/ en Fri, 25 Apr 2025 16:25:29 -0500 Tue, 11 Feb 25 06:00:00 -0600 /aha-center-health-innovation-market-scan/2025-02-11-advocate-health-pulls-out-walgreens-clinic-locations-illinois-and-wisconsin <div class="container"><div class="row"><div class="col-md-8"><img src="/sites/default/files/inline-images/Advocate-Health-Pulls-Out-of-Walgreens-Clinic-Locations-in-Illinois-and-Wisconsin.png" data-entity-uuid="938fa5cf-d0b1-4c8e-93bf-edde8223bd2e" data-entity-type="file" alt="Advocate Health Pulls Out of Walgreens Clinic Locations in Illinois and Wisconsin. A patient checks in on an electronic podium to an Advocate Clinic in a Walgreens retail store." width="100%" height="100%"><p>Tumultuous times continue for Walgreens as it works to reshape its retail health care strategy. Advocate Health last week <a href="https://www.nbcchicago.com/news/local/advocate-health-care-to-close-all-clinics-inside-illinois-walgreens/3659336/" target="_blank" title="NBC Chicago: Advocate Health Care to close all clinics inside Illinois Walgreens">closed its 55 clinics inside Walgreens stores</a> in Illinois and Wisconsin.</p><p>Each of the 47 clinics in Illinois and eight in Wisconsin employed one or two medical office assistants and other clinicians who supported virtual care services. The partnership began in 2016, with Advocate leasing store space from Walgreens.</p><p>Advocate will concentrate on other ways to give patients access to care, including expanded virtual services, a health system spokesperson told <a href="https://www.modernhealthcare.com/providers/advocate-health-walgreens-closures-illinois-wisconsin" target="_blank" title="Modern Healthcare: Advocate Health closing Walgreens clinics in two states">Modern Healthcare</a>.</p><p>This is just the latest health care transition for the retailer, which is reportedly making progress on renegotiating contracts with its pharmacy benefits managers and while trying to sell its stake in primary care provider VillageMD. Walgreens invested $5.2 billion in VillageMD in 2021 and contributed another $3.5 billion toward VillageMD’s purchase of SummitHealth, a network of multispecialty and urgent care services.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } h2 { color: #9d2235; } Tue, 11 Feb 2025 06:00:00 -0600 Consumerism /environmentalscan/2024 <div> </div><div><div>.body p, .body li { font-size: 16px; } .scanLand { margin-bottom: 30px } .scanLand img { float: right; width: 50%; max-width: 300px; margin-left: 20px; border: 1px solid lightgrey } .scanLand h3 { font-size: 2em; margin-top: 0; margin-bottom: 20px } .col-md-4.scanLandForm { text-align: center } .scanLandForm { padding: 20px 20px 30px 20px; margin: 0 auto; background-color: #f6f6f6; max-width: 360px" } .scanLandForm h4 { margin-top: 0; text-align: center } .scanLandCallouts { margin: 30px auto; text-align: center } @media only screen and (max-width: 992px) { .scanLandCallouts { width: calc(50% - 20px); float: left; } .scanLandCallouts:nth-child(even) { margin-right: 30px; } .col-md-4 .scanLandForm { max-width: 360px; } } @media only screen and (max-width: 500px) { .scanLandCallouts { width: 100%; margin: 30px auto 0; } } @media only screen and (max-width: 500px) { .scanLand img { width: 100%; margin: 0 auto 30px; float: none } .mktoButtonRow { margin-left: -20px !important; } @media only screen and (max-width: 350px) { margin-left: -60px !important; } } </div><div class="container"><div class="row"><div class="col-md-8 scanLand"><img src="/sites/default/files/2023-11/Environmental-Scan-2024-cover_700x906.jpg" alt="2024 Environmental Scan cover" width="700" height="906"><h3>Implications for the coming year and beyond</h3><p>The 2024 AHA Environmental Scan explores current data and trends to help the health care field think strategically about the future, while also providing an opportunity to reflect on the changes, challenges and opportunities we’ve experienced over the past few years. This annual publication can spark discussion and engagement with hospital and health system staff, leaders, boards and community stakeholders.</p><p><strong>Topics include:</strong></p><ul><li><strong>Hospital and health system landscape:</strong> Financial and operational challenges and care in alternative settings.</li><li><strong>Workforce:</strong> Shortages, resiliency and technology to enhance the workforce experience.</li><li><strong>Better care and greater value:</strong> Patient safety culture and risks, value-based care and emerging care delivery transformation models.</li><li><strong>Consumerism:</strong> Retail clinic trends, digital tools and “infodemic” management strategies.</li><li><strong>Trend snapshots:</strong> Public trust, coverage, artificial intelligence and climate’s impact on health.</li></ul><p><em>The 2024 Environmental Scan is sponsored by </em><a href="https://www.amnhealthcare.com/healthcare-staffing-services/?utm_source=thirdpartywebsite&utm_medium=Content&utm_campaign=ClientAMN_AHAEnvironmentalScan_2024&LO=AHA.com" title="AMN Healthcare | Innovative Staffing and Workforce Solutions"><em>AMN Healthcare Leadership Solutions</em></a></p><h4><small>Also Available:</small></h4><p>The 2024 Environmental Scan <a href="/system/files/media/file/2023/12/Environmental_Scan_2024-Leadership-Discussion-Guide.pdf" target="_blank" title="Leadership Discussion Guide"><strong>Leadership Discussion Guide</strong></a> helps hospitals and other stakeholders use the scan to strategize and think about key issues.</p><p>An <em>AHA member-only</em> <a href="/presentation-resource/2023-11-28-2024-environmental-scan-presentation" target="_blank" title="Members Only - PowerPoint presentation"><strong>PowerPoint presentation</strong></a> is designed to help share 2024 Environmental Scan insights with various stakeholders and your community.</p><p>The <a href="/aha-workforce-scan" target="_blank"><strong>2024 AHA Health Care Workforce Scan</strong></a> will help you better understand the latest forces and trends affecting health care human resources. This resource provides workforce insights to guide your organization forward during this time of continued transformation.</p><p>The AHA’s Society for Health Care Strategy & Market Development (SHSMD) offers a deep dive into key forces that are transforming the future of health care through <a href="https://www.shsmd.org/futurescan" target="_blank">Futurescan</a>.</p></div><div class="col-md-4"> <h4>Fill out the form below to get your copy today!