution to the problem until they’ve engaged a good bit of empathy. Too often, leaders make big decisions that affect lots of people without truly understanding the people’s lives that the decisions affect.

Becoming a Disruptor Means Personal Change—IMG_1828 Disruption is not just a mindset, it’s a lifestyle. This lifestyle is disruptive to your thoughts, actions, and relationships. It’s the value system for how you make decisions, invest your energy, and interact with the world.

Disruptors Go “All In”— Disruptors make the problem personal and they’re willing to engage their whole selves in solving the problem. They fully commit to empathizing with the people affected by the problem and don’t stop until the problem is solved.

Disruptors Work Collaboratively—Disruptors know that they need each other. Tackling big, hairy problems, requires a coordinated group effort from passionate people who are not OK with the status quo. Disruptors know that the right people have to be in the room to solve the problem.

Being a Disruption Evangelist

Earlier I mentioned my role as a disruption evangelist. I take this role seriously as I create opportunities for people to “convert” to a lifestyle of disruption. I see my role as IMG_1837bringing people together so they can hear each other’s stories, embrace each other’s passions, and explore the lifestyle of disruption. Along the way, I hope to show them the power they embody as healthcare professionals and the potential they hold for changing people’s lives.

Any chance you want to join us on this journey by becoming a disruption evangelist? By standing proud as a disruptor, setting an example for others to follow, and relentlessly calling upon the people in your ecosystem to take on a disruptive lifestyle, we can and will change even the biggest problems in the healthcare ecosystem.

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#wearedisruptors
Design, Design Thinking, Empathy, Healthcare, Human-Centered Design, Patient Experience, Power of Yes

The Shift In The Atmosphere: Moving From Talking To Experiencing


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What do you get when you bring together over 300 design-oriented people who have a passion for changing the healthcare landscape? You get the 2018 HXD Conference that the Nason Group helped sponsor last week in Boston. It was two days of bold presentations, stimulating conversations, and high-powered networking around the theme of improving health through design and innovation.

For me, one of the most significant moments during the conference happened when four college students shifted the event from a professional gathering to a group of people with Screenshot 2018-07-04 21.54.22connected hearts. The students were from the Berklee School of Music and each performed a song they had written about a social issue that was personal to them. As we listened to songs about tough topics such as eating disorders, tough neighborhoods, and rape, I gained yet another perspective on empathy: Empathy brings people together in a way that’s almost impossible to describe.

As I sat mesmerized by the power of the songs we were hearing, I looked around at the rest of the people in the audience. They, too, were completely enthralled. There was a different feeling in the room when the singers were finished. These four brave college students moved us from talking about empathy to experiencing empathy and, in experiencing empathy, our relationships changed. We were no longer just people sitting in a room. We were people with connected hearts.

There’s a saying in musical theater that I just love: When the emotion is more than words can handle, it’s time write a song. In sharing their songs—their personal stories—with us, they were showing us the depths of their hearts.

That’s really the point of empathy, right? Connecting with other people’s hearts. Understanding the feelings that drive the other person’s thoughts and behaviors. Immersing yourself in the other person’s world so much that you can actually feel what the other person is feeling.

After experiencing this mini-concert, we were excited to debut the prototype for our new Empathy Workout during a lunch and learn (well, we actually called it a “Lunch and Empathy Workout Cards_HoldingHandsDisrupt”) on the second day of the conference. It was a great way to continue the theme of embracing empathy as we challenged the participants to approach empathy like a muscle that needs to be exercised to be useful. The Workout is a 14-day program where you select a card each day that gives you an exercise to complete that will help you develop your empathy muscles. And, yes, some of the exercises will push you out of your comfort zone.

Look forward to hearing more about the Empathy Workout in the weeks ahead, but for now, go find a way to connect with someone else’s heart. We’ll never be able to truly change the healthcare landscape without developing the skills, confidence, and vulnerability for engaging each other’s hearts!


 

Consumer Experience, Design Thinking, Empathy, Healthcare, Human-Centered Design, Innovation, storytelling

You Are Invited To My Bell Ringing Ceremony! #NoMoreChemo Party!


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The Story

Last week, Michael and I returned to Las Vegas to work with one of our partners, Cure 4 The Kids. Over the past few months, we’ve enjoyed getting to know their team and organization as we’ve begun helping them shape their strategy for the next few years. On the first morning of our visit, our meeting shifted from strategic conversation to a moment that touched us deeply and framed our purpose for the trip, and potentially how we work going forward.

