The Backstory

208. From Serving Frozen Yogurt to National Health System CEO, with Marty Bonick

Wed, 25 Mar 2026 10:00:00 -0000

Marty Bonick is about as well-known a name as you’ll find when it comes to the National – and Nashville – healthcare scene. Bonick is President and CEO of Ardent Health, which operates 30 hospitals and more than 280 care sites across mid-sized urban markets nationwide, while employing over 24,000 team members. In this conversation, Bonick and Anne Hancock Toomey talk about his time growing up on Chicago’s South Side with a construction-worker father and nurse mother, his shift from pre-med to healthcare administration, and learning the industry through an administrative fellowship at Hillcrest in Tulsa. He describes mentors who shaped his patient-first approach, early leadership lessons from serving frozen yogurt and prepping pizzas, and being thrust into a first CEO role at 32. He also recounts the moment when, watching the movie Twister on VHS, he got a call asking if he’d be interested in moving to Oklahoma. Yes, really.

2:13 From Chicago to Healthcare
4:40 Handy Skills and First Jobs
7:07 Mentors and Work Ethic
9:52 Hillcrest Fellowship to COO
13:04 Becoming CEO at 32
16:41 Three Leadership Rules
18:47 Starting Over in Louisville
22:25 Measuring What Matters
26:26 Taking The Career Fork
30:45 Fired
34:20 Traits of Great Leaders
36:41 Lightning Round

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207. From Clinical Dietician to CEO of Allina Health, with Lisa Shannon

Wed, 07 Jan 2026 10:00:00 -0000

In Season 2, Episode 7, Anne Hancock Toomey sits down with Lisa Shannon, CEO of Allina Health, to discuss her impressive trajectory from a rural community in Ohio to leading a health system with 12 hospitals and dozens of clinics across Minnesota and Wisconsin. Shannon began her career as a hospital-based dietician, growing and evolving to become a highly respected executive and leader. That success came from the early influence of her grandmother, along with, of course, mentors and leaders along the way. Shannon talks about a devastating medical error that affected her family early in her life. Indeed, one of Shannon’s priorities throughout her leadership career has been the pursuit of zero safety events, which includes creating a culture where anyone and everyone is empowered to speak up.

She also offers insights into balancing work and family and emphasizes the significance of listening to one's instincts in making career choices.

2:02 Early Life and Influences
4:42 First Jobs and Early Career
7:50 College and Career Path
15:36 Leadership Journey and Mentorship
16:58 Patient Safety and Cultural Change
21:38 Career Highlights and Challenges
30:59 Leadership Insights from the Role of CEO
35:04 Balancing Career and Family
39:43 Lightning Round and Closing Thoughts

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206. From Dairy Farmer to Intermountain Health CEO, with Rob Allen

Wed, 17 Dec 2025 10:00:00 -0000

Rob Allen is CEO of Intermountain Health, one of the nation's largest and most innovative health systems. In this episode, host Anne Hancock Toomey talks with allen Allen about his journey from growing up on a dairy farm in Wyoming to becoming a healthcare CEO at the age of 28. And if you're thinking you've heard the farm-to-CEO story before, you'd be right. Several of Anne's Backstory guests come from a similar background and here, they discuss parts of that life that may point people to careers in executive leadership.

Beyond that, Allen discusses the valuable lessons learned from his rural upbringing, the various roles he undertook in healthcare from nursing homes to hospitals, and his commitment to servant leadership. He delves into his early career challenges, including turnarounds of financially struggling hospitals, the significance of a people-first mindset, and the necessity of addressing the correct problems in leadership.

As he recounts his progression through different roles at Intermountain Health, Rob emphasizes the importance of transparency, hope, and engaging employees to achieve organizational success. He also opens up about balancing his demanding career with family life and offers advice for aspiring leaders. The conversation highlights Rob's visionary approach in simplifying healthcare and expanding proactive care, and the importance of authenticity, purpose, and compassion in leadership.

2:24 Early Life on the Farm
6:35 Influential Figures
8:38 College Years and Career Beginnings
11:40 Transition to Healthcare Administration & Leadership Challenges
17:28 Turnaround Success Stories
21:01 Career Moves and New Opportunities
22:14 Returning to Intermountain Health
24:37 Building a Hospital in Park City
33:05 Balancing Family and Career
35:27 Lightning Round

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205. From Bike Mechanic to Oura CEO, with Tom Hale

Wed, 26 Nov 2025 10:00:00 -0000

Tom Hale is the CEO of health tech company Oura. Producing one of the most prominent wearables out there (The Oura Ring), Oura is working to improve health and wellness through sustainable behavior change. In this episode, Hale and host Anne Hancock Toomey discuss his journey from working as a bike mechanic in Reno, Nevada, to a career spanning some of the most notable tech companies of the past 20+ years: Macromedia, Adobe, Linden Lab (creator of Second Life), HomeAway, and SurveyMonkey. He discusses the transformative impact of Oura's smart ring on his personal health, as well as his professional mission to shift healthcare towards preventative care through technology and AI. Hale also reflects on the lessons learned from his diverse career, emphasizing the importance of human-centric leadership, accountability, and ambition. The conversation offers valuable insights into the future of health tech and the power of mission-driven companies.

3:18 Early Life and Influences
7:31 First Jobs and Formative Experiences
10:11 Career Beginnings and Influences
13:27 Macromedia and Adobe: Lessons in Leadership
18:27 Linden Labs and the Early Metaverse
21:33 Joining HomeAway: The Birth of Vacation Rentals
25:24 Lessons from SurveyMonkey and the Importance of Brand
27:18 Joining Oura
32:37 The Vision for Oura and Healthcare Transformation
34:33 Leadership Insights and Lightning Round

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204. From NFL Center to Tech CEO, with Chris Spencer

Wed, 12 Nov 2025 10:00:00 -0000

Chris Spencer is a tech entrepreneur and founder of TeamQ, who today is using his decade playing in the NFL as a foundation for helping athletes across the country maximize their potential on the field and in life. In this episode, Spencer and Anne Hancock Toomey discuss his background growing up in Bentonia, Mississippi, transitioning from farm life to football. He wasn't just a football player, though. Spencer had an impressive career at Ole Miss and, following a conversation with Archie Manning, entered the draft...where he was picked in the first round (unheard of for a center) and ended up snapping the ball on the play that instantly became known as BeastQuake.

Here, Spencer shares insights into his dyslexia diagnosis and how football became both a crutch and a tool for his personal development. He digs into the lessons he learned and the needs he observed while playing that led him to his post-NFL career founding TeamQ, a performance intelligence platform aimed at empowering athletes beyond the game. The conversation covers Spencer’s leadership philosophies, the importance of relationships, and AI. Plus, the joy of driving tractors on the farm.

2:02 Early Life and Family
7:33 College Football Journey
13:32 Realizing NFL Potential
17:30 NFL Career Highlights
19:35 Leadership On and Off the Field
20:53 Transitioning from NFL to Life After
25:07 From Physiology to Technology
35:07 Balancing Family and Entrepreneurship
38:06 Leadership Insights
39:40 Lightning Round

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203. From Seafood Clerk to CEO of Top Veterinary Network, with Chris Bishop

Wed, 29 Oct 2025 09:00:00 -0000

This week, Anne interviews Chris Bishop about his multifaceted career in healthcare and his transition to leading in the animal health sector as CEO of Veterinary Innovative Partners (VIP). Bishop shares his journey from growing up in Tennessee, working the seafood counter, playing college basketball, working in myriad roles within healthcare and navigating the complexities of corporate leadership. He reframes "sales" as influencing behavior, discusses the importance of mentorship and highlights pivotal moments that shaped his leadership style. He also reflects on the impact of faith and the value of creating a culture of ownership within an organization. As always, stick around for the lightning round.

2:44 - Growing Up in Tennessee
7:59 - College and Career Aspirations
9:12 - Entering the Healthcare Industry
16:05 - Leading Regent Surgical Partners
22:24 - Transition to Veterinary Healthcare
24:53 - The Pet Boom and Its Implications
27:58 - Leadership Lessons and Personal Growth
30:53 - Balancing Family and Career
33:39 - The Role of Faith in Leadership
34:57 - Qualities of Effective Leaders
37:49 - Lightning Round: Quick Insights

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202. From Camp Counselor to Elite Athlete, Author and Entrepreneur, with Jennifer Pharr Davis

Wed, 15 Oct 2025 09:00:00 -0000

From sleepaway camp to the Appalachian Trail, Jennifer Pharr Davis’s story is one of curiosity, courage and...camp. Her early desire to "keep up" rapidly transformed into a relentless drive to find her own limits, leading her to achievements few can even imagine. In this episode, Anne Hancock Toomey sits down with the former National Geographic Adventurer of the Year to talk about how lessons from the trail have shaped her life as an athlete, business owner, and leader.

Jennifer’s path began in the mountains of North Carolina and led her to set the fastest known time on the Appalachian Trail—averaging 47 miles a day over 2,200 miles—and to create the Blue Ridge Hiking Company, inspiring thousands to connect with the outdoors. Along the way, she’s learned about resilience, risk-taking, and redefining leadership through self-awareness, faith, and the power of nature.

“If you never fail,” her camp director told her, “you haven’t set your goals high enough.”