</h4>   MktoForms2.loadForm("//sponsors.aha.org", "710-ZLL-651", 2879);</div>--><div class="panel panel-default"><div class="panel-heading"><h3>Environmental Scan</h3></div><div class="panel-body"><p><a class="btn btn-wide btn-primary" href="/environmentalscan" rel="noopener noreferrer nofollow" data-view-context="top-level-view">Latest Edition</a></p></div></div><div class="scanLandCallouts"><a href="/center/emerging-issues/market-insights"><small><img src="/sites/default/files/2019-11/Market_Insights_Call_Out_340X104_0.jpg" alt="market insights callout" width="360" height="104"></small></a></div><div class="scanLandCallouts"><a href="/center/form/innovation-subscription"><small><img src="/sites/default/files/2019-11/Market_Scan_Call_Out_340X104_0.jpg" alt="market scan callout" width="360" height="104"></small></a></div></div></div></div></div> Tue, 03 Dec 2024 10:00:00 -0600 Consumerism <div class="raw-html-embed"> </div><div><div> .body p, .body li { font-size: 16px; } .scanLand { margin-bottom: 30px } .scanLand img { float: right; width: 50%; max-width: 300px; margin-left: 20px; border: 1px solid lightgrey } .scanLand h3 { font-size: 2em; margin-top: 0; margin-bottom: 20px } .col-md-4.scanLandForm { text-align: center } .scanLandForm { padding: 20px 20px 30px 20px; margin: 0 auto; background-color: #f6f6f6; max-width: 360px" } .scanLandForm h4 { margin-top: 0; text-align: center } .scanLandCallouts { margin: 30px auto; text-align: center } @media only screen and (max-width: 992px) { .scanLandCallouts { width: calc(50% - 20px); float: left; } .scanLandCallouts:nth-child(even) { margin-right: 30px; } .col-md-4 .scanLandForm { max-width: 360px; } } @media only screen and (max-width: 500px) { .scanLandCallouts { width: 100%; margin: 30px auto 0; } } @media only screen and (max-width: 500px) { .scanLand img { width: 100%; margin: 0 auto 30px; float: none } .mktoButtonRow { margin-left: -20px !important; } @media only screen and (max-width: 350px) { margin-left: -60px !important; } } </div><div class="container"><div class="row"><div class="col-md-8 scanLand"><img src="/sites/default/files/2024-12/Environmental-Scan-v2-2025-cover_700x906.jpg" alt="2025 Environmental Scan cover" width="700" height="906"><h3>Implications for the coming year and beyond</h3><p>The 2025 AHA Environmental Scan offers invaluable insights into the latest data and emerging trends, empowering the health care field to plan strategically for the future. The scan gives us the chance to reflect on the challenges we face and the opportunities that await us. By understanding where we are, we can more clearly see where we can go and why it matters. This annual publication serves as a catalyst for meaningful conversations among hospital and health system leaders, boards, staff and community stakeholders as we collectively shape the future of health care.</p><p><strong>Topics include:</strong></p><ul><li><strong>Hospital and health system landscape:</strong> Financial challenges, supply chain shortages, cybersecurity and the impact of commercial insurer claim denials.</li><li><strong>Workforce:</strong> Vacancy rates, remote work trends and technology advancements.</li><li><strong>Better care and greater value:</strong> Improvements in patient safety and quality measures, value-based payment models, strategies to address social needs and maternal health.</li><li><strong>Consumerism:</strong> The impact of GLP-1 drugs, consumers’ views on GenAI, digital patient engagement and health care affordability.</li><li><strong>Trend snapshots:</strong> Public trust, aging in the U.S., coverage, behavioral health, rural health, climate’s impact on health, hospital-based violence intervention programs and vaccines.</li></ul><p><em>The 2025 Environmental Scan is sponsored by </em><a href="https://www.besmith.com" title="B.E. Smith, an AMN Healthcare"><em>B.E. Smith, an AMN Healthcare company.</em></a></p><h4><small>Also Available:</small></h4><p>The 2025 Environmental Scan <a href="/system/files/media/file/2024/11/2025_Environmental_Scan_Leadership_Guide.pdf" target="_blank" title="Leadership Discussion Guide"><strong>Leadership Discussion Guide</strong></a> helps hospitals and other stakeholders use the scan to strategize and think about key issues.</p><p>An <em>AHA member-only</em> <a href="/presentation-resource/2024-11-26-2025-environmental-scan-presentation" target="_blank" title="Members Only - PowerPoint presentation"><strong>PowerPoint presentation</strong></a> is designed to help share 2025 Environmental Scan insights with various stakeholders and your community.</p><p>The <a href="/aha-workforce-scan" target="_blank"><strong>2025 AHA Health Care Workforce Scan</strong></a> will help you better understand the latest forces and trends affecting health care human resources. This resource provides workforce insights to guide your organization forward during this time of continued transformation.</p><p>The AHA’s Society for Health Care Strategy & Market Development (SHSMD) offers a deep dive into key forces that are transforming the future of health care through <a href="https://www.shsmd.org/futurescan" target="_blank"><strong>Futurescan</strong></a>.</p></div><div class="col-md-4"><div class="scanLandForm"><h4>Fill out the form below to get your copy today!</h4>   MktoForms2.loadForm("//sponsors.aha.org", "710-ZLL-651", 4277); </div><div class="scanLandCallouts"><a href="/center/emerging-issues/market-insights"><small><img src="/sites/default/files/2019-11/Market_Insights_Call_Out_340X104_0.jpg" alt="market insights callout" width="360" height="104"></small></a></div><div class="scanLandCallouts"><a href="/center/form/innovation-subscription"><small><img src="/sites/default/files/2019-11/Market_Scan_Call_Out_340X104_0.jpg" alt="market scan callout" width="360" height="104"></small></a></div></div></div></div></div> Tue, 03 Dec 2024 10:00:00 -0600 Consumerism /aha-center-health-innovation-market-scan/2024-11-12-cvs-minuteclinics-introduce-primary-care-select-markets <div class="container"><div class="row"><div class="col-md-8"><p><img src="/sites/default/files/inline-images/CVS-MinuteClinics-Introduce-Primary-Care-in-Select-Markets.png" data-entity-uuid="3033924c-ce35-4170-bc22-2a4b9c922161" data-entity-type="file" alt="CVS MinuteClinics Introduce Primary Care in Select Markets. Two clinicians in a CVS MinuteClinic review medical records on a clipboard." width="100%" height="100%">)</p><p><a href="https://www.cvshealth.com/" target="_blank" title="CVS Health homepage">CVS Health</a> announced last week that it now will provide in-network primary care for Aetna members in select markets through its <a href="https://www.fiercehealthcare.com/retail/cvs-expanding-its-minuteclinics-primary-care-heres-why" target="_blank" title="Fierce Healthcare: CVS is expanding its MinuteClinics into primary care. Here's why">MinuteClinics</a>. This service is available for some individual and commercial members in Houston, San Antonio and the greater Atlanta area, with plans for future expansion. <a href="https://www.cvs.com/minuteclinic" target="_blank" title="MinuteClinic homepage">MinuteClinics</a>, located in CVS pharmacies, total about 1,100 locations nationwide.</p><p>Creagh Milford, D.O., MPH, president of retail health for CVS, said that while the national average wait time for a primary care appointment is about 26 days, some MinuteClinic patients report having waited three months to a year to see their primary care provider. This lack of timely access often results in higher-cost visits to emergency departments or urgent care centers and limits preventive care access.