Imagine this with me, you are standing in the middle of a waiting room, and there is a bell hanging on the wall behind a locked plexiglass door. Underneath the bell reads this:

Ring this bell

Three times well,

It’s toll to clearly say

My treatment’s done,

This course is run,

And I am on my way.

IMG_0923.jpgThat poem is special for the children at Cure 4 The Kids. They get to ring that bell at their NO MORE CHEMO PARTY! Yes, that is right. This is the day when treatment is completed and they begin their next stage of life in their new normalSo there we were, standing in the waiting room, with associates, and families waiting for treatment. And now with the little girl, who is now five and her family as she gets to ring the bell!

After that ceremony, we attended an party with the family. WOW! Did we learn a lot! This young lady’s name is Cierra. She is five and has a twin sister Sophia. Cierra was diagnosed at 18 months-old with leukemia. We learned that Cierra’s favorite color was pink, and she loved Barbies. So at the party, there were pink Krispy Kreme donuts, and Barbies. I remember when she looked at me, and told her Mommy, “he dyed his hair pink just for me.” I looked at her and simply said, YES I DID! Her story is powerful and inspiring, and we will share more details later on her journey. What I want to share is some empathy highlights and learnings from that day when Michael got to sit down with the family.

  • Become The Expert – Many times for these families, the mother or father have to become the expert and learn as much as they can about the cancer or disease. And at the same time, they have to still be able to function in their day to day lives.3QzVWFM7TeSY6HM1gZNsJg
  • Talk To Me Like I’m A Seven Year Old – These families have to learn not to nod and pretend like they understood what is happening. They have to ask questions. Lots of questions. Google words that they don’t understand. And, again, remain strong for their child.
  • “What Would You Do If This Was Your Child?” – It is ok during this time to ask your clinical team, “What would you do if this was your child?” Every parent, every person wants whats best for their child or family member.

There are so  have many other things we could share, but we just wanted to scratch the surface today, but most important, we wanted to celebrate Cierra and her new norm. LIFE WITHOUT CANCER! Remember this, CANCER SUCKS!

What I Learned And What You Can Learn

This is pretty simple for me this week. I learned that we must be willing to walk a day in the shoes of the human (not a patient) and their families. We work in a very complicated industry and want to make significant change. It will not be easy, but we will do it, one human at a time.

What I Will Do And What You Can Do

We have committed as a team to stop and listen! Listen to what everyone on the journey is going through. A diagnosis in a family can be world changing, and we need to have empathy for not just the human, but for the family.

I challenge you this week rather you are a healthcare provider or work in the industry, to remember to put the human first, and the disease or diagnosis second. I applaud Cure 4 The Kids and the journey they have created for their families.

Go and kick CANCER’S ASS today! I look forward to my next #nomorechemo party!

Consumer Experience, Empathy, Healthcare, Human-Centered Design, Patient Experience, storytelling

The Day You Realize “This Is Why I Do What I Do!”


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The Story

It’s 6:30 a.m. and I just boarded my flight to work with one of our partners who want to disrupt the health ecosystem. Actually, they want to more than disrupt it. Like me, they want throw it out and create something meaningful for the patient, caregiver, healthcare professionals, and every human. And then it hits me: This is why I do what I do.

IMG_0758I am now 30,000 feet in the air (see, here is my view), and have had the last 48 hours to reflect on my own healthcare journey and the journeys of the ones I love. Frankly, I am concerned, scared, and frustrated.

I’ve spent a great deal of my life traveling all over the country working with amazing people within this complex, convoluted system. I see and feel their frustration with the bureaucracy they’re forced to engage each day, when what they really want to do is just care for people.

Over the years, I’ve watched my mother navigate an extraordinary healthcare experience and ultimately die prematurely. I’ve watched my father live to be over 90 years old and see the care (or sometimes lack of care) he received in the system. Most recently, I’ve watched my brother battle through some health challenges. Along the journey, I’ve wondered: Why does it have to be this way? Why does it have to be so hard for the patients, caregivers, and families?

What I Have Learned And What You Can Learn

My learning this morning is simple. I do what I do, in partnership with amazing organizations and people, because it is my calling. I am called to change the lives of humans by changing their healthcare experiences. I’m called to be in the trenches with others who are moving the needle in this overly-complex system.

I love disruption. I love innovation. I love patient, member, consumer experience. But, more importantly, I love people. I want to see people live to their fullest potential as they fulfill their life’s calling.