Highlights:

2:46 – Growing Up in the North Carolina Mountains
4:18 – Lessons from Summer Camp
8:30 – First Job & Early Leadership
11:00 – First Appalachian Trail Thru-Hike
15:00 – First ‘Real Job’ & the Call of the Trail
18:00 – Founding Blue Ridge Hiking Company
22:00 – Lessons in Leadership & Longevity
23:30 – Back to the AT
31:00 – Endurance, Adversity & Teamwork
35:00 – Breaking the Record
36:00 – Advocacy & the Next Chapter
38:30 – Family, Faith & Work-Life Balance
41:00 – Leadership Lessons from the Trail
43:30 – Lightning Round

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201. From Burnt-Out Young Lawyer to Healthcare Media Mogul, with Scott Becker

Wed, 01 Oct 2025 09:00:00 -0000

In the first episode of Season Two, Anne Hancock Toomey sits down with Scott Becker.

Becker’s name is synonymous with healthcare media and can’t miss industry conferences. The Becker’s brand is now an empire, covering every facet of the industry. And the energetic man behind the brand is a respected healthcare lawyer whose real purpose and passion is connecting people and ideas.

Anne has known Scott for years. Yet in this conversation, they cover new ground about his life’s journey and ongoing aspirations. They talk about all the advice he didn’t get. About his mentoring of a young Barack Obama. And even about the lesson he once learned about yelling in the office.

02:16 Building Becker's Healthcare
05:11 Family and Upbringing
08:11 Law School, Early Legal Career and Leadership
18:30 Launching the ASC Newsletter
19:56 Interviewing Fascinating Personalities
23:00 Learning from Celebrity Interactions
27:36 Developing Leaders and Building Teams
30:20 Lessons from Mistakes and Life Experiences
32:17 Staying Active and Avoiding Regrets
33:16 Characteristics of Effective Leaders
34:32 Lightning Round

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Welcome to Season 2 of The Backstory

Wed, 24 Sep 2025 10:00:00 -0000

Ever wonder what makes great leaders tick? Well then welcome to season two of the Backstory, where each conversation is a case study in authentic leadership. Throughout her career in healthcare consulting, Anne Hancock Toomey has encountered some truly impressive leaders. Here, she sits down with them, digging into their journeys, who they are and how they lead.

The backstory is about humanizing respected leaders who are visionary, sharp, self-aware, and fiercely committed, who lift others up, own their mistakes, and share credit freely. They're not perfect, but they are genuine, and that's where greatness lives. Last season, we featured executives from top healthcare organizations across the nation, plus some investors, entrepreneurs, and thought leaders.

This time we're looking at healthcare and beyond. We'll kick it off with media mogul Scott Becker. Other episodes will feature a sports hero, a Guinness World record holder, the CEO of the fastest selling consumer wearable company, among others.

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18. From Hardware Store to Healthcare Entrepreneur, with Kenny Hancock

Wed, 16 Apr 2025 09:20:00 -0000

In the capstone episode of Season One, Anne Hancock Toomey interviews healthcare entrepreneur and...her dad! Kenny Hancock is CEO of Lync Health Partners. Hancock shares his journey from working his family's small-town hardware store in Kentucky to a successful career as a serial entrepreneur in healthcare. He talks about how early setbacks in a high-pressure sales role motivated him to keep pushing and succeed, setting him up for a professional lifetime of finding ways to solve big challenges. Hancock reviews the highs and lows founding and leading companies like OrthoLink, Surgical Alliance, Meridian, and Lync Health Partners. He emphasizes the importance of relationships, authenticity, and risk-taking. Anne and Kenny also delve into the personal and familial dimensions of their journey, offering valuable insights into leadership and life lessons.

1:36 Family Values and Lessons
6:02 Growing Up in Russellville, KY
15:24 Transition to Healthcare and challenges in medical device sales
19:54 Moving to Nashville and New Ventures
21:16 A Life-Changing Decision
28:30 The Formation of Lync Health Partners
30:15 Reflecting on Mistakes and Accomplishments
32:58 Leadership Insights and Personal Reflections
35:51 Lightning Round and Closing Thoughts

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17. From Basketball Coach to Physician Executive, with Dr. David Miller

Wed, 19 Mar 2025 09:00:00 -0000

In this episode of The Backstory, host Anne Hancock Toomey interviews Dr. David Miller, President of University of Michigan Health and incoming Executive Vice President for Medical Affairs of University of Michigan and CEO of Michigan Medicine . Dr. Miller shares insights from his career as a urologic cancer surgeon and member of the leadership team at a large academic health system. He discusses his Michigan roots, the influence of his parents, and and the surprising role the CEO of Dow had on his journey from practicing medicine to taking on significant administrative roles. The conversation delves into his leadership philosophy, which emphasizes honesty, humility, visibility and enthusiasm. Dr. Miller also talks about balancing his clinical practice with his executive responsibilities. As a physician and executive, he is well-placed to talk about the importance of earning and maintaining trust from colleagues, team members and the public.

2:05 Early Life and Influences
4:46 First Job and Lessons Learned
8:25 College and Medical School Journey
9:31 Choosing Urology and Career Path
13:50 Transition to Administration
17:30 Balancing Clinical Practice and Leadership
19:43 Upcoming Role as CEO
22:36 Addressing Trust in Healthcare
27:19 Family and Personal Life
30:04 Leadership Insights and Advice
34:43 Lightning Round and Closing Remarks

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16. From Post-War Microlending to Healthcare Private Equity, with Ram Jagannath

Wed, 26 Feb 2025 17:15:00 -0000

In this episode of The Backstory, host Anne Hancock Toomey sits down with the Global Head of Healthcare for Blackstone, Ram Jagannath, to trace the path that led him from a childhood as a first-generation American to the upper echelons of finance and healthcare investing.

Jagannath shares how his formative years shaped his perspective, weaving through early influences, first jobs, and pivotal experiences—none more striking than his time working in a Croatian refugee camp with Bosnians displaced by the war.

From navigating Wall Street to surviving the stock market crash and exploring a career in private equity, Jagannath unpacks lessons on why intellectual curiosity and purpose matter as much as strategy. And in a fast-paced lightning round, he gets personal – family, golf and a little love for Taylor Swift.

4:20 First Jobs and Early Lessons
11:44 College Years and Discovering Fulfillment
13:28 Life-Changing Experience in Croatia
20:09 Transition to Finance and Wall Street
22:42 Discovering Private Equity
25:10 Journey into Healthcare Investing
30:29 Founding a New Firm and Personal Loss
34:52 Leadership Qualities and Values
39:14 Lightning Round: Personal Insights

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15. From Passing out in Biology Class to Health System CEO, with Ric Ransom

Wed, 05 Feb 2025 10:00:00 -0000

In this episode of The Backstory, Anne Hancock Toomey sits down with Ric Ransom, CEO of University of Missouri Health Care, for a conversation that covers everything from comic books to crisis leadership. Ric’s journey started in Birmingham, Alabama, in a home filled with big personalities and even bigger aspirations. He carved out a career that spanned law and healthcare administration, helping guide major health systems like Baylor Health System (now Baylor Scott & White Health), Prisma Health and UW Health along the way.

Known for his ability to build strong teams and steer through uncertainty, Ransom unpacks lessons on resilience, communications and the influence of formative leaders – starting with his own father. Plus, he shares his approach to staying sharp (spoiler: it involves exercise and a good graphic novel).

Come for the conversation about his first job as a telemarketer, stay for the lightning round where Ransom talks about his introverted side, his go-to stress relievers and what’s on his reading list.

02:15 Early Life, First Jobs and Leadership Influences
09:21 Journey Through Education and Career Beginnings
11:27 Transition to Healthcare Administration
17:13 Leadership Philosophy and Crisis Management
20:54 Challenges and Surprises as a CEO
23:49 Learning from Mistakes
29:07 Staying Healthy and Hobbies
30:07 Effective Leadership Traits
35:55 Lightning Round

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14. From Kiwifruit Farming to Academic Medicine CEO, with Wendy Horton

Wed, 22 Jan 2025 10:00:00 -0000

In this episode, Anne Hancock Toomey sits down with Wendy Horton, CEO of UVA Health University Medical Center, to delve into her impressive career in academic medicine. Horton, known for her problem-solving skills and steady hand in a crisis, shares her journey from growing up in a rough neighborhood in Southern California to her childhood picking kiwi on an uncle’s farm to her leadership roles at major institutions like UW Health and The Ohio State University. She discusses formative influences, including her grandfather and a high school teacher, her early experiences as a pharmacist, and the transitions that led her from clinical practice to leadership in academic medicine. Horton also touches on the challenges and rewards of her current role, the importance of community and teamwork, and tips for effective leadership.

01:09 Pickleball Adventures and Injuries
02:16 Wendy's Career in Academic Medicine
03:07 Early Life and Family Background
06:20 First Jobs and Early Influences
14:22 Transition to Leadership Roles
15:47 UW Health and Building a New Hospital
20:33 Move to Ohio State and Leadership Lessons
24:45 Joining UVA Health During the Pandemic
28:42 Reflections on Career and Leadership
30:32 Family Life and Balancing Priorities
36:07 Lightning Round and Final Thoughts

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Bonus: 13 Leaders, One Big Question

Wed, 08 Jan 2025 10:00:00 -0000

We're doing something a little different this week on The Backstory. We're two-thirds of the way through this series and has talked to 13 incredible leaders. So, we wanted to take a moment for host Anne Hancock Toomey to reflect on one of the questions that she asks each guest. That is, "What are the three characteristics of the most effective leaders?"

