Why did I decide to encore this show about being customer-centric and transforming or innovating at a very large organization? Well, two main reasons. First reason can be neatly summed up by this recent Tweet from , which I have edited slightly to suit my own purposes. Here’s the : “The Achilles’ heel for most healthcare [innovators] is overlooking the role of change management. The deal isn’t sealed until the whole team is raving. Adoption doesn’t [automatically follow innovative thoughts no matter how good they are or how much it cost to build or buy anything]. Take change mgmt seriously.” This is relevant to pharma companies, to big provider organizations, to SaaS vendors, to payers … pretty much anyone. So, yeah. This show … still relevant. But also there’s a #2 reason for this encore. It’s coming at ya smack in the middle of an ongoing series for boards of directors, CEOs, and CFOs of self-insured employers. As discussed last week in the show with Mark Cuban and Ferrin Williams, PharmD, MBA (), healthcare has become financialized. There is a whole financial layer sitting in between health benefits and the employer, and dealing with that requires customer centricity, transformation, and innovation at the employer level—a little change management, if you will. And with that, here is your encore. I was at the PanAgora Pharma Customer Experience (CX) Summit. Let me tell you one of my big takeaways. Many at pharma companies who are trying to convince their organizations of the need to be provider- and/or patient-centric are having a tough go of it. Heard that coming from every direction. Seems there are quite a few pharma organizations out there who are not actually customer/patient-centric. Say it isn’t so. Turns out, they continue to be pretty darn brand-centric whether or not anyone besides the CX team and the most successful KAMs (key account managers) realize this hard truth. This matters because, from a provider organization, physician, or patient standpoint, it’s not what’s written on the walls … it’s what goes on in the halls. It’s what a company actually does in their interactions with the rest of the healthcare ecosystem that matters and that builds their reputation. You see this lack of customer centricity and, et cetera et cetera, there are certainly other things going on here; but you see the lack of customer centricity manifesting, right? You see the pharma reps that get kicked out of hospital systems because the perception is they add little if any value and “waste doctors’ time; all they do is shove detail aids in our faces.” Heard that recently. Look, this doesn’t just pertain to Pharma; this is a message for the whole industry. But there is certainly a way to do well by doing good, and how that starts is helping provider organizations and patients improve patient outcomes as the primary goal. Being innovative to that end. It’s about supporting the best-practice standard of care and bringing resources to bear that are truly helpful. That is how more of the right patients can get the right treatment/drug at the right time or take their meds as per the A1A clinical guideline. It’s probably also the way to sustainable business success. I’ve said it here a thousand times: People trying to do the right thing by patients all need to work together. If there’s a party in the mix that nobody else wants to deal with because they are deemed not a team player or they don’t listen … yeah, that’s what I call a competitive disadvantage, beyond just squandering their ability to achieve their mission statement and improve patient care and lives, that is. Today’s conversation is with Karen Root, who was a speaker at the aforementioned PanAgora conference. In this healthcare podcast, we are talking about how to make transformation and innovation actionable at a large organization—maybe a pharma company but pretty much any large organization with lots of people, lots...

Encore! EP381: For Reals, Becoming Customer-centric, Transforming, or Innovating at a Very Large Organization, With Karen Root

Interview segment with Lisa Hirsh president and CEO of Accurate Box Co about manufacturing in America impaired by healthcare costs. Echoes TED talk (http://bit.ly/TEDxChase): "Healthcare Stole the American Dream - Here’s How We Take it Back." Full interview at http://the1a.org/shows/2017-01-25/made-in-america

NPR 1A - Lisa Hirsh president and CEO of Accurate Box Co

Our next installment of the 2017 McKesson Pharmacy Systems Podcast Series is an interview with Pharmacy Owner Paul Fulmer, PharmD and&nbsp;Mary Gregory VP Customer Experience at McKesson Pharmacy Systems.&nbsp; We discuss the importance of Customer Care &amp; ensuring the pharmacy owner has accessible resources to maximize the effectiveness of the technology platforms.&nbsp; About Paul Fulmer, PharmD: Paul graduated from UNMC in 2007 and began working at Noble Drug alongside his father, Kim, that same year. Paul is the Pharmacist-In-Charge and has operated Fulmer U-Save Pharmacy since it’s purchase in 2011. Paul enjoys spending time with his family, sports, and hunting. Mary Gregory is a 20+ year McKesson patient &amp; customer advocate champion. Mary currently serves as the Vice President of Customer Experience at McKesson Pharmacy Systems.&nbsp; About the Pharmacy Podcast Series: McKesson Pharmacy Technology &amp; Services (MPTS) partnered with the Pharmacy Podcast Network to produce a special Podcast Series during the 2017 McKesson ideaShare in New Orleans, La. This series will include 12 podcast episodes featuring interviews from MPTS customers, as well as thought leadership from industry experts. https://marketing.mckesson.com/2017-MPTS-Pharmacy-Podcast-Series.html&nbsp;

Pharmacy Technology Enhanced by Customer Experience Assurance - PPN Episode 531

American Healthcare Entrepreneurs and Executives You Might Want to Know. Talking.

Relentless Health Value is a weekly interview podcast hosted by Stacey Richter since 2014. A dynamic healthcare entrepreneur and innovator, Richter has spent more than twenty years mentoring clients and colleagues in the shared pursuit of healthcare value. Subscribe to the podcast and spend an hour with us every Thursday.

Relentless Health Value is the show that connects you with other healthcare leaders trying to achieve the Triple Aim of improving population health and patient experience, while managing costs effectively. Our mission is to help transform healthcare by breaking down silos and connecting disconnected parts of our industry. The first step toward collaboration is simply knowing what others are working on and wrestling to overcome.

Relentless Health Value is for business leaders working in payer and provider organizations, as well as for pharma, medical device, patient advocacy and other healthcare businesses. It’s an ideal resource for health industry innovators and entrepreneurs or aspiring entrepreneurs, who strive to improve healthcare every day. “No outcome, no income,” is the mantra we live daily.

We all know the healthcare business is not, and has never been, an easy business. The barrier to entry is often high, the cost of doing business, equally high. Success is often a frustrating tangle of regulations, litigation risks, perverse incentives and technology requirements.

However, those of us not daunted by the challenge can thrive in these times of great change. The Affordable Care Act has reset incentives ─ value over volume. Healthcare value has become more than an intellectual talking point. It is now a business imperative. We’re in an era of evolution and disruption. And while change breeds pain, it also is the genie of great opportunity.

Let’s get inspired. Let’s talk to healthcare leaders and innovators who are making waves in our industry and who can inspire us. Let’s hear from the boisterous and from those who are quietly achieving greatness. Let’s support those who can turn disjointed healthcare services into value-based systems. Finally, let’s join healthcare builders and disrupters who share our goals to reorder the healthcare universe.

Everyone working in the healthcare industry has a story to tell.

Encore! EP381: For Reals, Becoming Customer-centric, Transforming, or Innovating at a Very Large Organization, With Karen Root

Relentless Health Value

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