Importance of Cybersecurity: Understanding Preventive “Medicine” to Maintain Cyber Health

Importance of Cybersecurity: Understanding Preventive “Medicine” to Maintain Cyber Health

Believe it or not, information security professionals could learn some lessons from the health and wellness industry. The practice of preventative care can and should be transferred to the information security profession. According to the American College of Preventive Medicine, preventive medicine is defined as “a practice by all physicians to keep their patients healthy“.…

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Five things healthcare companies should look for in a managed services provider

Five things healthcare companies should look for in a managed services provider

As technology continues to transform the healthcare industry, firms that deliver health services, along with healthcare providers, are looking to invest their technology dollars in areas that can have the greatest positive impact on their customers.  When budget time rolls around, decisions need to be made about investing in new innovations versus keeping the lights on.…

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Isolating the Cardholder Data Environment with Network Segmentation

Isolating the Cardholder Data Environment with Network Segmentation

In a recent post, we discussed many of the challenges with attesting to PCI DSS compliance, including a description of some of the factors that are often overlooked when defining the cardholder data environment (CDE). See “Common Misconceptions around the Payment Card Industry Data Security Standard (PCI DSS)” from our recent series of blogs on PCI DSS-related topics for more information. …

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Integration Considerations during M&A Execution for Hospitals and Health Systems

Integration Considerations during M&A Execution for Hospitals and Health Systems

Those who follow the healthcare industry are undoubtedly familiar with the wave of consolidation that has been driven by the passage of the Affordable Care Act and the broader shift in market dynamics in recent years. For hospitals and health systems, pursuing a merger or acquisition can bring operating efficiencies, greater negotiating power due to expanded geographic presence or patient...

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What does Population Health Management mean for Providers?

What does Population Health Management mean for Providers?

There are many definitions of Population Health Management (PHM) today, but from a practitioner’s point of view, we adopt the following definition: A set of clinical, non-clinical and business processes, capabilities and technology to engage providers and patients towards creating a strong partnership to reduce overall cost of healthcare and improve health outcomes for a defined...

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10 Ways to Improve Your Next CX Survey

10 Ways to Improve Your Next CX Survey

Surveying has been around a long time. Before we had web analytics, social media, or data warehouses, we had surveys. With today’s technology, brands can be connected to their customers like never before. Yet despite this world-shaking shift into the digital age, for many customer experience practitioners (us included, we fully admit!), surveying still remains a favorite method of data...

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Healthcare Facility Design to Enable Better Patient Care

Healthcare Facility Design to Enable Better Patient Care

Recently, I completed my Fisher Global Service Fellowship as an American Red Cross volunteer placed within the Central Ohio VA Ambulatory Care Center. Based on the growing challenges mental/behavioral healthcare poses for the VA, the VA has started a new focus on team oriented care. This model, the Behavioral Health Interdisciplinary Program (BHIP), brings together a team of Psychiatrists...

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Spatial Access Stratification: A New Dimension in Population Health

With the healthcare landscape changing from fee-for-service to fee-for-value models, healthcare provider systems (hospitals, clinics, independent physician associations, etc.) are now more than ever under pressure to effectively manage the health and cost outcomes of their given populations. Under such models, providers are not only providing healthcare service to the patients, but also...

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Role of Identity Management – Removing the Friction

With what seems like a daily stream of news related to data breaches these days, why is identity and access management (IAM) still: Not moved to the top of every CIO/CTO roadmap Only talked about as just the management of an identity and not also the governance of that identity Not a standard swim lane with every project that requires any type of authentication to any service (on-premises or...

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Decrease Customer Effort to Improve Member Acquisition in the Dental Insurance Industry

Ever felt that you were putting too much effort into figuring out how to complete a task on a company’s public website? Well – you are not alone! West Monroe Partners recently conducted Customer Effort Index (CEI) scoring for the dental insurance industry. This CEI scoring benchmark allows companies to see how much effort is required to complete certain tasks through various touchpoints...

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Using Knowledge Management in Your Contact Center

Contact centers traditionally hold a reputation for being an organization’s “catch all,” receiving customer contacts that range from inquiries to requests to complaints.  Contact centers receive not only all types of customer contacts but must also support all departments within an organization, from product, to marketing, to logistics to billing. The wide variety of contacts and the...

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Healthcare is Learning from Other Industries (While Tackling Problems Uniquely Its Own)

The final blog in our series serves to summarize the ways in which healthcare can learn from the best practices / innovations of other industries, address unique trends in healthcare, and define their broader impact on the industry. Our previous blogs describe how healthcare, a system often characterized as broken, expensive, and over-regulated, can improve by looking towards other...

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222 W. Adams
Chicago, IL 60606
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