Every one of the leaders interviewed has a unique story. At the same time, they have certain things in common. They are successful because of who they are and how they lead. And so the hope in asking this question, which always comes near the end of the conversations, is to get at those ingredients to their secret sauce. The question isn't "What makes you successful?" It's pointed away from the guest and towards successful leaders in general. But interestingly, to a person, all 13 ended up describing how they've learned to lead.

The guests are:

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13. From Peace Corps to Healthcare Industry Change Agent, with Ken Graboys

Wed, 18 Dec 2024 10:00:00 -0000

From rural Rhode Island to founding and leading one of the country’s top consultancies and one of healthcare’s most respected organizations, Ken Graboys’ story is anything but ordinary.

In this episode of The Backstory podcast, host Anne Hancock Toomey sits down with Graboys, CEO of Chartis (Jarrard Inc.’s parent company), to discuss moments that shaped his journey. From selling seeds door-to-door, to adventures in Alaska and the Peace Corps to founding Chartis, Graboys shares how early life experiences and a heart-centered approach to business laid the foundation for lasting success.

The conversation explores his leadership philosophy, the role of mentorship and the values that guide him—authenticity, generosity and a relentless focus on making healthcare better. Plus, Graboys gets personal, reflecting on balancing family and career, learning from mistakes and the power of gratitude.

01:29 Intro and Connection Between Chartis, Jarrard
03:50 Graboys' Early Life and Formative Jobs
12:28 Leadership Lessons from the Peace Corps
21:52 Founding Chartis and the Turning Point
24:43 Overcoming Challenges and Defining Success
28:03 Balancing Family, Work, and Growth
39:35 Lightning Round: Quickfire Reflections

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12. From Life Flight Nurse to the Healthcare C-Suite, with Tim Johnsen

Wed, 04 Dec 2024 10:00:00 -0000

Anne Hancock Toomey dives deep into the inspiring journey of Tim Johnsen, a seasoned healthcare leader and current SVP & COO of Presbyterian Healthcare Services. Tim’s story takes us from his early days as a guitar instructor in St. Louis to a transformative career in healthcare leadership. Along the way, he shares personal anecdotes, like how his father’s sudden passing shaped his career choice and his frontline experiences as a critical care and flight nurse.

This episode explores pivotal moments, including Tim’s transition to administrative leadership, his approach to balancing personal and professional priorities and the lessons learned from successes and setbacks – like handling a radioactive incident. Johnsen also reflects on building strong teams, navigating leadership in rural vs. urban settings and maintaining well-being in a demanding career. Stick around for the lightning round, where Tim shares quick takes on leadership, growth and life outside the office.

03:07 Early Life and Influences
09:56 A Pivotal Moment: Choosing Healthcare
17:27 Transition to Administrative Leadership
22:50 Balancing Leadership in Rural and Urban Areas
27:58 Building Strong Teams and Lifelong Connections
29:12 Learning from Mistakes: A Radioactive Incident
34:20 Effective Leadership Traits
36:02 Areas for Improvement in Leadership
37:42 Lightning Round: Quickfire Questions

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11. From Journalist to Foremost Healthcare Communications Guru, with David Jarrard

Wed, 13 Nov 2024 10:00:00 -0000

In this episode, Anne Hancock Toomey chats with her longtime colleague and co-founder David Jarrard, a former journalist, public affairs counselor and founding CEO, now serving as executive chairman of Jarrard Inc. David shares his unique journey from growing up in East Tennessee and working the police and theater beats as a reporter to becoming one of the most influential communications leaders in the healthcare industry. He delves into his early career in journalism, lessons learned from leaders and his parents and how these experiences shaped his visionary leadership style. David reflects on the importance of an integrated life, his passion for team synergy and the need to have balance between humility and confidence for effective leadership. The conversation concludes with a lightning round, offering personal insights and a glimpse into David's life outside of work.

02:44 Early Life and Influences in East Tennessee
05:11 Lessons from Journalism and Early Career
07:10 Transition to Corporate Communications
16:57 Reflections on Career Choices and Leadership
23:26 Founding Jarrard, Phillips, Cate and Hancock
26:03 The Importance of Relationships and Team Chemistry
28:11 Leadership Philosophy and Values
31:44 Balancing Work and Personal Life
35:52 Recognizing and Addressing Weaknesses
37:22 Healthy Habits for Effective Leadership
38:56 Lightning Round: Personal Insights
42:25 Final Thoughts on Leadership

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10. From the Broadcast Booth to Duke Health HR Leader, with Rhonda Brandon

Wed, 23 Oct 2024 09:00:00 -0000

In this week’s episode, Anne Hancock Toomey chats with Rhonda Brandon, the dynamic Chief Human Resources Officer at Duke University Health System. Rhonda’s unconventional and remarkable journey takes us from her roots in Richmond, Virginia, through pivotal roles at IBM, Nike and Colonial Pipeline, to her transformative work at Duke Health. With humor and heart, Rhonda reveals how faith, family and fierce determination shaped her career, highlighting key moments such as a game-changing revelation at IBM, balancing burnout at Nike and navigating change management at Duke University Health System. Through personal anecdotes, Rhonda emphasizes authenticity and the necessity of nurturing one’s spirit. The episode concludes with a fun lightning round, providing a glimpse into her personal quirks and inspirations.

Tune in for laughs, leadership lessons and a lot of heart!

03:44 Lessons from Parents and Early Career
06:04 First Job Experiences
09:40 Defining Moments at IBM
13:19 Career at Nike and Burnout
18:26 Joining Colonial Pipeline
21:29 Transition to Healthcare
25:28 Building a Cohort and Embracing Change Management
27:15 Key Principles of Change Management
29:13 The Call from Duke and Defining the Job
36:16 Family, Faith, and Personal Reflections
44:17 Lightning Round: Fun and Personal Insights

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09. From Tossing Dough to Leader of Leaders, with Michael Wiechart

Wed, 09 Oct 2024 09:00:00 -0000

In this power-packed episode of The Backstory, Michael Wiechart, President of TEAMHealth, opens up about his journey from small-town Ohio to becoming a healthcare leadership powerhouse. Mike’s story is anything but ordinary – from almost becoming a priest to working at – and quickly getting fired from – a family-owned pizza joint before taking the fast track to healthcare.

By just 26 years old, Mike was already a CFO, navigating the complexities of major healthcare systems like Lifepoint Health and overcoming the tough moments of two CEO losses. Tune in to hear about his authentic leadership approach, lessons that shaped his career and his personal favorites – from influential books to memorable experiences.

02:25 Early Career and Influences
03:59 First Job and Professional Growth
09:03 Transition to Healthcare Leadership
14:30 Challenges and Tragedies at LifePoint
18:56 Joining Team Health
21:00 Reflections and Accomplishments
22:09 The Unforeseen Crisis
24:49 Reflecting on Mistakes
28:21 The Role of Faith in Leadership
30:15 Balancing Career and Personal Life
33:30 Leadership Qualities and Challenges
37:37 Lightning Round

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08. From Private to Public to Non-Profit Visionary, With Van Ton-Quinlivan

Wed, 25 Sep 2024 09:00:00 -0000

In this episode of The Backstory, Anne Hancock Toomey sits down with Van Ton-Quinlivan, CEO of Futuro Health, for a wide-ranging conversation on workforce development and leadership. Van takes us through her incredible journey, starting with her escape from the Vietnam war and growing up in Hawaii, and into her career that has spanned education, government and healthcare. She highlights the art of building coalitions, the importance of lifelong learning and the power of unlocking doors for others. To top it off, the episode wraps with a fast-paced lightning round, where Van shares personal habits, new projects and sharp advice for future leaders.

01:13 Van's Podcast: Workforce Rx
05:54 Career Beginnings and Mentorship
09:39 Workforce Development at Pacific Gas &Electric
12:52 Public Sector Leadership and Workforce Initiatives
15:57 Founding Futuro Health
18:50 The Highs & Lows of Futuro Health
20:39 Leadership Insights and Personal Reflections
24:27 Family and Work-Life Balance
33:05 Lightning Round

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07. From Appalachian Roots to Rural Healthcare Champion, with Joann Anderson

Wed, 11 Sep 2024 09:00:00 -0000

In episode 7 of the Backstory, host and Jarrard Inc. President Anne Hancock Toomey sits down with Joann Anderson, a 45-year veteran in healthcare leadership and a relentless advocate for rural healthcare. Anderson shares her journey from growing up in forest of rural Kentucky to becoming a bedside nurse. She describes her rapid ascent through the ranks of major healthcare organizations like Humana and HCA, eventually becoming President and CEO of UNC Health Southeastern. Anderson reflects on her roots and the influence of the Frontier Nursing Service, which ignited her passion for healthcare. She discusses key leadership lessons, the importance of resilience, community engagement, and the values instilled in her by her family. These lessons came into play during a devastating fire at her organization’s cancer center and, later, as she guided Southeastern through the COVID-19 pandemic.

The conversation wraps up with a lightning round of personal insights, revealing Anderson's favorite books, athletes, and recent endeavors in the culinary world. Join in for an enriching conversation filled with wisdom on effective leadership and the relentless pursuit of healthcare excellence in rural communities.

