Navicent Health Leaders Publish Article on Healthcare Consumerism, Meeting Patient Needs

Spectrum, a publication of the Society for Healthcare Strategy and Market Development (SHSMD), recently published the work of Christopher Cornue, Chief Strategy and Innovation Officer for Navicent Health, Cynthia Costello Busbee, Vice President of Public Affairs and Advocacy for Navicent Health, and other leaders at Navicent Health. The article, entitled “Designing the Future of Healthcare Consumerism: The Role, Relevance and Revelation of Patient Cohorts,” examines Navicent Health’s strategy to define patient cohorts in order to inform care decisions and improve patient satisfaction.

Navicent Health has defined a key strategic objective to “engage consumers in meaningful ways.” The health system has focused on understanding Navicent Health’s various types of patient cohorts and what motivates each cohort to seek care. After conducting research to define each cohort and understand the value proposition for each, Navicent Health has taken steps to reach each specific patient group. The article highlights the measures taken to target elective orthopedic patients and improve their experience, the efforts of a Navicent Health team that included Cornue and Busbee, along with Kevin Adams, Assistant Vice President of Strategic Execution and e-Health Services; Drew Elrod, Administrative Chief of Staff; Mary Hoey, nurse researcher; Leah Mendez, Total Joint and Spine Nurse Navigator; and Donald Smith, Assistant Vice President of Patient Care Services.

“Our team focused on four patient cohorts – the occasional patient, the perpetual or chronic patient, the elective patient and the complex critical patient. Of these four groups, the team reasoned that elective patients were the most promising group to select for patient journey mapping. Total joint replacements in particular follow a very routine and predictive journey through any healthcare system. Our team followed their pathway and identified opportunities to best meet consumer needs. As a result, we are improving patient outcomes, improving patient satisfaction, and growing our business,” said Cornue.

The journey mapping process will not only allow for continuous improvement in the area of total joint replacement, but can be expanded to other services within Navicent Health, and replicated in other health systems as well.

“At Navicent Health, our goal is to keep the patient at the center of all we do. By codeveloping our program with the patient, we’re ensuring we fully meet their needs and expectations. This is beneficial for the patient, and also beneficial for our business as we seek to improve patient outcomes and satisfaction,” said Busbee.

To view the complete article, please click here.

Spectrum is a bimonthly publication of SHSMD, a professional membership group of the American Hospital Association. SHSMD is the largest and most prominent voice for healthcare strategists in planning, marketing, communications, public relations, business development and physician strategy. The society is committed to leading, connecting and serving its members to prepare them for the future with greater knowledge and opportunities as their organizations strive to improve the health of their communities.

About Navicent Health

Navicent Health was incorporated on November 17, 1994, as a nonprofit corporation whose primary purpose is to coordinate The Medical Center, Navicent Health and other affiliated entities in their mission of providing a comprehensive continuum of high quality, reasonably priced healthcare services to the region. Navicent Health has 970 beds for medical, surgical, rehabilitation and hospice purposes. The health system includes The Medical Center, Navicent Health, a nationally recognized tertiary teaching hospital; Beverly Knight Olson Children’s Hospital, Navicent Health, the region’s only dedicated pediatric hospital; Navicent Health Baldwin and Medical Center of Peach County, Navicent Health, both rural hospitals; Rehabilitation Hospital, Navicent Health, the region’s oldest and most experienced rehabilitation provider; Pine Pointe, Navicent Health, which provides palliative and hospice care in homes and in its facility; Carlyle Place, Navicent Health, the area’s first continuing care retirement community; Navicent Health Foundation, the philanthropic arm of Navicent Health; as well as diagnostic and home care services. For more information, please visit www.navicenthealth.org.


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