</p><p>MinuteClinics currently serve about 5 million patients, with data showing that about half do not have a primary care provider or have not seen one in years. This represents an opportunity for CVS to connect patients with essential primary care services. Milford noted that in pilot markets, interest in primary care services has been strong.</p><p>Historically, MinuteClinics have offered wellness visits, chronic condition management and behavioral health services. In these initial markets, this has expanded to include a full range of primary care services. MinuteClinics leverage Epic's electronic health record system to support comprehensive population health management and identify care gaps, enabling value-based primary care delivery.</p><p>CVS’s expansion into primary care with MinuteClinics includes plans to launch in two more markets this year and expand further in 2025. This move comes amid a mixed landscape for retail health: <a href="https://corporate.walmart.com/news/2024/04/30/walmart-health-is-closing" target="_blank" title="Walmart: Walmart Health Is Closing">Walmart recently closed its health clinics</a> and <a href="https://www.forbes.com/sites/saibala/2024/08/19/walgreens-potential-sale-of-villagemd-yet-again-signals-the-challenges-of-care-delivery/" target="_blank" title="Forbes: Walgreens’ Potential Sale Of VillageMD Yet Again Signals The Challenges Of Care Delivery">Walgreens is considering selling</a> its primary care unit, <a href="https://www.villagemd.com/" target="_blank' title=" villagemd>VillageMD</a>.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 12 Nov 2024 06:00:00 -0600 Consumerism /aha-center-health-innovation-market-scan/2024-11-05-walgreens-cvs-and-walmart-scale-back-health-care-amid-financial-strain <div class="container"><div class="row"><div class="col-md-8"><p><img src="/sites/default/files/inline-images/Walgreens-CVS-and-Walmart-Scale-Back-on-Health-Care-amid-Financial-Strain.png" data-entity-uuid="4504aa73-93b1-4f84-8829-f7dbdc92bdc3" data-entity-type="file" alt="Walgreens, CVS and Walmart Scale Back on Health Care amid Financial Strain. A business man with Walmart, CVS, and Walgreens logos on the back of his suitcoat and holding a giant ruler faces a bar graph showing a downward trend." width="100%" height="100%"></p><p>In 2024, retail health care faced significant disruption as industry giants like Walgreens, CVS and Walmart reevaluated their health care strategies in response to rising operational costs, reimbursement challenges and shifting market conditions. The difficulties encountered by these companies illustrate the complex nature of balancing health care delivery with traditional retail operations, requiring more than capital investments to remain sustainable.</p><p>Managing care services within a retail framework has proven to be a formidable task. Retailers must align their strategies within health care regulations, manage unpredictable reimbursement models and overcome staffing shortages, all while maintaining profitability. With rising labor costs and an uncertain financial landscape, several major retailers are scaling back their health care ambitions or pivoting to new approaches.</p><h2><span>Walgreens</span> <span>|</span> Scaling Back VillageMD</h2><p>Walgreens, once committed to making VillageMD the centerpiece of its health care strategy, has significantly altered its course. At the <a href="https://www.walgreensbootsalliance.com/news-media/our-stories/walgreens-hlth-2024-committing-patient-care-local-communities" target="_blank" title="Walgreens Boots Alliance: Pharmacy & Healthcare Walgreens at HLTH 2024: Committing to patient care in local communities">HLTH Conference</a> in October, Walgreens’ U.S. health care president, Mary Langowski, revealed that the company is moving away from an exclusive reliance on VillageMD and adopting a diversified approach to health care delivery.</p><p>This year, <a href="/aha-center-health-innovation-market-scan/2024-04-09-walgreens-shutters-160-villagemd-clinics-after-6-billion-loss">Walgreens closed 160 VillageMD clinics</a> — approximately half of its footprint — due to rising operational costs, marking a significant retrenchment. The closures reflect broader financial pressures across the company, which also announced plans to shutter 1,200 retail stores, or about 14% of its total locations, over the next three years.</p><p>Walgreens had invested heavily in VillageMD, committing more than $6 billion to acquire a majority stake in 2021, with ambitions to expand into primary care. The aggressive expansion included the $8.9 billion acquisition of Summit Health+CityMD in 2023, adding multispecialty and urgent care services. However, the company struggled with financial headwinds in its pharmacy and retail segments, forcing a strategic pivot.</p><p>Walgreens now seeks to leverage its extensive retail network by deepening partnerships with multiple payers and pharmacy benefit managers. This shift signals a departure from a single-provider model and aims to position Walgreens as an integral part of the health care journey — offering touch points throughout the care continuum without being tied to a singular partner.</p><p>As part of its new strategy, Walgreens announced an <a href="https://www.walgreensbootsalliance.com/news-media/our-stories/walgreens-expands-virtual-healthcare-services-30-states-adds-lab-test-orders" target="_blank" title="Walgreens Books Alliance: Walgreens expands virtual healthcare services to 30 states, adds lab test orders and virtual STD treatments">expansion of its virtual health care</a>, which offers consultations for common conditions, as well as prescription questions and lab orders. Last week, the pharmacy retailer said it would provide virtual care to 30 states.</p><h2><span>CVS Health</span> <span>|</span> Facing Leadership Changes and Financial Pressures</h2><p>CVS Health also <a href="https://www.cvshealth.com/news/company-news/cvs-health-appoints-david-joyner-president-and-chief-executive-officer.html" target="_blank" title="CVS Health: CVS Health Appoints David Joyner President and Chief Executive Officer">announced a strategic realignment</a> in October, with CEO Karen Lynch stepping down amid the company’s mounting financial difficulties. Longtime executive David Joyner will take the helm as CVS contends with a decline in stock prices and rising costs within its Aetna health benefits segment, which includes Medicare Advantage plans.</p><p>Financial pressures have forced CVS to lower its earnings outlook three times this year. In a cost-cutting move, the company recently laid off approximately 2,900 employees and announced plans to reduce expenses by $2 billion. These measures include discontinuing some Coram infusion services and closing or selling 29 retail pharmacy locations.