02:11 Early Life in Rural Kentucky
05:38 First Job as Switchboard Operator and Early Career Influences
07:41 Lessons in Leadership and Communication
13:03 Rapid Rise in Healthcare Leadership
20:25 Executive Team Decisions
22:04 Relocating for Career Growth
24:44 Proud Achievements and Challenges
29:49 Balancing Family and Career
33:15 Effective Leadership Traits
34:31 Maintaining Personal Well-being
36:17 Lightning Round

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06. From Harvesting Crops to Growing Successful Companies, with Phil Roe

Wed, 28 Aug 2024 09:00:00 -0000

Join host Anne Hancock Toomey as she chats with Phil Roe, esteemed healthcare executive, former CEO and current senior advisor at Martin Ventures. From his humble beginnings on a Texas farm to leading major healthcare organizations like Vanguard Health System, Roe spills the secrets behind his success and his perspectives on effective leadership.

Discover the power of relationship-building, ethical decision-making and impactful leadership qualities, and dive into how a busy healthcare exec balances mission work, personal life, career and family.

Episode Highlights

01:10 Roe’s Early Career
03:59 Upbringing and Family Life
06:01 Lessons from Roe’s Father
07:38 Influential Leaders
09:55 Transition to Healthcare
17:08 Building Vanguard Health System
20:29 Leading Martin Ventures
22:54 Evaluating Healthcare Leaders
24:06 Transitioning to Board Roles
25:09 Proudest Career Accomplishments
27:48 Mission Work and Service
29:59 Leadership Insights and Challenges
35:06 Lightning Round
37:51 Final Thoughts and Advice

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05. From Lifeguard to Chief Physician Executive, with Dr. Shlomit Schaal

Wed, 14 Aug 2024 09:00:00 -0000

This week, host and Jarrard Inc. President Anne Hancock Toomey interviews Shlomit Schaal, MD, PhD, MHCM, of Houston Methodist. Dr. Schaal serves as Executive VP and Chief Physician Executive, Houston Methodist; President and Chief Executive Officer, Houston Methodist Physician Organization; Professor of Clinical Ophthalmology, Houston Methodist Academic Institute; and Professor of Clinical Ophthalmology, Weill Cornell College of Medicine.

Dr. Schaal is an accomplished ophthalmologist, retinal surgeon, researcher and executive, but her life and passions extend far beyond the lab and operating room. In this conversation, we hear about her inspiring journey from growing up as a child in Israel to moving to the United States. She describes how a young leader influenced her life immeasurably and how her trepidation around water turned into a first job as lifeguard and, ultimately, influenced her career.

The conversation dives into her transformative role leading the UMass Chan Medical School Department of Ophthalmology and Visual Sciences (read the case study here), and her current focus on physician well-being at Houston Methodist.

Dr. Schaal also emphasizes the importance of role models, mentorship, and intentional investment in professional development, offering insightful advice for aspiring women leaders in healthcare.

02:35 – Growing up in Israel
05:09 – First job as a lifeguard and early influential leader
08:11 – Journey into Medicine and Ophthalmology
10:56 – Moving to the United States
14:19 – Turning Around UMass Ophthalmology Department
22:56 – Transition to Houston Methodist
25:23 – Focusing on Physician Wellbeing
29:39 – Elevating Women in Healthcare Leadership
34:06 – Balancing Career and Personal Life
36:18 – Characteristics of Effective Leaders
40:05 – Lightning Round and Closing Thoughts

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04. From Patching Divots to Corporate Pivots, with Bill Southwick

Wed, 31 Jul 2024 09:00:00 -0000

Today, host and Jarrard Inc President Anne Hancock Toomey chats with Bill Southwick, the "Physician Whisperer" and a titan in healthcare leadership. Southwick dives into his 25-year journey of turning struggling companies into success stories, highlighting his recent triumph in transforming Querm into QualDerm.

He underscores the power of relationship-building, culture and leadership in driving success. Southwick also shares vibrant anecdotes from his upbringing in Shelter Island, New York, his early days in financial planning and his pivotal shift into healthcare.

Get ready for sharp insights on effective leadership, emotional intelligence and the importance of transparency and trust. Southwick also discusses balancing a high-intensity career with family life, and his dedication to mentoring future leaders. Tune in for an episode packed with actionable takeaways on leadership, resilience and personal growth.

02:41 Early Life
04:12 Lessons from Competitive Golf
05:59 Influential Figures
07:51 Transition to Healthcare
10:10 Building and Transforming Healthcare Companies
13:49 Challenges and Successes at ReDoc
16:09 Return to Physician Practice Management
21:13 Physician Whisperer Reputation
23:26 Proud Moments and Leadership Reflections
24:45 Learning from Mistakes
27:23 Traits of Effective Leaders
32:14 Balancing Work and Life
36:27 Lightning Round
38:03 Final Thoughts on Authentic Leadership

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03. From Front Line Customer Service to Leading Healthcare Strategist, with Sheri Shapiro

Wed, 17 Jul 2024 14:30:56 -0000

Join host Anne Hancock Toomey as she sits down with Sheri Shapiro, Senior Executive Vice President and Chief Strategy Officer of CommonSpirit Health. Shapiro shares her impressive journey from learning customer service and breaking bad news at a dry cleaner, to healthcare consulting to leadership roles at organizations like Trinity Health and CommonSpirit Health. Throughout the conversation, Shapiro comes back to the foundational ideas of authentic leadership, effective communication and empathetic management. She also delves into her experiences outside healthcare, including pharma (Pfizer) and automotive (Ford Motor Company), and the lessons in branding, marketing and consumer-centric thinking learned along the way. Shapiro opens up about balancing a demanding career with family life, offering insight into her personal challenges and triumphs. Oh, and her middle name is Grit. Tune in for an engaging conversation filled with valuable takeaways on leadership and personal growth.

01:26 Meeting Sherry Shapiro

02:14 Shapiro’s Emphasis on Authentic Leadership

03:22 Early Life and Career

04:15 First Job Lessons

05:30 The Power of Grit

06:37 Influential Leaders

08:39 Career Journey: Consulting to Healthcare

17:52 Transition to Trinity Health

21:18 Teamwork and Strategic Planning

22:58 Key Ingredients for Successful Change Management

25:54 Transition to CommonSpirit Health

28:36 Balancing Leadership and Family Life

34:13 Effective Leadership Traits

37:43 Lightning Round and Final Thoughts

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02. From Working Night Shift to Leading a Health System, with Chris Roth

Wed, 03 Jul 2024 09:00:00 -0000

Join host Anne Hancock Toomey, president of Jarrard Inc., as she welcomes Chris Roth, President and CEO of St. Luke's Health System in Idaho, to the podcast. In this engaging conversation, Roth reflects on his 17-year journey at St. Luke's. During his tenure, which encompassed multiple roles, St. Luke’s evolved from a two-hospital operation to an integrated health system with ten hospitals. Roth shares formative experiences, from watching his mother and her nursing school classmates practice injections on oranges, to his early days as a pharmacy technician. He describes key leadership lessons he’s learned along the way, and discusses the importance of culture, psychological safety, and authentic leadership. Roth also opens up about balancing family and professional life, the traits of effective leaders, and the significance of vulnerability in leadership.

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01:13 Overview of Chris Roth's Journey in Healthcare

02:04 Leadership and Authenticity

04:39 Chris Roth's Background and Early Influences

10:21 Joining St. Luke's and Career Progression through the Organization

13:47 Becoming CEO During a Pandemic

16:52 Leadership Philosophy and Challenges

23:38 A Critical Mistake in the Pharmacy

27:40 Creating a Culture of Accountability

29:27 Balancing Family and Career

32:45 Leadership Qualities and Challenges

36:29 Personal Habits and Lightning Round

40:16 Conclusion and Final Thoughts

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01. From Flipping Burgers to Healthcare CEO, with Pete November

Thu, 20 Jun 2024 09:00:00 -0000

Join host Anne Hancock Toomey as she sits down with Pete November, CEO of Ochsner Health, on the inaugural episode of The Backstory podcast. Starting from his early days flipping burgers at Wendy’s, November went through undergrad and law school at the University of Kentucky – where one of his most formative leadership lessons occurred – and began his career as a healthcare attorney specializing in M&A. Moving from private practice to in-house roles, November rose through the ranks to eventually become CEO of Ochsner Health. In this candid conversation, he shares the pivotal moments, influential mentors and personal challenges that shaped his path.

November highlights the importance of authenticity, listening, team building and pursuing the ever-elusive work-life balance. He also dives into the leadership qualities that have guided him, the impact of his career on his family – and his family on his career – and…Saturday lunch.

Tune in for an inspiring episode and don’t forget to follow us on social @jarrardinc!

Episode highlights:

02:02 Intro and Overview

04:20 Origin Story

06:51 First Job

07:41 Education and Early Career

10:01 Transition to Legal Career

14:16 Going from Private Practice to In-House

24:01 Career at Ochsner Health

28:36 Work and Career in the Larger Context of Life

30:51 Effective Leadership and Flaws

33:44 Role of Faith

34:36 Lightning Round

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Coming soon: The Backstory, with Anne Hancock Toomey

Wed, 12 Jun 2024 08:00:00 -0000

Welcome to The Backstory, with Anne Hancock Toomey, president and founding partner of Jarrard Inc. For nearly two decades, Jarrard – one of the nation’s top communications consulting firms for healthcare – has partnered with thousands of leaders across the country who are striving to make healthcare better every day.

But this isn't a podcast about healthcare, or politics or even communications. It's about authentic leadership.

The Backstory is about demystifying respected leaders who've had a lot of success along the way because of the kind of leaders they've chosen to be.

Each person Anne interviews is visionary, of course. They’re smart as hell, and they’re fierce about their business and their mission. They're also humble, kind and create the kind of environments in which people can thrive. They're not perfect. But they are real. And it’s the combination of those two things that makes each one of them great.

