3 key culture traits of consumer-centric hospitals

Hospitals and health systems are focused on creating a culture that focuses on meeting patient demands related to financial experience and care access. To achieve this, organizations can adopt various traits that promote a consumer-centric culture.

In an article published in strategy+business magazine, three healthcare consultants with PwC highlighted the key traits hospitals should keep or implement.

The article was written by Jaime Estupiñán, a New York–based principal with PwC; Alice Zhou, part of the Katzenbach Center, PwC's global institute on organizational culture and leadership; and Jessica Geiger, a senior associate based in New York and part of the Katzenbach Center. 

Three takeaways:

1. Focus on patients without compromising internal demands. Hospitals must focus on compliance, metrics, paperwork and other internal demands. But the PwC consultants said it's important to balance those internal demands with being a consumer-centric organization. For example, they cited an EHR startup that routinely brought in patients living with cancer to answer oncology questions from employees.

2. Allow patient-facing employees to make quick decisions for consumers. The PwC consultants advocated for a flat and egalitarian culture rather than one that is hierarchical. They said this involves giving employees closest to the patient the power to make fast decisions and to manage certain ambiguous consumer-related situations without having to go through management.

3. Strive for agility. The PwC consultants said hospitals need to be able to move fast and be adaptable in today's industry to be consumer centric. This agility "requires an ability, at both the individual and organizational level, to look beyond processes to quickly find solutions," they wrote.

Read the full article here.


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