</p><p>Despite these challenges, CVS remains committed to expanding its primary care footprint through Oak Street Health, which operates more than 200 stand-alone centers across 25 states. CVS intends to open 24 additional Oak Street locations by year-end, demonstrating its belief in the long-term potential of primary care, even as other retailers are pulling back from the sector.</p><h2><span>Walmart</span> <span>|</span> Exiting Health Care Ambitions</h2><p>Earlier this year, Walmart announced that it would <a href="https://corporate.walmart.com/news/2024/04/30/walmart-health-is-closing" target="_blank" title="Walmart Corporate: Walmart Health Is Closing">close all 51 of its health clinics</a> and discontinue its virtual care services. The closures come as Walmart struggles to build a viable business model for health care operations launched in 2019. Positioned to provide affordable care in underserved communities, Walmart’s clinics faced challenges related to reimbursement structures and rising operational costs.</p><p>Initially, Walmart planned to expand its health care offerings, but rising expenses and market dynamics forced the company to retreat from health care delivery.</p><h2><span>Amazon</span> <span>|</span> Staying the Course amid Market Shifts</h2><p>While some retailers retreated from health care, Amazon continues to invest heavily in the sector. In 2023, Amazon acquired One Medical, a provider of physician-staffed clinics and virtual care services, which now operates nearly 240 offices across more than 20 U.S. markets.</p><p>At the HLTH Conference, <a href="https://newsroom.clevelandclinic.org/2024/10/21/cleveland-clinic-and-amazon-one-medical-announce-collaboration-to-expand-access-to-high-quality-coordinated-care-in-the-cleveland-area" target="_blank" title="Cleveland Clinic: Cleveland Clinic and Amazon One Medical Announce Collaboration to Expand Access to High-Quality Coordinated Care in the Cleveland Area ">Amazon announced a new partnership with Cleveland Clinic</a>, designed to coordinate care between One Medical’s primary care clinics and Cleveland Clinic’s network of specialists and hospitals. Amazon’s continued investment signals confidence in the future of retail health care, emphasizing the role of technology and partnerships in meeting consumer demand for accessible care.</p><h2><span>Key Takeaways</span> <span>|</span> The Future of Retail Health Care</h2><p>The divergent paths taken by Walgreens, CVS, Walmart and Amazon reflect the complex dynamics of retail health care. Success in this space depends on more than infrastructure and capital. Companies must align their strategies with market realities, maintain operational efficiency, create sustainable care models and compete with established providers.</p><p>Retailers venturing into health care must address rising labor costs, evolving reimbursement models and the intricacies of managing health care delivery alongside retail operations. As the industry evolves, technology, partnerships and flexible care models will play pivotal roles in determining which players can succeed in meeting consumer needs while maintaining profitability.</p><h3><span>Learn More</span></h3><p>This <a href="/aha-center-health-innovation-market-scan/2024-02-19-special-report-how-health-care-disruptors-will-transform-field">AHA Market Scan Trailblazer special report</a> explores the health care disruption outlook for 2024.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 05 Nov 2024 06:15:00 -0600 Consumerism /aha-center-health-innovation-market-scan/2024-08-20-what-make-seismic-shifts-retail-health-care <div class="container"><div class="row"><div class="col-md-8"><p><img src="/sites/default/files/inline-images/What-to-Make-of-the-Seismic-Shifts-in-Retail-Health-Care.png" data-entity-uuid="0b15638c-c3c1-4c9b-b2d2-f7aaa2a462ef" data-entity-type="file" alt="What to Make of the Seismic Shifts in Retail Health Care. A hospital executive on a mountaintop looks into a cloud of fog to see what the future holds for retail health care at Walmart, Walgreens, and CVS Health." width="100%" height="100%"></p><p>No matter how you slice it, 2024 was going to be a telling year for retailers in health care. Companies that have invested billions of dollars in providing primary care and health and wellness services have had to make tough decisions about their strategies and futures in the field.</p><p>By the end of Q2, it became apparent that the great experiment was crumbling for some companies. For others, the dream had largely died. And even for the most diversified companies like CVS Health, there has been some painful financial news.</p><p>Here’s a rundown on key changes impacting three of health care’s largest retailers and questions they will need to address about their future in this space.</p><h2><span>Walgreens</span> <span>|</span> Their Primary Care Gambit Takes a Major Hit</h2><p><img src="/sites/default/files/inline-images/Walgreens.png" data-entity-uuid="ba81bc6b-c75e-4e17-abda-0131f8d36daa" data-entity-type="file" alt="Walgreens sign." width="25%" height="25%" class="align-left">Earlier this month, news broke from an <a href="https://investor.walgreensbootsalliance.com/static-files/d13137b6-4aa0-43e5-bd06-0d6143c4d464" title="Walgreens Boots Alliance, Inc., Form 8-K" target="">8-K report</a> Walgreens filed with the Securities and Exchange Commission that the retailer was considering selling all or some of its 53% stake in the primary care provider VillageMD.</p><p>The partnership with VillageMD was designed to provide primary care locations adjacent to hundreds of Walgreens stores around the country. But after announcing last fall that it would close 60 underperforming VillageMD locations in five markets as part of a $1 billion cost-cutting initiative, Walgreens in March said it would close a total of 160 clinics.</p><p>These announcements signaled a potentially huge about-face in Walgreens’ health care strategy. After all, in 2020 and 2021 the company had invested $6.2 billion in VillageMD as a centerpiece for its plans to compete in the retail primary care space with CVS Health, Walmart and Amazon, which acquired One Medical, another primary care provider.</p><p>VillageMD remains unprofitable and analysts see the company as a significant drag on Walgreens’ financial performance, including a $6 billion loss in the second quarter. In addition, VillageMD has defaulted on a $2.25 billion loan agreement with Walgreens, according to the 8-K filing.</p><h3><span>Walgreens’ Key Remaining Questions for 2024</span></h3><ul><li>What will be the company’s value play in health care after the company decides its long-term relationship with VillageMD?</li><li>Will Walgreens’ CEO Tim Wentworth, who took over in October, be able to right the company’s financial ship and establish a clear vision for its future in health care?</li><li>Will the company return to its pharmacy and retail roots or retool its primary care strategy?