In every episode, Anne’s guest digs into who they are, where they come from and what's influenced them to be the person and the leader that they are today.

Which raises the question: Just who are these guests? We won't spill everything, but her first conversations include Pete November, CEO of Ochsner Health; Chris Roth, CEO of St. Luke’s Health System in Idaho and Sheri Shapiro, chief strategy officer of CommonSpirit Health.

Pull up a virtual chair and join us in these intimate, compelling conversations starting later this month. We’ll be dropping episodes on a biweekly basis, so be sure to subscribe in Apple Podcasts or Spotify.

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High Stakes: 019. Creativity and Opportunity in Behavioral Health, with Karin Jeffers

Wed, 01 May 2024 10:00:00 -0000

Karin Jeffers, CEO of Clinical & Support Options (CSO), discusses the founding of CSO in 1955 and the organization's mission to provide mental health services to families across Western Massachusetts. She highlights the evolution of behavioral health care and the progress made in reducing stigma, particularly during the COVID-19 pandemic. Jeffers also discusses the unique challenges and opportunities in Western Massachusetts, including the need for collaboration and recruitment of staff. She emphasizes the importance of integrating behavioral health care and the transition to value-based care. Jeffers shares insights on implementing change, the role of Certified Community Behavioral Health Centers, and the need for closing the gap in salaries and funding between mental health and medical care.

Key Takeaways

Clinical & Support Options (CSO) was founded in 1955 to address the mental health needs of families in Franklin County.
The COVID-19 pandemic has helped reduce stigma around mental health and increased willingness to seek help.
Collaboration and recruitment of staff are ongoing challenges in providing behavioral health care in Western Massachusetts.
Integration of behavioral health care and the transition to value-based care are important for improving outcomes.
Closing the gap in salaries and funding is crucial to recognizing the value of behavioral health care.

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High Stakes: 018. Trust, Finances and Storytelling in Healthcare Private Equity, with Dan Beuerlein and Ellis Metz

Wed, 10 Apr 2024 10:00:00 -0000

Dan Beuerlein is a managing director at Brentwood Capital, where he advises health services companies on M&A and capital raises. While his expertise extends across sectors, he has a particular focus on autism services, women's health and fertility, and outpatient surgery. Here, Beuerlein and Jarrard Vice President Ellis Metz talk about the state of the capital markets today, the work PE and other investors need to do to better tell the story of their work and value in healthcare, and their perspective on Jarrard's recent national consumer survey on private equity and post-acute care.

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High Stakes: 017. Post-Acute Care and Private Equity - Consumer Survey Reaction Podcast, with Dan Schlacter

Wed, 20 Mar 2024 18:28:00 -0000

This Sunday, we’re unveiling our new survey (the first of its kind at Jarrard), which sought the opinion of more than 1,000 adults across the country about their perception of post-acute models of care and private equity’s role in healthcare. Over the past decade, industry segments such as urgent care clinics and post-acute rehabilitation have evolved from emergent trends to mainstream components of care delivery. And in parallel, the involvement of private investors in healthcare has grown. With this survey, we aimed to understand consumers’ baseline views of these care delivery and business models, particularly in an era of eroding trust in healthcare institutions.

In this week’s High Stakes podcast, we speak with Jarrard Vice President, Health Services Dan Schlacter about some of the survey’s headline takeaways. As one of the co-developers of the questionnaire, Schlacter sheds light on the implications of these insights.

Key points:

Broadly speaking, consumers’ perspectives on PE and “alternative” sites of care are not limited to leaders within those sectors. This survey is also relevant to hospital/acute care decision makers, particularly to understand which models or care people trust (and don’t trust) in the context of potential partnerships.
That said, one significant takeaway is everybody has room to improve. In Schlacter’s words, “there’s not a whole lot of trust out there to begin with.” Remaining up to speed with the various levels of trust across the industry provides a valuable innovation and partnership playbook for leaders of every stripe. It can also help them retain, or gain, the coveted trust of key stakeholders when it counts the most.
Speaking of “levels of trust”… government lawmakers and regulators are at the bottom of the barrel. At the same time, they have the power and jurisdiction to manifest change. Rather than doing so with an iron-fisted regulatory mindset, the public’s low view of these groups is an opportunity to adopt a partnership mindset between the government and private sector. Regulators can recognize that healthcare innovators, including investors, are driving positive change in the industry, and they can foster a supportive relationship to help accelerate new care models, ideas and partnerships that improve healthcare for everyone.

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Conference Reaction - HPE Miami 2024

Fri, 08 Mar 2024 21:00:00 -0000

McDermott Will & Emery's annual two-day event convenes leaders and investors from across the industry to discuss emergent trends and topics impacting the healthcare investment world. This year, its timing couldn’t have been more appropriate. On Tuesday, just one day before the conference kicked off, the FTC, HHS and DOJ announced their shared investigation into private equity’s role in healthcare. This development, among others shaping the market – including the continued repercussions of large-scale cyber security incidents – made for lively conversation this year. Miami was buzzing.

In the mix from our firm were Sheila Biggs, VP Health Services and Ellis Metz, VP Strategic Partnerships. We caught up with them as they were leaving town - Sheila recording from the hotel lobby, to get a few of their observations.

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High Stakes: 016. Retail Healthcare - Are Referrals the Same as Access? With Abby McNeil and Sheila Biggs

Wed, 28 Feb 2024 11:00:00 -0000

Is retail healthcare the disruptor, the partner, the gap-filler or something else? What’s the best way for traditional health systems to interact with retail healthcare providers? There have been stories in the healthcare trades about these questions, so Abby McNeil and Sheila Biggs joined the High Stakes Podcast to sort them out. McNeil is a vice president and deputy lead of Jarrard’s Regional Health Systems Practice. Biggs is a vice president and deputy lead of our Health Services practice.

Key Takeaways:

Don’t conflate “learning from retail” or “competing with retail” with “partnering with retail.” Sounds obvious, but some of the coverage we’ve seen has done just that.
Speaking of partnerships between acute providers and retail healthcare, it’s not clear whether those relationships will lead to their stated goal of increased access. They may lead to more referrals to the health system, but that’s different.
That said, it does appear that the growing number of partnerships is built on an acknowledgement that each segment of the industry has a unique skillset, so rather than try to replicate someone else’s strengths, why not just work with them? But again, the jury is still out on whether that will lead to improved access or care for patients.
When thinking about lessons learned from retail healthcare in the push for a more consumer-friendly system, it’s critical to look at root causes. For example, setting up an online scheduling platform does no good if there isn’t enough clinical staff to cover those appointments. Or if the physicians don’t want to use the systems and turn it off.
Similarly, the expectations of clinicians have to be a big part of the conversation when thinking about how to develop a more consumer-friendly experience.
Medical data – and the security of it – is an ongoing concern. Do patients want Amazon having all of their personal health information along with their consumer behaviors? Tread carefully.

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High Stakes: 015. DEI in Healthcare - When words get in the way, with James Cervantes and Allyson Carr

Wed, 14 Feb 2024 15:17:00 -0000

In this week’s High Stakes podcast, we explore the state of diversity, equity, and inclusion (DEI) initiatives in healthcare through a conversation with Jarrard Senior Vice President James Cervantes – who also serves as the leader of our Regional Health System Practice – and Senior Managing Advisor Allyson Carr. While DEI and health equity work has gained momentum throughout the industry as a workforce priority over the past four years, it is still often poorly understood, leading to underwhelming results when leaders try to codify their DEI priorities and bring initiatives to life. Thus, the cultural, operational and economic benefits of embedding DEI throughout an organization often go unrealized. Leaders need a framework for understanding DEI from 360 degrees and strategies for teaching and gaining buy-in from their stakeholders.

Key Takeaways:

The conversation around DEI was accelerated by the pandemic and George Floyd, which inspired a strong push for this work. But with both events shrinking in the rearview, what seemed like an inflection point in how we understand equity and belonging now is sometimes seen as a logistical box organizations need to check.
In some states, policies legislate what terms can and cannot be used, which of course poses challenges to DEI initiatives. Even so, organizations can find ways to work around language restrictions and make real progress through how they engineer their organizational practices and customs.
Success in DEI requires clear communication, storytelling and data-driven approaches to address gaps in care and achieve health equity.
Partnerships with community organizations can help improve access to care and address social determinants of health.

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High Stakes: 014. Academic and National Health Systems - 2024 Healthcare Trends to Watch

Wed, 31 Jan 2024 11:00:00 -0000

At the end of 2023, we published our annual piece on healthcare trends primed to shape the new year. Leaders from each of Jarrard Inc.’s five practices shared insights on various challenges and opportunities facing the health systems and other provider organizations they serve. In this week’s High Stakes podcast, we’re releasing our full conversations with Tim Stewart, Jarrard partner and leader of our Academic Health Systems Practice, and Emily Shirden, vice president and leader of our National Health Systems Practice.

Because of their scale and varied business functions, national and academic health systems often struggle with an inherent distance from their patients. The rift between the ivory tower and the bedside is wide and impersonal. As such, many leaders are engineering cutting-edge ways to personalize care and create a more patient-centered brand.

