“EP234: Customer Experience Drives Trust, and the Two Together Drive Outcomes, With Claire Sporton of Confirmit”
by Stacey Richter

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Today I speak with Claire Sporton. Claire is SVP of customer experience innovation over at Confirmit. Since we did this interview, the 2019 Edelman Trust Barometer came out. And it showed that trust in US hospitals has nose-dived 8 points. Pharma and biotech held steady since last year, or slight increases, but the bar is […]

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“INBW23: What I Said at the Rare Disease Roundtable Last Week”
by Stacey Richter

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Last week I was invited to attend and present at a Rare Disease Roundtable hosted by Health Catalyst and McDermott Will & Emery in Boston. A colleague from Aventria Health Group and I were there to talk about ways to enlist stakeholder collaboration throughout the rare disease patient journey. For more information, go to aventriahealth.com or […]

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“EP233: Integrative Oncology Is a Clinically Proven Approach—Here’s to Hoping That News Gets Out to Payers and Patients, With Glenn Sabin of FON Consulting”
by Stacey Richter

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The Society for Integrative Oncology recently completed a systematic evaluation of peer-reviewed randomized clinical trials for patients with breast cancer. The researchers assigned letter grades to therapies based on the strength of the evidence. Meditation got an A; it had the strongest evidence supporting its use. Music therapy, yoga, and massage received a B grade. […]

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“EP232: Why the Right KPIs Are Vital to Improve Patient/Customer Experience, With Jon Skinner From The Verde Group”
by Stacey Richter

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It is pretty much inarguable that happy customers are a prerequisite for business success. And that’s true in health care as much as it’s true in every other industry—although in health care, sometimes the customer is also called a patient. Provider organizations like Cleveland Clinic are really walking the walk when it comes to creating […]

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“EP231: Pharmaceutical Contracting, PBMs, Pharmacies, Employers, and the HHS Rebate Proposal: What You Need to Know Now, With AJ Loiacono, CEO of Capital Rx”
by Stacey Richter

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Will the Health and Human Services (HHS) proposal materially impact Pharma’s ability to “pay to play” on pharmacy benefit manager (PBM) formularies? We have that HHS proposal that is now at the stage where they’re trying to figure out how to implement it. What’s at stake right now is that implementation flowchart and who exactly […]

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“EP230: The Best Way to Improve Patient Outcomes and Satisfaction and Reduce Burnout, With John Lynn, Founder of Healthcare Scene, EXPO.health, and HITMC”
by Stacey Richter

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Today I’m talking with John Lynn, founder of Healthcare Scene as well as two conferences, EXPO.health and HITMC. If I was going to frame out an overarching theme, I would suggest that it is this: Organizational culture eats strategy for breakfast, lunch, and dinner. Let’s consider the scope of this statement: Ambulatory patients spend about […]

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“EP229: One Core Skill All Successful Start-up Teams Possess, With Alex Fair, Managing Partner at MedStartr Ventures and CEO of MedStartr”
by Stacey Richter

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No one denies that it’s a tough world out there for health start-ups. Finding a customer is tough, financial models are tough to figure out, operationalizing is tough. But the same is true for those other health care stakeholders attempting to purchase and implement the innovations start-ups are creating. Here’s another unassailable truth: Everything is […]

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“INBW22: A Very Practical Opioid Alternatives Program for Employers”
by Stacey Richter

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Let’s talk about the opioid crisis for a moment. When we say the words “opioids crisis,” as a general broad stroke, many people immediately picture somebody who lives under a bridge. But that actually wouldn’t be your average profile of someone with a substance misuse/opioid problem. The average profile of someone with an opioid/substance misuse […]

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“EP228: How to Figure Out What Patients Really Want, With Julie Rish, PhD, From the Cleveland Clinic”
by Stacey Richter

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There’s a great video of Steve Jobs responding to an audience question that is, at a minimum, let’s just say strident. Jobs kind of ignores the aggressive nature of the query and offers a thoughtful response which is super relevant to health care. He says, “One of the things I’ve always found is that you’ve […]

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“EP227: What Should Pharma Be Doing Right Now About the HHS Proposal to Effectively Curtail PBM Rebates?, With Kuo Tong, Managing Director at Navigant”
by Stacey Richter

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If you don’t know the nuts and bolts of the current Health and Human Services (HHS) proposal to nix Pharma’s ability to pay pharmacy benefit manager (PBM) rebates, then it’s possible you might want to listen to EP216 with Chris Sloan first. In this episode, we don’t talk much about the impact of the HHS […]

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