My hope for you is that, in some way, you’re also motivated by the people whom youdomore serve. When life gets tough, I hope that you will focus on the faces of the people you love and the people whom you have affected through your presence and work in the world. I hope that focusing on these faces will give you the energy to continue make this world a better place.

Remember, it’s not always about the bottom line, or what is best for the business. Sometimes, it just has to be about the human experience.

What I Will Do And What You Can Do

As my flight lands and I hit the ground running this morning, I will commit to making one life better today. I will commit to breaking down the silos and bull sh** of this very complex system called healthcare.

What can you do today to affect your industry by focusing on a human? Let’s start changing the work by focusing on one person at a time. Let’s take responsibility for our world so that we don’t have to depend on a politician to make the change for us.

You will make it. I will make it. We will make it.

Remember, this is why we do what we do!


Consumer Experience, Design Thinking, Healthcare, Human-Centered Design, Innovation, Patient Experience

There’s Room In The Sandbox For Everyone. Moving From Competitor To Co-Creator


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THE STORY

Competitor: One selling or buying goods or services in the same market as another

Last week, I had the privilege of co-leading a workshop with the amazing Amy Bucher from Mad*Pow. (You mean the people that do the same work you do, Shawn? Yes, those people!) It was an AWESOME experience and I WorldCongress#2hope to do it again soon.

In the workshop, Amy and I taught a group of leaders and innovators in the Pharma industry how to use design thinking in their organizations and teams. Through this process, I had one of the greatest professional ah-hamoments that I’ve had in a long time: There’s room in the sandbox for everyone!

Let me be clear. I have never looked at Mad*Pow as a competitor. I have always loved their work and admired the impact they’ve made in our field. But, according to the definition above, we are technically competitors.

WHAT I LEARNED AND WHAT YOU CAN LEARN

The mentality of being competitors makes me mad. We work in a complex world and an even more complex industry (healthcare). We’re all looking to change the healthcare industry so that the patients and the caregivers—or how about we just say “the humans”—get the type of care they want and deserve.

In the workshop that Amy and I lead together, someone asked how the pharma industry could help move things forward. My response? Maybe everyone should sit around the same table and move things forward together. (This is happening in certain areas within the healthcare industry, but it’s not happening enough to make a significant impact.)

Here is my learning, which I hope speaks to you: There are several organizations, teams, and individuals trying to make a difference in the world. So, climb in the sandbox with someone you have never thought of playing or working with. Get in their sandbox. WorldCongress#4Learn what they are doing and apply it to what you are doing.

We need more people tackling the world’s complex problems. My team and I were working with another partner this week and I love this comment they made, “Even the journey from diagnosis to the unknown can be an extraordinary experience.” How can you work with your perceived competitors to create life-changing, extraordinary experiences that make a bigger impact in the world?

WHAT I CAN DO AND WHAT YOU CAN DO

Here is my challenge to you this week: Go find the one person, organization, or team that works in the same space as you and start the journey to co-create and collaborate with them. If we are truly going to transform healthcare, all of us need to be in the same sandbox together.

Our you willing to get in that sandbox? 


 

 

Design Thinking, Healthcare, Human-Centered Design, Innovation, Patient Experience

Let The Journey Begin: Moving From Communication To Connection


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The Story . . .

“It’s amazing what you can accomplish when you stop caring who gets credit for it.” This is one of many important quotes I heard from Annette Logan, CEO at the Cure 4 The Kids Foundation. Last week, some of our team had the honor of kicking-off a project with this organization. It is not often in IMG_0321one’s life when passion, purpose, and business all align, but it just happened to us.

In 2007, Cure 4 the Kids started at Annette’s kitchen table. The foundation started because she got fed up as a parent as she navigated care for her son after a significant accident. As a nurse, she knew that he was consistently getting substandard care and knew that there was a better way of doing things. When she launched the foundation, she committed to helping all kids, no matter of their socio-economic backgrounds. We were in the car with her when she blurted out one of the most profound statements I have heard in a long time: “The price of poverty shouldn’t be death for a child.”

This is exactly what I meant by the alignment of passion, purpose, and business. This organization is committed to transforming the pediatric patient experience. They’ve spent the past decade defying the odds as they’ve moved from the kitchen table into serving over 40,000 children. I will share more on Cure 4 The Kids as the journey continues. If you want to follow them on social media, here’s how to connect: Twitter, Facebook, and Instagram.