Key Points

Physician relationships: the secret key to system partnerships. Academic and national health systems alike are exploring innovative partnerships with smaller entities, such as community hospitals, to offer certain services, address a market gap or mitigate labor shortages. In scenarios like these, the larger system will be bringing on physicians who may be dubious of affiliating with the new brand. Preserving – or building – and strengthening these relationships are paramount to achieving the vision shared by organization and clinician alike.
Personalization: everyone’s talking about it. Creating a more user-driven experience was a popular topic in several of our practice lead conversations. Amazon was mentioned several times. But activating this idea — building some sort of online shopping aisle for patients to browse their care services — is more complicated than tech development. Patient data safety is a conundrum that stands in the way of large health systems who would otherwise have the resources to explore such an offering.
Smart offense: the art of advocating for yourself. In the face of widespread criticism, many providers are too slow to advocate for themselves. Rather than playing defense again and again to deflect every individual criticism, leaders should see these attacks as symptoms of a root cause: Trust is shaky. Healthcare leaders should address that issue by reinforcing their value proposition for every stakeholder — campaigning for themselves and the value they bring to their communities.

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High Stakes: 013. Regional and Public & Community Health Systems - 2024 Healthcare Trends to Watch

Wed, 17 Jan 2024 11:00:00 -0000

This week, we continue our series of conversations with Jarrard practice leaders in an episode focused on Regional, as well as Public and Community health systems. In the podcast, senior vice president James Cervantes lays out the trends he’s watching for regional health systems in 2024. Vice president Letitia Fecher offers insight into what matters most for Public and Community health systems moving through the year.

Notable here, as well as in our next conversation about National and Academic systems, is the level of overlap in the challenges and opportunities before different types of health systems – and before the unique individual systems and facilities that comprise both groups. That said, the independent status and small geographic footprint of many public and community providers exacerbates the industry-wide headwinds they face and begets distinct challenges. That status also encourages self-investment and focus on internal engagement and support.

Key points:

Looking inward. In light of labor challenges, regional, public and community health systems alike are reinvesting in their nurses, physicians and employees. The payoff is a team of core caregivers who are there for patients, leadership and the community.
Hard decisions. Whether it’s the realization that they need to partner with a larger health system or a financial threshold necessitating reductions in force, leaders are addressing pressure to make historic organizational changes while working tirelessly to ensure those changes are as seamless as possible.
Relationships remain key. In an era of growing mistrust of healthcare providers, hospitals in both groups are being more intentional about effectively communicating with community members and other constituents, particularly in moments of change.
Technology is the best intermediary. It’s an ongoing theme: In healthcare, technology’s value goes far beyond clinical advancements. Providers can use emergent communications tools, internal- and external-facing, to reach their stakeholders and strengthen those relationships in make-or-break moments.

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High Stakes: 012. Health Services - 2024 Healthcare Trends to Watch

Wed, 03 Jan 2024 13:15:00 -0000

Last week, we published our annual piece on healthcare trends to keep an eye on in the new year. This year, our practice leads discussed a number of critical healthcare issues, from cybersecurity to partnerships between health systems and community providers. But, as the title suggests, the core piece of advice our team offered is to select the One Thing that can make the most impact and start there.

Here is the first in a series of conversations with those Jarrard leaders to discuss what they think is coming and their take on pursuing the One Thing. First up is our Health Service practice with Hollie Adams, Sheila Biggs and Dan Schlacter.

Trends to watch:

Same-store growth: 2023 saw comparatively lighter transaction activity than years past, with many companies focused more on maximizing their existing assets. This reprioritization has been a renaissance for portfolio growth strategies; leaders are getting creative in the ways they are engaging internal teams, telling their brands’ stories, acquiring new consumers and other means of ensuring their enterprises are healthy in the long-term.
Investing in people: Considering the above, it’s not surprising that one internal growth strategy focuses squarely on companies’ greatest resource: their people. Employees are the biggest day-to-day ambassadors for their employer brands. Leaders are recognizing this and investing in support and engagement tools that enable their teams to feel connected to the whole.
Cybersecurity: The exponential rise of digital integration is a double-edged sword. Convenience and financial efficiency are clear benefits, but the trend also makes organizations more vulnerable to data incidents. Thus, tamper-proof cybersecurity will be a significant focus area, industrywide, in 2024.
Cross-Pollination: Traditional providers and health service companies are exploring new partnership models to meet the changing marketplace. Prospectors in every subsector are becoming more willing to trade ideas and resources with peers outside their usual purview for the benefit of shared opportunities.

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High Stakes: 011. Red Teams and Change Management, with Shawn Evans and Kevin Kearns

Wed, 20 Dec 2023 17:08:00 -0000

Long-term success is contingent on consistent performance. In the context of healthcare’s continual change, leaders are challenged with maintaining performance standards while the walls shift around them. This unpredictability impacts more than the day-to-day — it can rattle the confidence of every stakeholder and create doubt that impedes teams’ ability to act.

In this week’s High Stakes podcast, we discuss the virtues and strategies of thoughtful change management with Shawn Evans, executive coach and organizational advisor, and Jarrard Inc vice president Kevin Kearns, who holds a doctorate in organizational psychology.

Key points

Every change is unique, but leaders’ response strategy can be routine (but not turnkey). Their imperative should be defining the change - proactively creating order out of potential chaos. There should be a process for understanding unexpected developments at a management level, then translating it so that everything is clear when it’s cascaded down to the frontline teams.
Trust is a prophylactic. Change management is both an opportunity to engender good relationships between leaders and their teams, and a muscle test for how much those team members trust their leaders. The best way to prepare for the unpredictable is by garnering the faith of employees so that, when lightning strikes, response efforts are quick and efficient.
Test before launching. Borrowing from his work with the military, Evans relies on the concept of “red teaming.” A red team is a designated group that brings due diligence to change management by critiquing planned organizational response to an initiative. How well is it communicated? Where might managers fall short? What did they do right? This approach can also be used in project post mortems, but is better when it comes on the front end.
Vulnerability is the linchpin to agility, which is a critical trait in change management. Leaders need to be aware that not everything is going to go according to plan. But the right strategic approach, paired with an intentional willingness to discuss problems openly and admit when they don’t understand something, is the first step to learning how to manage the unpredictable.

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High Stakes: 010. Care coordination - Better outcomes through better experiences, with Robin Shah of ThymeCare

Wed, 13 Dec 2023 19:41:00 -0000

There’s no single pill to cure all of healthcare’s problems. It’s a vast and incredibly complex organism with a long list of infirmities, each requiring a treatment plan that is simultaneously highly specialized and interoperable with the many other moving parts. Nowhere is this more evident than in the pursuit of value-based care.

Fortunately, there’s a growing market for organizations focused on one problem for the betterment of the whole. In this week’s High Stakes podcast, we spoke with Robin Shah. He is the co-founder and CEO at Thyme Care, a dedicated team of nurses and care experts backed by tech-enabled care coordination and analytics tools. The result? Making value-based care attainable in the oncology space, and helping patients navigate each difficult phase of their cancer battle.

Key Points

Pursuing value-based care means refining the processes and relationships between payers, providers and patients. In the context of specialized care, many health plans are not set up to cover its high costs — creating a need for subspecialty companies to make it possible. Nashville is home to an increasing number of start-ups and organizations doing this work.
In any specialty, if the patient is engaged and supported during the decision-making process, they’re going to have a better experience. Generally, they’re going to have better outcomes at a lower cost. In Shah’s words: “It's a simple principle: If you engage a person through the journey, everything should be better.”
With data playing such a vital role in value-based care, the implementation of AI is a foregone conclusion. However, Shah echoed a common word of warning. Human intervention cannot be bypassed, especially for prognosis. AI can be used to educate patients on their diagnoses, but not without human treatment, interaction and translation.
Most providers are operating in a perfect storm of exorbitant administrative expenses, increasing care costs and, perhaps worst of all, cost inefficiencies. This is a moment for new ideas that aim to disrupt the status quo by creating new structures, workflows and processes that generate better connectivity and efficiency.

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Nashville Health Care Council Sessions: Brian Regan, WCAS

Wed, 29 Nov 2023 11:00:00 -0000

Private equity is increasingly part of today’s healthcare’s framework. As a $4+ trillion industry teeming with innovation, healthcare is a seedbed for new ideas and, thus, investments from private equity streams. But as a relatively new trend, at least at this scale, private capital partnerships tend to be shrouded in some mystique.

This week, we continue our Nashville Health Care Council Sessions podcast series with a conversation featuring Brian Regan, Head of Healthcare Group at WCAS (Welsh Carson), a renowned private equity firm specializing in healthcare and technology. In it, we discuss the role of private equity in healthcare, as well as some of Regan’s insights on the industry at large – including the importance of building companies by focusing on people.

Key Points:

Method matters, and each is unique. Faced with the healthcare industry’s outsized scope and complexity, Regan has a methodical process for identifying possible value amid its myriad subsectors. His approach: analyze trends in each vertical, from IT to biopharma to care delivery, independently, then use those insights to identify possible targets for investment.

No matter what sector you’re in, put your data where your mouth is. Top-down, the ability to measure performance is valued just about as highly as financial performance itself. As both a differentiator and an indicator of future value, strong metrics are key to earning the trust of stakeholders, growing the business and discerning what is – and isn’t – working.

Of all the historic developments unfolding in healthcare, biopharma might be the most exciting one today. Meaningful investments and discoveries in areas like monoclonal antibodies, antibody drug conjugates and gene therapy over the past several decades have laid the foundation for a momentous inflection point not just in new treatments but curative therapies. As Regan put it with some understatement, “The potential is enormous.”

“Healthcare is evolving” seems to be the strapline of our industry. However, Regan points out that significant change will come slower than we think. The industry is just too vast and partitioned for a swift, clean turn of the page. That said, real progress will be built on micro steps forward, rather than a few giant leaps.