</li></ul><h2><span>CVS Health</span> <span>|</span> Not Immune from Market Challenges</h2><p><img src="/sites/default/files/inline-images/CVS-Health.png" data-entity-uuid="ed4fd4e5-ea67-42ca-bf84-4552efdb8412" data-entity-type="file" alt="CVS store front." width="25%" height="25%" class="align-left">Along with Amazon, CVS Health has long been the most aggressive investor in retail health care. But it, too, is feeling the financial pain of trying to manage its role effectively as a care provider, pharmacy and insurer with its subsidiary Aetna.</p><p>The company recently <a href="https://www.reuters.com/business/healthcare-pharmaceuticals/cvs-health-cuts-2024-profit-forecast-elevated-medical-costs-2024-08-07/" target="_blank" title="Reuters: CVS Health expects medical costs to remain high through the year">slashed its full-year profit outlook and announced plans to cut $2 billion in costs</a> over the next several years as rising medical costs continue to have a negative impact on CVS and the broader health insurance industry.</p><p>Aetna’s poor financial performance — including a 39% drop in second-quarter operating income — recently <a href="https://www.ctinsider.com/business/article/ct-aetna-cvs-kane-lynch-hartford-ri-ceo-19625667.php" target="_blank" title="CT Insider: CVS replaces Hartford-based Aetna head Brian Kane after less than one year on the job">cost company president Brian Kane his job</a>. He is being replaced by CVS CEO Karen Lynch.</p><p>Lynch and her team now must deal with the unfavorable impact of Aetna’s Medicare Advantage star ratings, which help Medicare patients compare the quality of Medicare health and drug plans.</p><p>CVS’ health services segment, meanwhile, continues to drive substantial revenue for the company. It generated <a href="https://www.cnbc.com/2024/08/07/cvs-health-cvs-earnings-q2-2024.html#:~:text=CVS%E2%80%99%20health%20services%20segment%20generated%20%2442.17%20billion%20in%20revenue%20for%20the%20quarter%2C%20down%20nearly%209%25%20compared%20with%20the%20same%20quarter%20in%202023.%C2%A0" target="_blank" title="CNBC: CVS slashes profit guidance, will cut $2 billion in expenses as insurance costs climb">$42.17 billion last quarter</a>, down nearly 9% from the same quarter last year but near analyst expectations.</p><h3><span>CVS’ Key Remaining Questions for 2024</span></h3><ul><li>Can Lynch and her new management team improve Aetna’s financial performance and operations in the long term?</li><li>Will the company’s primary care strategy change over the coming year and beyond or the way that it integrates with its pharmacy, insurance and other businesses?</li><li>How will the company overcome the challenges in its Medicare Advantage business?</li></ul><h2><span>Walmart</span> <span>|</span> Tapping Out on Primary Care</h2><p><img src="/sites/default/files/inline-images/Walmart.png" data-entity-uuid="407d4a7c-aec1-4ff8-bbad-72c49ce4e6bc" data-entity-type="file" alt="Walmart carts." width="25%" height="25%" class="align-left">After taking a more measured approach to its move into opening primary care clinics, Walmart Health in late June <a href="https://www.cnn.com/2024/04/30/business/walmart-closes-health-clinics/index.html" title="Walmart will close all of its health care clinics" target="_blank"">closed all of its 51 health care clinics</a> across the country and shuttered its telehealth operations.</p><p>The company cited business conditions it could not overcome in making the decision to walk away from primary care. Walmart leaders said they could not operate a profitable business due to a challenging reimbursement environment and rising operating costs.</p><p>The <a href="https://www.cnbc.com/2024/04/30/walmart-to-shutter-health-centers-virtual-care-service.html#:~:text=The%20shortage%20of%20health%2Dcare%20workers%20in%20the%20U.S.%20has%20also%20increased%20the%20company%E2%80%99s%20labor%20costs%2C%20according%20to%20the%20sources%20familiar%20with%20the%20matter.%C2%A0" target="_blank" title="CNBC: Walmart to shutter health centers, virtual care service in latest failed push into health care">shortage of health care workers in the U.S.</a> also increased Walmart’s labor costs, company sources told CNBC.</p><p>In March, <a href="https://www.forbes.com/sites/brucejapsen/2024/03/29/walmart-health-clinic-expansion-on-track-for-70-by-years-end/" target="_blank" title="Forbes: Walmart Health Clinic Expansion On Track For 70 By Year’s End">Walmart leaders said they planned to have 70 health care clinics</a> operating by year-end. That plan was scuttled, however, as the company assessed the long-term prospects for success in an increasingly crowded field.</p><p>It seems that Walmart learned the painful lesson that taking on primary care as a loss leader to help build other segments of its business was not a successful strategy.</p><h3><span>Walmart’s Key Remaining Questions for 2024</span></h3><ul><li>How will Walmart’s health care focus shift in the future? Last month, the company stated that it planned to lease space to Humana’s CenterWell business to establish 23 senior-focused primary care clinics at Walmart Superstore locations in Florida, Georgia, Missouri and Texas. Could this be a precursor to a larger play in targeting health needs for seniors?</li><li>Will the company be content in its current mix of pharmacy and health and wellness services or will it take another angle to provide health care to its vast customer base?</li></ul></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 20 Aug 2024 06:15:00 -0500 Consumerism /aha-center-health-innovation-market-scan/2024-08-13-will-one-medical-change-after-losing-google-contract <div class="container"><div class="row"><div class="col-md-8"><p><img src="/sites/default/files/inline-images/Will-One-Medical-Change-after-Losing-Google-Contract.png" data-entity-uuid="ad55f52d-d040-4a8b-b2a7-c53b73be0b82" data-entity-type="file" alt="Will One Medical Change after Losing Google Contract? A One Medical columned storefront." width="100%" height="100%"></p><p>The recent news that Amazon’s primary care subsidiary One Medical will lose its long-standing contract with Google at year-end created quite a buzz about how this might impact the provider’s business.</p><p>After all, Google’s roughly 180,000 employees who received discounted medical care under the contract, accounted for about 10% of One Medical’s revenue in 2020. That figure dropped slightly in 2021, according to media reports. One Medical stopped publicly sharing financials after it was acquired by Amazon in 2022, so it is difficult to know the impact this will have on One Medical’s revenues going forward.</p><p>For its part, Google has stated that the decision to end the One Medical contract had nothing to do with Amazon’s ownership of the primary care provider. Existing One Medical locations on Google’s campuses now have transitioned to Premise Health, which provides digital and in-person health care and wellness services for employers.</p><h2><span>4 Takeaways on How One Medical Will Be Impacted by Google’s Move</span></h2><h3><span>1</span> <span>|</span> One Medical will remain an in-network provider for Google.</h3><p>The key difference is that Google workers will need to pay for their own memberships after this year.