Episode Overview:

In this episode of Value-Based Care Insights, Daniel J. Marino sits down with Todd Nelson, Chief Partnership Executive at the Healthcare Financial Management Association (HFMA), to discuss how providers continue to redefine care through the consumerism model. The current climate has prompted consumers of all ages to expect a 24/7 health care experience that’s digital and convenient. The pandemic has required health care systems to pivot, accelerating the advancement of telehealth and leaving providers with the question of how to build contactless relationships with patients and still be able to meet them where they are.


Daniel J. Marino
Daniel J. Marino, Managing Partner, Lumina Health Partners


Todd Nelson, Chief Partnership Executive, HFMA
Todd Nelson, Chief Partnership Executive, HFMA

Episode Discussion Areas:

1. Convenience-based access to service is growing in popularity due to COVID-19.

    1. Telehealth creates a convenience-based expectation for patients.
    2. Primary care physicians have had to adapt to that. And many other organizations have come into the fold, leveraging convenience-based primary care.

2. How can providers continue to build trust with patients?

    1. Providers are focusing on rebuilding trust with patients. Early on, particularly after elective surgery started to come back, we saw that some patients were a little reluctant to come to the hospital.
    2. Patients wanted to know they were going to be safe. They also wanted to ensure the services they were going to receive would support safety.
    3. Providers must build access models on that trust — patients must have a good experience with providers.

3. The consumerism model and digital transformation will remain a significant focus for health care leaders.

    1. The concept of the good experience will start to become more prominent as we move past COVID.
    2. Providers will start to redefine how they’re going to provide and deliver care to patients.
    3. Healthcare will expand the digital connection with consumers utilizing advanced technologies.
    4. Consumer experience is built around getting answers as quickly and as efficiently as possible. Patient care must be provided in a way that offers not only good quality, but also provides financial support (in terms of understanding what their obligations are going to be and not overburdening the patient).
  1. Quote - Todd Nelson

7 Key Takeaways: Redefining Patient Care Through Consumerism

  1. The access models for taking care of patients have evolved.
    1. Telehealth has become a convenience-based access to service, particularly for primary care. Providers must rebuild patient trust and deliver a good experience.
  2. Health care is moving toward convenience and digital health.
    1. Telehealth was easy and helped people feel safe, so patients are ready for a consumer-based, shoppable health care experience. The pandemic accelerated telehealth and emphasized the consumer focus, like immediate access to care, records, and costs.
  3. Providers must simplify the billing experience.
    1. Ensure the billing experience is at the same level as clinical care. Financials are often the biggest challenge for patients because they don’t understand their bill.
  4. Organizations struggle with improving the financial experience.
    1. Leaders must balance regulatory requirements with human requirements. COVID has exposed the business side of health care, and patients want price transparency.
  5. How can leaders develop the “consumer as a model” approach?
    1. Consumer-facing revenue-related resources on www.hfma.org — like the Consumerism Maturity Model, the Healthcare Dollars and Sense initiative, and online assessments — can help organizations assess where they are and move forward.
  6. How can leaders measure their improvement?
    1. Leaders should take their assessment scores and review the metrics around denial management and other areas to see where they stand and where they want to be. Look for ways to streamline the process to make it more patient-focused.
  7. How can providers keep patients connected to health systems?
    1. Providers must focus on patients’ clinical needs, deliver high-quality, convenience-based care, and stay competitive.
    2. There’s a financial drive for payers to connect with patients on new levels.

Resources mentioned:

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About Value-Based Care Insights Podcast

Value-Based Care Insights is a podcast that explores how to optimize the performance of programs to meet the demands of an increasing value-based care payment environment. Hosted by Daniel J. Marino, the VBCI podcast highlights recognized experts in the field and within Lumina Health Partners.

Daniel J. Marino

Podcast episode by Daniel J. Marino

Daniel specializes in shaping strategic initiatives for health care organizations and senior health care leaders in key areas that include population health management, clinical integration, physician alignment, and health information technology.