Implications: Like any business, there’s more to operational change that simply reorganizing a flowchart. When companies introduce “efficiencies,” it is important to mitigate the frustration likely to be felt by customers (patients). When new, favorable features are introduced, the company cannot take for granted their customers will notice.
If you are a stakeholder in a health care organization, how are you communicating the changes that are either underway, or likely inevitable, as the category moves toward a more cost- and profit-oriented future? What kinds of messaging might weave you more deeply into the fabric of the community you serve? For those changes that might be less well received, how can you placate a consumer that might not be all that enthusiastic about the changes you are making?