</p><h3><span>2</span> <span>|</span> One Medical recalibrates its client strategy.</h3><p>For 2024, the company will focus on midsize clients while developing and building a better strategy for large corporate customers, according to an <a href="https://www.businessinsider.com/google-drops-amazon-one-medical-2024-7" target="_blank" title="Business Insider: Google Drops Amazon's One Medical">internal document</a> that Business Insider (BI) obtained.</p><h3><span>3</span> <span>|</span> The focus on employee communications will change.</h3><p>One Medical plans to improve its direct-to-employee communications with more health-benefit data, BI reported. One Medical wants to contractually require enterprise customers to deliver employee contact information to facilitate direct communication, which typically results in higher usage.</p><h3><span>4</span> <span>|</span> The focus on wellness will increase.</h3><p>The document obtained by BI also indicates that One Medical hopes to boost the percentage of annual wellness visits by enterprise members from 16% to 28% to a total of 160,000 per year.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 13 Aug 2024 06:00:00 -0500 Consumerism /aha-center-health-innovation-market-scan/2024-08-06-whats-behind-humana-walmart-lease-deal-provide-primary-care-seniors <div class="container"><div class="row"><div class="col-md-8"><p><img src="/sites/default/files/inline-images/Whats-Behind-the-Humana-Walmart-Lease-Deal-to-Provide-Primary-Care-to-Seniors.png" data-entity-uuid="ccedd6bd-a4d5-4b9f-98d3-0c1f9f2899bf" data-entity-type="file" alt="What’s Behind the Humana-Walmart Lease Deal to Provide Primary Care to Seniors? A performer on a stage opens a curtain to reveal the Walmart and Humana logos." width="100%" height="100%"></p><p>The <a href="https://press.humana.com/news/news-details/2024/CenterWell-Announces-Plans-to-Open-23-Senior-Primary-Care-Centers-at-Walmart-Locations-in-Florida-Georgia-Missouri-and-Texas/default.aspx#gsc.tab=0" target="_blank" title="Humana: CenterWell Announces Plans to Open 23 Senior Primary Care Centers at Walmart Locations in Florida, Georgia, Missouri and Texas">recent news</a> that Humana’s CenterWell would be leasing space to open 23 senior-focused primary care clinics outside former Walmart health clinics initially seemed like a head scratcher.</p><p>After all, just three months ago Walmart announced it was closing its 51 Walmart Health centers in five states and exiting its telehealth business, stating that it didn’t see a sustainable business model in primary care.</p><p>Now, like the infamous scene from Godfather III, some might be wondering if one or more Walmart executives aren’t muttering, “Just when I thought I was out, they pull me back in.” What in the name of Sam Walton is going on here?</p><h2><span>3 Takeaways on the Humana Deal</span></h2><h3><span>1</span> <span>|</span> This is more of a Humana play, than a Walmart play.</h3><p>The centers will operate adjacent to Walmart stores under the CenterWell Senior Primary Care and Conviva Care Centers brand names, Humana leaders noted. The centers, in various communities in Florida, Georgia, Missouri and Texas, will provide primary care services designed specifically for older adults.</p><h3><span>2</span> <span>|</span> The move will support Humana’s Medicare Advantage business.</h3><p>Earlier this year, Humana announced that it planned to enter three new markets in North Carolina and Louisiana and add additional centers in eight of its current U.S. markets. Humana is among the many health insurers accelerating its efforts to provide convenient access to its members.</p><p>But Humana may have more on the line than some of its competitors, analysts suggest, because of the significant investments it has made in its Medicare Advantage business. The company stated last year that it would exit the employer insurance market in 18-24 months to focus solely on government-sponsored health plans like Medicare and Medicaid.</p><p>Early indications from the change in strategy have not been positive. In late January, Humana — the nation’s second largest private Medicare insurer — projected roughly half the profit in 2024 that investors had expected, according to media reports.</p><h3><span>3</span> <span>|</span> Walmart’s health and wellness business stands to benefit.</h3><p>Company executives see the leasing deal as a win for its older customers as Walmart continues to focus on the pharmacy and optical sides of its health care operations. The centers, they say, will provide convenient access to primary care for seniors.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 06 Aug 2024 06:00:00 -0500 Consumerism /aha-center-health-innovation-market-scan/2024-06-11-4-things-health-consumers-want-now <div class="container"><div class="row"><div class="col-md-8"><p><img src="/sites/default/files/inline-images/4-Things-That-Health-Consumers-Want-Now.png" data-entity-uuid="93df3b61-fbd4-48e6-8889-be855081e327" data-entity-type="file" width="100%" height="100%" alt="4 Things That Health Consumers Want Now. An outstretched hand holding a question mark."></p><p>Satisfying today’s health care consumer is no simple task. Yet, amid the multitude of challenges health care executives face today, none may be more foundational to their organizations’ future growth, reputation and ability to serve and compete in a rapidly changing environment.</p><p>The recently released third installment of the <a href="https://jarrardinc.com/resources/2024-strategic-positioning-consumer-survey-request/" target="_blank" title="Jarrard Inc.: Consumers’ Choice: Connection, Cost, Convenience">2024 National Consumer Survey Series</a> from Jarrard Inc., a Chartis Company, explores what leads patients to choose providers, how patients want to access care and what they want in their relationship with providers.</p><p>The <a href="https://jarrardinc.com/jarrard-insights/quick-think/2024/05/survey-five-takeaways-on-healthcare-consumer-preferences/" target="_blank" title="Jarrard Inc.: Survey: Five Takeaways on Healthcare Consumer Preferences">findings and analysis</a> provide insights on how consumers define and assess quality and how executives and marketing/communications leaders can position their organizations locally and within the wider health care landscape.</p><p><img src="/sites/default/files/inline-images/Patients-are-split-on-preferred-scheduling-method.jpg" data-entity-uuid="b42d0e27-2e1f-4f67-a329-ea9e63c78de1" data-entity-type="file" alt="Patients are split on preferred scheduling method. If all options were available, what would be your preferred method for scheduling, rescheduling, or canceling routine appointments? Phone call: 50%. Computer: 22%. Smartphone: 18%. Walk-in: 19%." width="100%" height="100%"></p><h2><span>4 Takeaways from the Survey</span></h2><h3><span>1</span> <span>|</span> Don’t talk past patients on quality matters.