Tag Archives: health system

5 things you never want to hear at your hospital

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On the journey toward value-based healthcare, health systems are facing stiff competition. Consumers’ costs are going up, their expectations are higher and they’re not afraid to comparison shop when it comes to their health and wellness. Add nontraditional healthcare channels like pharmacy and grocery into the mix, and the battle for market share becomes even more crowded.

“To compete in a retail-driven healthcare market, health systems need to take a customer-focused approach to attract and retain both customers and top talent,” said Vicki Eickelberger, Managing Director at Big Red Rooster, a JLL company. “Creating experiences that connect with customers and their needs has been a strategic premise of successful retailing for decades.”

Healthcare is expensive, messy and fraught with emotion. Gaining customers’ trust requires a care-centered brand fueled by strong culture and service standards. If you’re hearing any of the negative statements below within the walls of your health system, reconsider your brand experience.

“I’m lost.”

Hospitals play host to patients, caregivers, visitors and other guests, meaning there’s a need to build out multiple customer experiences within the same environment. It’s the reason many systems have tapped a Chief Experience Officer, and why OhioHealth turned to Big Red Rooster for an easy and intuitive wayfinding system.

big red rooster

After interviewing stakeholders to understand needs and desired outcomes, Big Red Rooster journey mapped each audience’s experience to identify the best placement of branding and signage. Prioritizing simplicity and projecting a sense of calm, public spaces became uplifting landmarks that oriented people efficiently. That consumer-centric filter has extended across the system’s culture, process and design, resulting in valuable continuity across ambulatory, outpatient and pharmacy sites.… Read More

The doctor is in…the mall?

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As consumerization pushes health systems closer and closer to their patients, we’re seeing healthcare emerge as an opportune tenant for retail landlords with big box vacancies.

consumerization

JLL’s healthcare experts: Greg Gerber, Sarah Cogswell, Sylvia A. van Loveren and Scott Merz

“There’s been a big push by retail landlords to try and attract medical tenants to diversify their portfolios, many of which have been struggling to adapt to the changing nature of retail,” JLL Senior Vice President Sarah Cogswell said at a recent RE Journals’ event.

The challenge is catering to the specifics of healthcare tenants. Landlords are used to retailers that have their specs down to a science, a repeatable façade and the ability to take over a building and make it their own.… Read More

You won’t believe what happens next for healthcare

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2017 was a year of mega-mergers in healthcare as providers and payers alike seek economies of scale, often by joining forces, on the journey toward value-based care. This patient-centric model of quality over quantity creates more risk, and responsibility, causing health systems of all sizes and geographies to reevaluate their delivery of care model, build efficiencies and hopefully gain a leg up on the competition.

With downward cost pressures and such a huge emphasis on results, the healthcare of tomorrow is going to look a whole lot different from today’s hospitals and doctors’ offices. In fact, the tech-forward, community-first evolution has already started.

Telehealth: A Skype date with doc

Imagine you’re in a rural community miles from the nearest hospital, or you’re just across the street from one but are challenged by limited mobility. Telehealth leverages technology so patients can seek treatment without ever leaving the house, significantly reducing costs for the health system while shielding vulnerable patients from healthcare-associated infections.

At the $54-million Mercy Virtual Care Center in St. Louis, a nearly 200-year-old health system is pioneering the idea of a “hospital without beds.” With regular virtual visits and remote health data monitoring technology, Mercy can observe even the most critical patients with an even closer eye, learning individual baselines and gaining the ability to distinguish true emergencies from issues that could be solved by changing medications. It’s already reducing readmission rates, improving outcomes and changing the way we think about house calls.… Read More

Your Stark Law and Anti-Kickback Statute Playbook

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If you’re a health system and think patient referrals have nothing to do with your real estate, think again. Arm’s length isn’t just for anatomy lessons; it’s necessary to ensure real estate transactions don’t corrupt professional, medical judgement, resulting in fines and criminal charges.

Stark Law

Click the image to download our complete Stark/AKS Playbook

Two intertwined federal laws concern patient referrals influenced by improper financial incentives (ex. below fair market value rents) and are a critical consideration in the management of a health system’s real estate:

Stark Law

For services paid for by Medicare, Medicaid or other state healthcare plans, Stark prevents physician self-referral and patient referral to entities with which the physician has a financial interest or relationship.

Anti-Kickback Statute

Prohibits kickbacks, bribes, rewards and other economic incentives that induce physicians to refer patients for services or recommend purchase of medical supplies that are reimbursable under government-funded healthcare programs.… Read More