What We Learned And What You Can Learn . . .

Out of everything we learned in our two short days with Annette and her team (which was a lot), the quote that stuck with me is Annette’s take on communication issues that typically plague companies. She surmised that when people are frustrated by communication issues, they are really frustrated by a lack of connection.

Over and over, I hear executive coaches, trainers, and thought leaders share about it’s all about communication. I myself, have talked about this and have written and studied the art of communication between leaders and multi-generational workplaces. But, Annette fullsizeoutput_3c47reframed this issue for me.

How would it change the “health care” (two words) experience if we focused more on connection than communication? How can we take empathy to a whole new level by focusing on authentic connection with those around us?

What I Will Do And What You Can Do . . .

I challenge each of you to think about what it means to connect with people as you strive to communicate with them. Here is a little exercise to do on your own or with your team.

I Like, I Wish, And What If

Take five-minutes after you read this and ask yourself these three questions as you move from communication to connection. We would love to hear from you as you work on this in the future.

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Consumer Experience, Culture, Design, Design Thinking, Empathy, Healthcare, Human-Centered Design, Innovation, Patient Experience, Power of Yes, storytelling

#NoLimits at NGPX2017—The Power of Humanizing Care


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The Story

Kate&ShawnImagine with me: you are a mother, a wife, and a nurse—and you have cancer. You’re on your way to yet another medical appointment, which is now a significant part of your schedule. You walk into the doctor’s office and, without looking up, the receptionist greets you by simply saying, “leukemia!” At that moment, you realize you aren’t a mother in their eyes, or a wife, or a nurse. You’re not even a human. YOU ARE NOW CANCER. This happened to a friend of mine, Kate Sims, 17 years ago. Though she is now cancer free, she gets a lump in her throat when she recounts this story. It was the moment she realized that it’s possible to feel non-human.

And then there’s my buddy, Jake French. He tells a powerful story about a strange jake french#2accident that left him as a quadriplegic in his early 20’s. In a brief moment, his dreams of working for the forestry department and spending long days exploring the outdoors were shattered. One of the first things he remembers after the accident was waking up in a hospital bed being told by the surgeon, “Jake, you will never walk again. You will never feel anything in your arms or hands, or be able to use them again.” Words that could possibly be true, but not the first words he needed to hear after his accident.

These are just two stories that affected me and my team at the Next Generation Patient Experience Conference in San Diego, CA. I had the honor of being one of the chairs of the conference this year and to be involved in several of the sessions. We met amazing people and heard powerful, transformative stories about the great things being done in hospital systems and medical practices around the world to improve the patient experience. One of the highlights for me, was giving the opening remarks for the conference, The Power of Yes! In Health Care (vs. The Power of No! In Healthcare).

What We Learned And What You Can Learn

  1. The Power of Community – As a team, we were reminded that working in this space (improving patient experience) is challenging and complicated. Though it’s a constant uphill battle, our passion was ignited for continuing to be thought leaders and disrupters. Most importantly, we were reminded that we need to humanize care more now than ever before, as evidenced in the two stories above.
  2. The “Hi Ya” Principle – Jake French taught us that, in health care, there are a few four-letter words that need to removed from everyone’s vocabulary: Can’t, Don’t, and Won’t. When you hear these words you need to use your loudest Screenshot 2017-11-30 06.50.39Hi Ya!” and kick them out, which is happening in the picture of Jake above.
  3. Keep It Simple – Our group led two roundtable sessions where we asked each participant to step into the patient’s role and share the things that mattered most to them. We gathered 100+ ideas that we will organize visually into a constant reminder of the patient’s voice in the disruption process. The truly amazing thing here is that none of the ideas were complicated or difficult. As a matter of fact, the best ideas were pretty darn simple, but these ideas have been held up by an overly-complicated health care system!

What We Will Do And What You Can Do

I have heard this said many times over the past few days: “We are all still humans.”  In the heat of the moment , however, when care is being provided, it’s too easy for the humanity to get lost.

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Here at the Nason Group, we have put a stake in the ground to make sure that we work to keep the humanity in patient care. After all, one of our core beliefs is:

Engaging consumers’ stories and voices are mission-critical when exploring new ideas and the ONLY way to do business well.

We will not waver from this! 

We will not compromise this!

We will be champions for humanizing care!

Today, we are launching a new web address (humanizingcare.health) as a reminder to us to always keep the humanity in health care.