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High Stakes: 009. Buying the Umbrella Before it Rains - Hospital Issues & Advocacy, with David Jarrard & Teresa Hicks

Wed, 15 Nov 2023 11:00:00 -0000

Healthcare providers, traditionally among the most trusted institutions in society, are facing unprecedented scrutiny from regulators, the media, the marketplace and the people they serve. But despite the narrative, this high-pressure moment says more about the state of the industry writ large than than any specific player – particularly providers of care.

In this week’s High Stakes Podcast, industry veterans David Jarrard and Teresa Hicks discuss the ripples that led to this watershed moment, as well as smart ways that healthcare leaders can navigate the choppy waters of high-visibility issues.

Key Points:

Many of the issues in question are nothing new. There have always been unbalanced expectations of what it takes for providers to deliver world-class care that solves the health problems of their communities while remaining financially viable in a competitive market. The high scrutiny of this moment has more to do with external factors that exacerbate these challenges, such as high inflation, the increasing political divide and viral media stories of bad experiences in medical settings.
The industry’s continued transformation is levying new expectations on providers. From the simultaneous rise in healthcare costs and bipartisan efforts to lower them, to the introduction of new technologies, to the progression of value-based care, the complex changes reshaping healthcare are reframing what it means to be a provider. Their work now extends beyond just medical services to encompass education, transportation, housing, nutrition and more.
Scrutiny gets even more complex when there are many voices at the table. Even as they navigate the same issues, hospital stakeholders can have vastly different strategies for solving them. Medical professionals and board members, for example, often have contrapuntal priorities. This can lead to infighting and frustration that does nothing to improve care.
Crystal clear communication, as always, remains key. Healthcare, from any vantage point, is complex. When addressing issues, healthcare leaders should tailor their points to audiences in a way that leaves no room for misinterpretation. Remaining decisive, sympathetic and smartly transparent is critical in every public-facing statement.

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Nashville Health Care Council Sessions: Marc Watkins, MD, Kroger Health

Wed, 01 Nov 2023 17:00:00 -0000

This week, we continue our Nashville Healthcare Sessions podcast series with another conversation about the role of retail in healthcare, this one with Kroger Health’s Chief Medical Officer, Dr. Marc Watkins.

Dr. Watkins was on stage at Sessions with Dr. Kevin Ban of Walgreens. Seeing the leaders of two major retail healthcare organizations sitting side by side discussing the future of their sector was emblematic of the collaborative spirit present throughout the conference. Two competitors in firm agreement that there is plenty of work – and opportunity – for everyone.

In this conversation Watkins talks about food as medicine, continuing to reshape the conversation about health to better include conversations about prevention, and his approach to leadership and team building.

Key points:

You can’t out-train a bad diet. Health isn’t just medicine, it must include healthy eating and lifestyle choices. This isn’t news to anyone, but Kroger Health has put that idea at the center of its brand and messaging and operations when it comes to positioning the organization in the constellation of retail health providers.
Improving health requires a coalition of the willing. The only way we’ll help people live healthier lives and reduce today’s unsustainable healthcare spending is by having everyone – everyone! – at the table. This includes payers, regulators, lawmakers and providers of all types.
Changing our approach to healthcare means reframing the discussion. Money spent on healthcare is money not spent somewhere else. According to Watkins, “Businesses can’t flourish if you’re just worried about taking care of your healthcare costs. Communities can’t flourish.”
Leadership requires authenticity. Watkins himself works to be accessible, transparent and receptive. At the organizational level, this translates into frequent listening sessions to hear from employees (associates) and learn what’s important to them.

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Nashville Health Care Council Sessions: Kevin Ban, MD, Walgreens Boots Alliance

Wed, 18 Oct 2023 18:36:04 -0000

This year’s Nashville Healthcare Sessions was a unique meeting of the minds, convening high-level industry peers and competitors to discuss the current state of healthcare. Featuring in-depth conversations between leaders often pitted toe-to-toe in the marketplace, the event provided candid snapshots of healthcare issues and conditions that everyone is facing.

In one panel, Walgreens Chief Medical Officer Kevin Ban, M.D., shared the stage with other leaders in the retail healthcare space to exchange insights on the rising trend of consumerism in healthcare. Afterward, we caught up with Dr. Ban to dive deeper into his perspective on the role of retail in this shift.

Key points:

Retailers’ footprint in B2C healthcare isn’t a fad. From skyrocketing deductibles to the acceleration of concierge health services during the COVID-19 pandemic, there has been a slow drip of market developments building up to this moment.
For better or for worse, financial incentives drive the most meaningful changes in healthcare. For retailers to truly create better healthcare access for their consumers, there needs to be a financial model that incentivizes them to work with health systems, and vice versa.
Rather than seeing things as zero sum, there is a huge opportunity to create a “we do, you do” partnership between retail healthcare and traditional providers like hospitals and health systems.

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Nashville Health Care Council Sessions: Rob Allen, Intermountain Health, and Dr. Wyatt Decker, UnitedHealth Group

Wed, 11 Oct 2023 10:00:00 -0000

This week, we continue our Nashville Health Care Council Sessions series with an episode focused on the industry’s stepwise progression to value-based care (VBC). The shift to value is something that everyone across the healthcare continuum supports in principle, but achieving it is a massive economic and technological undertaking. Ingrained structural challenges have made the transition slower than hoped.

Onstage at Sessions, speakers talked about how the unsustainability of our current healthcare spend is forcing the issue. That, combined with creative new models from entrepreneurs and national organizations, are helping to finally make an accelerated transition to value feasible for providers, payers, patients and every stakeholder in between.

We spoke with Dr. Wyatt Decker, Executive Vice President and Chief Physician for Value Based Care and Innovation at UnitedHealth Group, and Rob Allen, CEO of Intermountain Health, about the innovations that will be necessary to streamline VBC, as well as their respective philosophies about long-term health in a volume-based world.

Key Points:

VBC is only possible at scale if everyone works together. The most formidable roadblock to value is its operational complexity, requiring every stakeholder to rethink how they administer and measure the success of their services.
The shift to value poses incredible business opportunities for entrepreneurs. From the need for better clinical data tracking to changes in risk sharing to disjointed communication between payers and providers, there is a lot of space to fill for specialized start-ups. Per Dr. Decker: “We work with entrepreneurs of all sizes in terms of their business who have solutions.”
Achieving VBC hinges on better systems for understanding patients’ needs. Large providers and payers will rely more heavily on personal relationships with individuals to ensure the clinical understanding necessary to set and achieve health metrics.
Data is top down and bottom up. While VBC is tailored to the individual, it can only be achieved through a clear understanding of community and population-level data. Data collection and analysis have finally reached a point where the resulting information can be used effectively to drive population health.

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Nashville Health Care Council Sessions: Apryl Childs-Potter, NHCC

Wed, 04 Oct 2023 10:00:00 -0000

Last month, the Nashville Health Care Council (NHCC) launched its inaugural Nashville Healthcare Sessions Conference. The five-day event convened industry leaders from across the country for two days of collaborative panels, in-depth discussions, interdisciplinary problem-solving and relationship-building, followed by over 30 associated events and gatherings. With a focus on innovation, the conference was a seedbed for new ideas from every sector of the industry.

It also represented the spirit of collaboration and unified focus necessary to navigate healthcare’s environment of ongoing change, challenge and pressure. While many of those challenges are borne out of silos and technological lagging, the Nashville Healthcare Sessions Conference facilitated connection and innovation.

To review everything that took place at Sessions and unpack what comes next for the industry, Apryl Childs-Potter, NHCC president, joined the High Stakes Podcast. In this conversation, she offers her perspective on the transforming healthcare industry, as well as Nashville’s role in the middle of it all.

Key Insights:

— In an industry with seemingly 1,000 daily headlines, AI is healthcare’s biggest news. Its uses, merits and ethics are being discussed in every hospital board room and executive suite across the nation. That’s because it’s no longer just a looming possibility…it’s already being implemented at scale by health systems.

— Historically, healthcare has been years behind in technology integration, but adoption is happening quicker than ever before. Tools are more sophisticated and user-friendly, allowing providers to accelerate at the pace of technological innovation.

— Healthcare is at a “watershed moment.” From the changing models of care delivery to value-based care to new technologies, factors are in play that have been discussed in theory for years. Now, these developments are accelerating, in large part because of creative partnerships and that spirit of collaboration among friends and putative rivals alike.

— In the midst of this change, Nashville has an opportunity to elevate as healthcare’s capital. The city breeds collaboration thanks to its artistic, musical roots, but also because of the high concentration of healthcare organizations from large systems to IT to health tech startups. To maintain its position at the top of the industry, however, it needs to channel investments toward continued growth, collaboration and talent development.

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High Stakes: 008. Stability and Adaptation - The Biology of Change, with Larry McEvoy and Kevin Kearns

Wed, 20 Sep 2023 10:00:00 -0000

Here at Jarrard, we're always interested in not just how healthcare leaders are doing the work that underpins our system of medical care, but also how they lead through the work. How they develop and empower teams. How they demonstrate through words and actions how the work – which is often so difficult and exhausting – affects each person involved and how those people can be part of the shared mission and process.

With all that in mind, Kevin Kearns and David Shifrin spoke with physician, executive coach and former health system CEO, Larry McEvoy, MD. Larry is founder of Epidemic Leadership. There, he looks at the intersection of business, biology and health as a foundation for helping leaders innovate and adapt for today's complex healthcare challenges.