</h3><p>Providers often highlight awards and rankings in their messages to the community even as they simultaneously place a consistent internal focus on quality metrics as defined by the Centers for Medicare & Medicaid Services.</p><p>Both are important, but patients have a different view of quality, the report states. To patients, quality is simply a physician who listens to their concerns and a staff that is friendly, caring and provides a clear vision for how to improve their health.</p><h4>Takeaway</h4><p>Awards, ratings and the organization’s brand name were at the bottom of the list in how patients view quality. This suggests that highlighting external accolades may be useful within a wider marketing strategy, but it should not be the central focus, notes <a href="https://jarrardinc.com/team/pattie-cuen/" target="_blank" title="Jarrard Inc.: Pattie Cuen biography">Pattie Cuen</a>, senior vice president at Jarrard and former health system marketing and communications leader. Instead, emphasize the caring, personal experience patients will have — and back it up with thoughtful operations and staffing.</p><h3><span>2</span> <span>|</span> Insurance acceptance and word of mouth are king in provider selection.</h3><p>Four out of five respondents said finding a provider who accepts their insurance is “very important” or “important.” About 70% said that a convenient location is important for finding a provider, with slightly more than half giving strong weight to good online ratings and reviews.</p><p>Among the 80% of respondents who have an established relationship with a primary care physician (PCP), one-third found them through a trusted friend or family member. Only about one in four found their PCP through a list provided by their insurance plan.</p><h4>Takeaway</h4><p>Word of mouth from a trusted source is key to making a final decision, meaning every function and individual within a medical practice or hospital must work to provide an outstanding experience for patients — who then can become an organization’s biggest advocates.</p><h3><span>3</span> <span>|</span> Explain virtual care options.</h3><p>Just under half the respondents had a virtual care visit within the past two years, and 90% said they were” very satisfied” or “somewhat satisfied” with the experience. But a significant portion of the respondents weren’t clear about their options: 30% said they weren’t sure if their health plan offered virtual care and about one in four didn’t know if their PCP or specialist offered remote options.</p><p>Meanwhile, of those who chose not to use virtual care, 55% said it was because they preferred in-person visits with their doctor, reinforcing the personal, relational nature of medical care.</p><h4>Takeaway</h4><p>Consider ways to draw more attention to and educate patients about your telehealth services. This will help meet some consumers' desire for more convenient ways to access care.</p><h3><span>4</span> <span>|</span> Meet patients’ scheduling needs.</h3><p>More than half of respondents have used an app or website to schedule a medical appointment in the last year. Half said that if all options were available (including an app or website), they would prefer scheduling routine appointments by phone.</p><h4>Takeaway</h4><p>Providers must continue offering digital and analog scheduling methods, while maintaining or strengthening phone support and expanding the availability of online tools. It is worth considering how to educate and equip patients to become more comfortable with digital scheduling tools. But none of this matters if the patient ends up unable to get a convenient appointment, the analysis states.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 11 Jun 2024 06:15:00 -0500 Consumerism /aha-center-health-innovation-market-scan/2024-06-14-elevating-access <div class="raw-html-embed"> </div><div> /* Banner_Title_Overlay_Bar */ .Banner_Title_Overlay_Bar { position: relative; display: block; overflow: hidden; max-width: 1170px; margin: 0px auto 25px auto; } .Banner_Title_Overlay_Bar h1 { position: absolute; bottom: 40px; color: #003087; background-color: rgba(255, 255, 255, .8); width: 100%; padding: 20px 40px; font-size: 3em; box-shadow: 0 3px 8px -5px rgba(0, 0, 0, .6); } @media (max-width:991px) { .Banner_Title_Overlay_Bar h1 { bottom: 0px; margin: 0px; font-size: 2.5em; } } @media (max-width:767px) { .Banner_Title_Overlay_Bar h1 { font-size: 2em; text-align: center; text-indent: 0px; padding: 10px 20px; } } @media (max-width:530px) { .Banner_Title_Overlay_Bar h1 { position: relative; background-color: #63666A22; } } /* Banner_Title_Overlay_Bar // */ <header class="Banner_Title_Overlay_Bar"><img src="/sites/default/files/2024-01/Trailblazers_Amazon_banner_1170x250.png" alt="Cover of Streamlining Supply Chain Practices as Health Systems Expand" width="1168" height="250"><div><h1>Elevating Access and the Consumer Experience</h1></div></header></div> h2{ margin-top: 0px; } p.center_Intro { color: #002855; line-height: 1.2em; font-size: 30px; margin: 10px 0 25px 0; font-weight: 700; font-size: 2em; } p.center_Lead { color: #63666A; font-weight: 300; line-height: 1.4; font-size: 21px; } <div class="row"><div class="col-sm-8"><h2>Higher Expectations Redefine the Health Care Landscape</h2><p>Every patient or family member has a customer service story to tell from their experiences with the health care system. Many stories aren’t flattering. Earned or not, health care doesn’t have the same customer service reputation as many well-known brands in the retail world like Amazon, Apple or Ritz Carlton.</p><p>Historically, the consumer experiences underlying the reputation didn’t hurt provider organizations like hospitals, health systems and physician practices from clinical, financial or operational standpoints. The reasons ranged from clinical reputation, brand loyalty and unbreakable doctor-patient relationships to narrow-network health insurance benefits and geographic market advantages.</p><p>But those reasons are crumbling before the eyes of most provider organizations. New market entrants, nontraditional health care competitors, vertically integrated health care conglomerates, new patient care modalities, breakthrough medical technologies, innovative digital health technologies, new value-based reimbursement models and — most importantly — new consumer expectations are quickly redefining the health care landscape.