Here is our ask of you: Take time to examine your care models, your processes, your values, and your core beliefs to make sure they are human-centered.

And then, live them out! Champion with us to make sure patient experience, member experience, and provider experience are the top priorities in your organization.

Mark_NGPX


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Culture, Design Thinking, Healthcare, Human-Centered Design, Innovation, Leadership, Mindset, Power of Yes, Strategy

My Top 3 Reflections On “How To Outrun The DoDo!”


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The Story…

This past week, I had the privilege of doing one of my favorite things during the year. I joined a group of health care (yes, two words – not one) innovators from the Innovation Learning Network. We traveled to the Netherlands and spent several days in the wonderful city of Nijmegen. During our time in Nijmegen, we were hosted by the REshape Center For Innovation at Radboudumc. I met the head of the center, Lucien Engelen, a couple of years ago in Toronto at one of these same events. At the same time, I met Zayna Khayat, a true innovation sherpa and my sister from another mother.  The theme they chose this week was, “How To Outrun The DoDo!”

Now the stage is set. One hundred health care innovators from the United States, Canada, Sweden, The Netherlands, Germany, United Kingdom, and many other countries, tackling systematic innovation around health care vs. healthcare (the care of the human vs. a system).

Here are my three take-aways:

Patient Included – In every sense of those words, The Netherlands has figured this out. I hear every week if not every day about patient-centered or member-centered design in this space, but we have not even tapped “patient included.”  To fully understand this, ourScreenshot 2017-10-22 16.32.46 group was introduced to Anne-Miek Vroom and the Ikone foundation. This group is a non-profit organization of humans who live and support those with chronic disorders. The organization is not an outsider in the system.  They truly co-create. They are intertwined into the health system and aim to bring better health care to all patients (I could write a whole blog on that subject, but not today.)

It’s All About The “Co!” – What does this mean? It means engaging the right people. Not just in mapping or analyzing the problem, but also in action to solve the problem. Helen Bevan, Chief Transformation Officer from the NHS shared that with the group. Very simple to say, but not simple to do.

Helen presented us with the six CO’s her team lives by:

  • Coaching
  • Co-learning
  • Collaborating
  • Co-creating
  • Co-designing
  • Connectivity

Again, a whole blog could be written about Helen’s research and the amazing work the team is going to bring this to light by creating change agents. If you want to READ more the link is included here, as well as the link to Helen’s School for Change Agents. I encourage you to register.  I will be in the school in February!

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Health Innovation School – Why, oh, WHY have we not done this yet? I asked myself that question several times throughout the week. We have so many innovators trying to disrupt the healthcare system, but we have never brought clinicians, patients, start-ups, hospitals, and insurers all together in one-room for an extended period of time to solve the RIGHT PROBLEMS! There will be more to come on this, so be on the look-out!

What I Learned And What You Can Learn…

This is pretty simple. Keep an open mind and explore the possibilities. Surround yourself with people that will push you to new limits and help you think differently. When you go to the Health Innovation School’s website, there is a great quote:

“Innovation is now a competency necessary for everyone across health and care, no matter what role or level.”

So, who are you going to surround yourself with to change the system from being healthcare to health and care?

What I Will Do And What You Can Do…

Take 15 minutes today and find one person to “hack” away with. Whether it be your personal passion or your professional passion, just do it.

This is How You Can Outrun The DoDo!”


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Consumer Experience, Culture, Design Thinking, Empathy, Healthcare, Human-Centered Design, Innovation, Leadership, Mindset, Power of Yes

Members At The Center! – The Journey To The Consumer


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The Story…

This past week was a fantastic week for the Nason Group and one of our partners, Health Partners Plans. Just over three months ago, a group of Consumer Experience Pioneers embarked on a journey to improve member communication for their organization. After six iterations and many healthy discussions of the “how might we” statement, the group moved forward with this focus: “How might we optimize, streamline and humanize communications for care managed Medicaid members with diabetes.

Let’s take a step back and look at the process this group of pioneers navigated. We created a 12-week process that is broken-up into six two-week sprints (if you would like to learn more about the sprint process, please reach out to us).

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This was the first time our partners had run a project like this within their organization, and the results were phenomenal, as you can see below:

Screenshot 2017-08-15 08.00.43

These pioneers worked hard to bring the four prototypes to life. This is where the story continues. We were honored to watch the team present each of these prototypes to the CEO and other key leaders within the organization – it was awesome. It was a very “proud papa” moment for me as I witnessed all of their hard work come to life. They are all ROCK STARS and it was a monumental moment for the organization. Be on the look out for the report out on their next project.

