What makes our healthcare system better? What makes it worse? Gary Fradin explores these issues in Consumerism and Value Creation in American Healthcare. He shows that employer based financing and various tax and subsidy programs decrease system value by adding costs without improving health. Supply side reforms aimed at changing physician behavior, he argues, never seem to achieve their desired results. But programs that teach consumers how to choose a hospital, a treatment or a test - and perhaps even more importantly, how to talk to their doctors wisely - can add tremendous value. Learn how appropriate consumer education can revolutionize our system, improve patient outcomes, decrease patient risks and lower overall system costs.
Customer-centric, market-driven solutions for fixing America’s broken healthcare system—from one of the industry’s most innovative thought leaders. Healthcare accounts for nearly a fifth of the U.S. economy. Everyone agrees that the current system is broken and in desperate need of repair. It should cost less, tackle chronic disease, and promote health. It requires a massive shift in resources from acute services to better care management, behavioral health, and primary care services. The question isn’t what to do. It’s how to do it. The revolution starts by meeting and supporting consumers’ real health needs. It’s time for American healthcare to serve the people. This is The Customer Revolution in Healthcare. Written by leading healthcare strategist and commentator David W. Johnson, this groundbreaking book is more than a wake-up call. It’s a point-by-point action plan to: • Blow up the “Healthcare Industrial Complex” • Liberate data and empower consumers with technology • Promote agile, innovative, and customer-centric “platform” companies • Reduce costs, improve service, and generate superior outcomes • Deliver personalized care with precisions and compassion • Explain and address America’s self-created opioid crisis • Provide affordable and accessible health insurance for all • Turbocharge the U.S. economy • Foster healthier communities Revolutionary healthcare empowers patients and providers alike. Competitive healthcare companies reconfigure inefficient business models to deliver appropriate, accessible, holistic, and reliable care at lower costs. Caregivers engage patients with insight and compassion informed by real-time data and analytics. Payers reward health companies that deliver great outcomes and great service at competitive prices while keeping members as healthy as possible. Investors fund innovative companies whose products and services delight customers. And consumers receive compassionate, affordable, convenient healthcare that meets their needs. Most important, The Customer Revolution in Healthcare provides a robust framework for aligning economic incentives with patient needs to deliver better outcomes at lower costs with superior customer service. The future of healthcare belongs to innovative customer-centric health companies that deliver kinder, smarter, more affordable care—to all.
Beyond Deductibles shows what companies can do to control their healthcare spending after they've tried high deductibles, narrow networks, wellness programs and price transparency. It addresses the 30%%+ of medical spending that's ineffective, wasteful and harmful and it shows how employees can obtain more beneficial and typically less expensive care.
Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.
This book presents latest research on the evolution of consumer services, as these services continue to become a larger part of the economy in the world. Four core focal points lead the central message of the book: first, the convergence of back and front offices; second, placing the client as a fundamental input of services production and delivery process, and 'industrializing' the customers' role to combine efficiency and experience; third, the constitution and role of inputs necessary for the configuration, production and delivery of the service, with the crucial role of 'operationalizing' the customers' experience; and fourth, the adoption of new technologies and the appropriate transfer of manufacturing managerial practices through service industrialization. This is a special volume of articles based on solid research and analysis, including conceptualization of the important issues, as well as recommendations for managers. It presents case histories and managerial practices in some key sectors, such as financial services, health care, tourism/hospitality, entertainment and media, online services and home and personal services
The COVID-19 pandemic has had a major impact on both mental and physical health with documented and ongoing effects on the health status of populations globally. One of the key drivers of these trends is the increase in risk factors and unhealthy behaviors in the population (eg. obesity, smoking, alcohol consumption) and poor adherence to health screening, vaccination, or other preventative interventions. This has increased the importance of actions toward disease prevention with a focus on health behavior change. It is recognized that such intervention approaches should be grounded in the principles of person-centered approaches and include patient empowerment, and compassionated care provision, with the aim to facilitate the complex interactions between mental and physical health and effective communication between healthcare professionals and patients. Sharing international learning and best practices for promoting health behavior change using empowerment-oriented approaches is key to supporting the rapid scale-up of effective intervention strategies and will inform research and policy. This Research Topic will focus on best and promising practices of empowerment-oriented strategies for supporting health behavior change. This collection of multidisciplinary articles (original research, reviews, systematic reviews, and opinions) will examine methodologies that address individuals, populations, as well as healthcare professionals that aim to reduce the risk of disease, promote healthy behaviors or enhance adherence to healthcare interventions.
In this visionary book, C. K. Prahalad and Venkat Ramaswamy explore why, despite unbounded opportunities for innovation, companies still can't satisfy customers and sustain profitable growth. The explanation for this apparent paradox lies in recognizing the structural changes brought about by the convergence of industries and technologies; ubiquitous connectivity and globalization; and, as a consequence, the evolving role of the consumer from passive recipient to active co-creator of value. Managers need a new framework for value creation. Increasingly, individual customers interact with a network of firms and consumer communities to co-create value. No longer can firms autonomously create value. Neither is value embedded in products and services per se. Products are but an artifact around which compelling individual experiences are created. As a result, the focus of innovation will shift from products and services to experience environments that individuals can interact with to co-construct their own experiences. These personalized co-creation experiences are the source of unique value for consumers and companies alike. In this emerging opportunity space, companies must build new strategic capital—a new theory on how to compete. This book presents a detailed view of the new functional, organizational, infrastructure, and governance capabilities that will be required for competing on experiences and co-creating unique value.
Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm’s internal architecture, strategy, capabilities, and offerings with external customers.
Expert review of how the antiquated United States healthcare system is transforming The Coming Healthcare Revolution: The 10 Forces that Will Cure America's Health Crisis identifies and describes five top-down macro forces and five bottom-up market forces that have sufficient strength to transform the U.S. healthcare industry from the outside-in. The powerful macro forces are demographic determinants, funding fatigue, chronic pandemics, technological imperatives, and pro-consumer/market reforms. The equally powerful market forces are whole health, care redesign, care migration, aggregators' advantage, and empowered caregivers. Written by David Johnson and Paul Kusserow, professional healthcare advisors operating at the intersection of healthcare economics, policy, strategy, and capital formation, this book provides expert insight on how the U.S. healthcare system is becoming cheaper, better, more balanced between prevention and treatment, easier to access, and more empowering for both frontline caregivers and consumers. In this book, readers will learn about: Factors leading to rising healthcare costs, including an aging population, perverse economic incentives, armies of middlemen, and expensive breakthrough therapies U.S. healthcare in comparison to other high-income countries—twice as expensive per-capita, and inferior in terms of health status metrics Similarities between the U.S. automobile industry crisis in the 1980s and today's adapt-or-die situation for healthcare providers and suppliers How the healthcare industry is reorganizing to decentralize delivery of whole-person health in ways that will improve health outcomes and overall societal health The Coming Healthcare Revolution is a must-read for professionals and organizations seeking to understand and react to the paradigm-shifting forces revolutionizing the healthcare ecosystem.
Health Reform explores the challenges facing health care provision in the advanced economies. The book exposes the limitations of market-led health reform and demonstrates the indispensable role of a vibrant public authority in the renewal of modern health care systems. Issues covered include: * cost-containment and privatisation strategies in an international perspective * the role of business and the private sector in setting the agenda for health care reform * the restructuring of Anglo-Saxon health systems and the shift in state/market boundaries in Canada, the USA, the UK and Australia * the frontier of health care reform in terms of health and social cohesion *the role of patient choice in health care reform.