</p><div class="row"><div class="col-sm-12"><p><strong>Sponsored by:</strong><a href="https://guidehouse.com/" target="_blank" title="Guidehouse"><strong><img src="/sites/default/files/2020-03/Logo_Guidehouse_834x313.jpg" alt="Guidehouse logo" width="834" height="313"></strong></a></p><p> </p></div><p> </p></div><p> </p></div><p> </p><div class="col-sm-4"><p> </p><a href="https://guidehouse.com/" target="_blank" title="Guidehouse"><img src="/sites/default/files/2024-01/Trailblazers_logo-924x265.png" alt="TrailBlazers" width="100%" height="100%"></a><p><br><a href="#DownloadNow" title="Elevating Patient Access and the Consumer Experience"><img src="/sites/default/files/2024-06/Traiblazers_Guidehouse_cover_777x600.png" alt="Cover, Elevating Patient Access and the Consumer Experience" width="100%" height="100%"> </a><br><a class="btn btn-primary" href="#DownloadNow" title="Download, Elevating Patient Access and the Consumer Experience">Download</a></p></div></div> .y-hr3 div:nth-child(2) { border-top: solid 15px #67c1c3; margin: 50px 0px; height: 0px; <div class="row y-hr3"><div class="col-md-3"> </div><div class="col-md-6"> </div><div class="col-md-3"> </div></div><div class="row"><div class="col-sm-4"><img src="/sites/default/files/2024-06/Trailblazers_Guidehouse_consumer_Section1_700x532.png" alt="Patient looking up information about her bottled perscription on her phone" width="100%" height="100%"></div><div class="col-sm-8"><h2>Why Elevate Patient Access and the Consumer Experience?</h2><p>Guidehouse and the Healthcare Financial Management Association (HFMA) surveyed 144 provider executives for the firm’s 2024 Health System Digital and IT Investment Trends Report. The executives, mostly chief financial officers (CFOs), said that patient and provider feedback is directing them to improve the consumer experience through digital front doors and virtual care options.</p><p>Further, there is a growing sense of urgency among hospitals, health systems and physician practices to elevate the consumer experience and jump-start that journey by improving patient access.</p><div class="col-md-10 col-md-offset-1 spacer"><img src="/sites/default/files/2024-06/Trailblazers_Guidehouse_Chart_Section1_700x532.png" alt="Figure 2 | Patients are waiting longer for physician appointments | Year 2017 compared to year 2022 (in days); Cardiolog: 21 vs 26, Dermatology: 33 vs 35, Family Medicine: 29 vs 21, OB/GYN, 26 vs 31, Orthopedic Surgery 11 vs 16" width="1400" height="532" title="Figure 2 | Patients are waiting longer for physician appointments | Year 2017 compared to year 2022 (in days); Cardiolog: 21 vs 26, Dermatology: 33 vs 35, Family Medicine: 29 vs 21, OB/GYN, 26 vs 31, Orthopedic Surgery 11 vs 16"></div><p><a href="#DownloadNow" title="Download, Elevating Patient Access and the Consumer Experience"><strong>READ MORE.</strong></a></p></div></div><div class="row y-hr3"><div class="col-md-3"> </div><div class="col-md-6"> </div><div class="col-md-3"> </div></div><div class="row"><div class="col-sm-4"><img src="/sites/default/files/2024-06/Trailblazers_Guidehouse_TampaGen_700x532.png" alt="Tampa General Hospital - External of building" width="700" height="532"></div><div class="col-sm-8"><h2>Case Study: Tampa General Hospital</h2><h3>Patient Access is Care Coordination</h3><p>Learn how Tampa General Hospital built out its patient experience center to bring service standards up to the level of other fields and the results it has achieved in the first 13 months. The center addresses three workstreams: people, processes and technology.</p><p><a href="#DownloadNow" title="Download, Elevating Patient Access and the Consumer Experience"><strong>READ MORE.</strong></a></p></div></div><div class="row y-hr3"><div class="col-md-3"> </div><div class="col-md-6"> </div><div class="col-md-3"> </div></div><div class="row"><div class="col-sm-4"><img src="/sites/default/files/2024-06/Trailblazers_Guidehouse_Yale_700x532.png" alt="Yale New Haven Health/Yale Medicine- External of building" width="700" height="532"></div><div class="col-sm-8"><h2>Case Study: Yale New Haven Health/Yale Medicine</h2><h3>Unleashing Supply to Meet Demand</h3><p>Thanks to an enviable clinical reputation — buoyed by their affiliation with Yale University and its medical school — there always has been pent-up patient demand for care from the health system’s providers. Learn how the organization’s Access 365 initiative knocked down barriers to access and replaced them with the people, processes and technologies to give patients access to what they need at the first point of contact.</p><p><a href="#DownloadNow" title="Download, Elevating Patient Access and the Consumer Experience"><strong>READ MORE.</strong></a></p></div></div><div> .SponsorMarketoForm { background-color: ; padding:5px 25px; border: solid 2px #307FE2; margin:50px 15px 0px !important; display:inline-block; } .SponsorMarketoForm h3{ margin:10x 0 0 0 ; color:#eaaa00; font-size:.7em; text-transform:uppercase; font-weight:400; letter-spacing:3px; max-width:200px; /* Custom for the copy length */ background-color:#fff; padding: 5px 15px; position:relative; top:-35px; height: 0px; } .SponsorMarketoForm h2{ color: #002855; } .SponsorMarketoForm .SponsorMarketoFormHolder{ background-color: ; padding:15px; display: inline-block; margin-bottom:25px; } .SponsorMarketoFormHolder form{ margin: auto; } @media (max-width:640px){ .SponsorMarketoForm { padding:5px 0px; } .SponsorMarketoForm .SponsorMarketoFormHolder{ padding:15px 0px; } } /* Marketo Over-ride */ .mktoForm .mktoFormRow:nth-child(3){ float: left; } /*Center the last row .mktoForm .mktoFormRow:nth-child(4){ margin-left:15%; } */ .mktoForm label{ font-size: 0px; width: 0px !important; } .mktoForm input{ height: 30px } .mktoForm .mktoButtonRow{ float: left; } .mktoForm .mktoButtonWrap { margin-left:20px !important; } .mktoForm .mktoButton { background-color: #307FE2 !important; border: 1px solid #307FE2 !important; color: #fff !important; padding: 0.4em 1em; font-size: 1em; background-image: none !important; min-width: 190px; margin: 0 15px; border-radius: 4px; padding: 10px 20px; transition: all .25s ease-in-out; text-shadow: none; white-space: normal; height: 30px; font-weight: 700 } .mktoForm .mktoButton:hover{ background-color: #002855 !important; border: 1px solid #002855 !important; color: #fff !important; } .mktoForm .mktoClear { clear: none; } <div class="row spacer" id="DownloadNow"><div><div class="col-md-1"> </div><div class="col-md-10"><div class="cta--image-container full_width SponsorMarketoForm"><h3>Download Now</h3><div class="col-sm-9"><h2>Elevating Patient Access and the Consumer Experience</h2><div class="SponsorMarketoFormHolder">   MktoForms2.loadForm("//sponsors.aha.org", "710-ZLL-651", 3641); MktoForms2.whenReady(function(form) { if (form.getId() == 3641) { form.onSuccess(function(values, followUpUrl) { form.getFormElem().hide(); document.getElementById("successAndErrorMessages").innerHTML = "<div><p>Thank you for downloading the latest AHA Trailblazers.<\/p><a class='btn btn-wide btn-primary' data-view-context='top-level-view' href='https:\/\/www.aha.org\/system\/files\/media\/file\/2024\/06\/Trailblazers_Guidehouse.pdf' target='_blank' rel='noopener noreferrer nofollow'>Download the Report<\/a><\/center><\/div>"; return false; }); }; }); <div id="successAndErrorMessages"> </div></div></div><div class="col-sm-3"><img src="/sites/default/files/2024-06/Traiblazers_Guidehouse_cover_777x600.png" alt="Cover, Elevating Patient Access and the Consumer Experience" width="600" height="777"></div></div></div><div class="col-md-1"> </div></div></div></div> Thu, 06 Jun 2024 10:10:53 -0500 Consumerism