What We Learned And What You Can Learn…

Collectively, we all experienced transformational “learning” during this process. These learnings have become a pivotal part of who we, as Nason Group, will become in the future.

Many times in the consumer experience industry you will find a “know it all” attitude around the correct approach to the consumer experience. This is something we have come face to face within this journey with our partner. We, the Nason Group, arrived on the scene with our initial analysis in hand and proceeded to inform the organization of the issues with their consumer experience process – along with confidently providing them with a list of steps to take to fix this issues. As you might expect, this approach was not entirely successful.

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Throughout this journey, we learned – willingly and sometimes unwillingly – that consumer solutions are often organic. They must be allowed to evolve and transform within each unique experience. Our partners at HPP pushed us to think differently and to adjust our process to better meet the client where they stand. We listened to our consumer and we learned! 

What We Can Do And What You Can Do…

I have explained what we did and what we learned! We took time, built an open relationship with our client and most importantly, truly partnered with our client on their journey to the consumer.

So what, Shawn? The so what is what you can do:  LISTEN! LISTEN! LISTEN!

Take the time to listen to your customers or consumers openly and honestly so that you garner an authentic understanding of their challenges, experiences, and needs. Do not approach any situation believing you know exactly what to do for your client, customer or consumer. This learning experience has been awesome for me and our group! Not always easy, but truly transformational!


 

Consumer Experience, Empathy, Healthcare, Human-Centered Design, Innovation, Power of Yes

The Journey To The Consumer: You Mean A Doctor (Provider) Is A Consumer?


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Well, hell yes, a DOCTOR is a consumer! 

The Story…

This week we started a 12-week journey with our partner in Philadelphia, Health Partners Plans. We are examining ways they can improve and cultivate stronger, better-connected provider relationships, specifically by changing how they and their subscribers perceive and value the provider relationship. We want to get them to view their provider partners as consumers and as individuals, i.e. humans. I know there seems to be some sarcasm in that statement – but it is true.

I love what HPP’s website states about their commitment to the provider:

We are committed to partnering with you to improve the health of our members and the communities where they live. We are equally committed to providing you with the support and service you need to achieve this goal.

It’s true, they really do believe it and are committed to making it happen!

What I Learned And What You Can Learn…

The truth is this: Doctors became doctors to care for people. They want to make a difference in the world and in the lives of their patients. Contrary to what some people believe, they are not all in it for the $$$!

I recently read an article in Readers Digest, What Your Doctor’s Really Think (But Won’t Say To Your Face. I really was blown away at some of the insights in this article. Here a few of the highlights:

  • Don’t Ask Me To Lie – This absolutely blows my mind. We go see our provider and then do not want them to tell us the truth. Really?
  • Your Missed Appointments Really Matter To Me – I learned this week from our partner that, at times, the no show rate for some of their provider offices is 40%. Huge number. So, I spent some time researching this issue and found an article, One Way To Solve The No-Show Problem. The article states that on average can reach as high as 50%. With the overall no show rate so high, why do we blame doctors for their double booking and long wait times? Just a question we need to consider.
  • I’m Not Scared Of Your Google Search – I love this quote within the article:

“When patients come in with three inches of printouts, I know I’m going to have a good conversation. But they’ve also almost always terrified themselves beyond need. I wish they would e-mail or call me so I could put things in perspective. But in general, patients who have researched their condition tend to educate faster and take better control of their care.” —James C. Salwitz, MD

  • I Could Use Empathy Too – This is really fascinating to me. I can find numerous articles that talk about Why doctor’s need to have or show empathy, but none on how we as consumers need to express empathy for doctors. It has to be a two-way street.
  • Sometimes I Don’t Know What’s Wrong – I understand that providers went to school for many years to gain knowledge and skills, but it doesn’t mean they know everything. Give them a break. Let them be your partner on the journey!

empathetic_doctor

What You And I Can Do…

I think this is pretty simple for not only us but also for the doctors. Partner, partner, partner! Find a doctor you can trust, build a relationship, and start on your journey together toward improved health and increased wellness.

We are very excited to be partnered with an organization that is working to build and cultivate a richer, empathy-driven relationship with their Provider partners.

Stay tuned for updates as we embark on this very exciting journey with them!