Key Takeaways:

Biology has a great deal to teach us about how leaders can guide and empower teams to be steady, stable and consistent. How do you win the math and get the best of people most of the time, even thought it won't be all of the time?
Often, performance (immediate) and growth (long-term) are pursued separately. But they go hand in hand and successful leaders find ways to help their teams perform well in the moment while adapting and evolving for long-term success.
It looks obvious on paper, but it’s important for healthcare leaders to remember that People still want to care. It's just a matter of identifying the things that get in the way of accomplishing goals and what leaders – and teams - can do about it. The question becomes, how do we stop adding barriers to people working together effectively and allow them to do what they already want to do?
How do you identify where to start? Sit down with your team and ask people to describe their best team experience…and then ask about their worst.

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High Stakes: 007. Neighbors Caring for Neighbors - Rural Healthcare with Michael Topchik

Wed, 06 Sep 2023 10:00:00 -0000

The National Rural Health Association is hosting the Critical Access Hospital and Rural Health Clinic conferences in a few weeks, from September 26-29. Our colleagues from both Jarrard and Chartis will be there, digging into the issues facing rural providers today. They’ll also be providing resources, research and education to rural healthcare leaders – content that will extend well beyond the conferences.

With all of that coming up, we wanted to lay the groundwork by taking a broad look at the challenges facing rural healthcare today through the eyes of two people who spend their time studying and working with rural providers.

Letitia Fecher is a Vice President at Jarrard and our Public and Community Health System Practice Lead. Michael Topchik is the National Leader of the Chartis Center for Rural Health. They’re also spearheading the presentations at NRHA.

In this conversation, Fecher and Topchik look at:

· Regulation and policy

· Workforce issues

· Community engagement during operational change

Key Points

· Quality is job number one. But it’s not just quality as defined by ratings organizations or regulatory agencies. It’s the quality patients feel when they receive care at a hospital, and how employees feel when they come to work every day.

· Communication with the community must be ongoing. A rural hospital’s first message to its community should not be announcing a service line closure. Instead, rural healthcare leaders need to be regularly talking about the ways delivery of care are shifting and ways the hospital is changing to meet the community’s needs.

Nurse and staff engagement are vital. Retention is a major challenge for all provider organizations, with rural hospitals feeling especially pinched over the past few years. It’s critical to find out what caregivers are looking for even when increased compensation may not be an option. Invest in relatively simple things – better engagement with leadership, more two-way communication, focusing on the mission, offering career development opportunities.

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High Stakes: 006. Building Teams and Pursuing Health Equity through Relationships, with Dorian Harriston

Wed, 23 Aug 2023 10:00:00 -0000

Dorian Harriston is the Chief Marketing and Communications Officer at Morehouse School of Medicine. She has been in the role for about six months now, having previously served in marketing and communications roles at Cedars-Sinai and The Ohio State University Wexner Medical Center.

Harriston, as her current position suggests, knows healthcare marketing and communications inside out, having built successful brand positioning, digital marketing and content experiences throughout her career. But she joined the podcast to talk about a big part of her career – and work at Morehouse School of Medicine – that isn’t as obvious: Team building. Maybe Harriston’s biggest strength, lying just under the surface of the Marcomm job description, is finding ways to elevate people to do their best work. The result?

Aligned teams with every member fully bought into the work and goals in front of them
A more diverse workforce, with opportunities for anyone and everyone to grow and advance
More equitable, patient-centric care that comes out of clear and personal messaging from that mission-oriented team of marcomm pros.

In this conversation, Harriston talks about how…

Everything starts with strong relationships
Her personal and professional background influences her role at Morehouse School of Medicine
She has taken an already committed, strong team and not rest on that historical excellence but continued to push forward
She pursues a policy of confidence, honesty and openness with her team as a way to get the best ideas and outcomes out of the work – and giving those team members a chance to shine in the process.

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High Stakes: 005. Threads? What's Next for Healthcare Social Media with Abby McNeil, Meghan McCarthy & Tommy Barbee

Wed, 09 Aug 2023 10:00:00 -0000

Is Threads the place to be or, uh, boring and not worth it?

The latest loud social media splash is Threads, a direct Twitter – now X – competitor from Mark Zuckerberg’s Meta. It was the fastest social media platform to 100 million users, but since then engagement has dropped precipitously. Which all leads to the question above. More specifically, how much should healthcare provider marketing and communications teams be investing in any given social media platform? Is Threads worth diving into? Even beyond Threads, there’s the deeper issue of too many platforms and channels and not enough resources within hospital marcomm offices to be present everywhere.

So, where do you invest?

This week it’s an all-Jarrard podcast, with Abby McNeil, Meghan McCarthy and Tommy Barbee bringing their extensive background in healthcare marketing, communications and digital strategy to the Threads debate.

Key Insights

Threads doesn’t make sense for most organizations. Not worth it. Borin, even. Today, it’s a better spot for individuals and influencers.
That said, it may be worth having a couple of people on your team to sign up and keep an eye on the platform as it evolves
A few healthcare organizations are in a good position to use Threads. Namely, academic medical centers and research institutions that are known for cutting-edge innovation and that are looking to engage and recruit students or researchers – the people who might have that personal account.
In the end, it’s crucial to know what you’re trying to accomplish and where your target audience is before investing in any social media platform. Otherwise, you’re just stressing your social media managers.

Also, just to be clear, Jarrard Inc. is not on Threads. But you can find all of our thinking at jarrardinc.com/subscribe

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High Stakes: 004. Is the Marketing Funnel Dead? Healthcare Marketing with Pattie Cuen and Abby McNeil

Wed, 26 Jul 2023 10:00:00 -0000

Is the marketing funnel dead?

That question started bouncing around among those at Jarrard Inc. who have backgrounds and specialize in healthcare marketing. It’s a provocative question, and provocative questions lead to sharp conversations that make for good podcasts. So, we asked two of those experienced healthcare marketers to have that conversation on the record.

Pattie Cuen served at UCLA for two decades. There, she established the medical center's first internal communications team and orchestrated an award-winning branding campaign for the system. More recently, Cuen held a high-level position at Cedars-Sinai.

Abby McNeil is a vice president at the firm and deputy lead of our Regional Practice. McNeil has served in a number of prominent roles, including vice president of communications and public affairs for CHRISTUS Health, where she sat at the helm of all corporate communications and helped guide the organization through COVID.

Key Insights:

The marketing funnel isn’t dead. But it’s not really the most accurate model, either. It serves a useful, mostly two-dimensional purpose to get a snapshot of how consumers move from awareness to conversion. It’s also helpful as a relatively simple tool to present marketing concepts and different levels of messaging to people outside the field.
The funnel doesn’t take into account the time involved as people move from one stage to the next. That time could be five minutes for a digital engagement or weeks/months for an out-of-home campaign like a billboard.
Another way to think about the customer journey is as an elliptical. Once someone converts and makes a purchase – or, in healthcare, becomes a patient – the selling process starts all over, and the patient has to choose you all over again. And again. And again. It’s not one-and-done. Meanwhile, each person is sitting in the funnel – or spinning on the elliptical – of other providers, making it a multi-dimensional environment for conversion and retention.
Because of that elliptical process, the patient experience has to be dialed in right alongside the marketing messages and platforms. If someone buys but can’t schedule a followup appointment for weeks, they’ll go somewhere else regardless of how great your marketing campaigns are.

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High Stakes: 003. Don't Call it a Breach - Healthcare Cybersecurity with Barry Mathis and Dan Schlacter

Wed, 12 Jul 2023 10:00:00 -0000

Is it possible for a hospital to turn a small cybersecurity incident into a full-blown crisis based only on the words used and the approach to communicating about the event? What about the opposite – is it possible for a major incident to be mitigated and minimized with little reputational damage…just through effective communication?

The answer to these rhetorical questions is, obviously, yes.

That’s according to cybersecurity with Barry Mathis. Mathis is a principal at PYA where he draws on three decades of experience as a chief information officer, chief technology officer, and other roles to help healthcare clients plan, develop and implement complex IT solutions.

As part of that work, Mathis spends a lot of time advising healthcare organizations on how to reduce risk and avoid – or worst-case scenario, minimize – the fallout from cybersecurity incidents. For this conversation Mathis joined Dan Schlacter, a vice president in the Jarrard Inc. Health Services Practice and lead on much of the firm’s cybersecurity work, to talk about the best practices and the role of communications both before and after an incident.

Key Insights

Be strategic about the words that you use to describe a cybersecurity attack: Avoid the word “breach,” and instead opt for a word like “incident,” to reduce exposure and dial down the temperature in communications about the event.
Prioritize cybersecurity training and have a crisis response plan in place before an attack happens to ensure that your organization can respond to an attack quickly and efficiently.
Loop in communications experts and legal counsel during the early stages of a cybersecurity incident. (And don’t take anything in this conversation as legal advice. We are not attorneys.)

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High Stakes: 002. Tech and the Human Touch - Healthcare Staffing with Craig Ahrens and Courtney Kelsey

Wed, 28 Jun 2023 10:00:00 -0000

Can technology really augment and streamline healthcare operations and make the work of healthcare workers easier? Can technology help provider organizations actually manage their workforce more effectively?

The answer to both of these questions is obviously, “Yes.” And despite significant progress over the past few years, it still seems at times that technology and digital tools complicate and confuse as much as they help. The reality hasn’t yet matched the promise.

Still, there are tools and platforms that are accelerating the progress. And, helping provider organizations communicate and engage with their workforce in ways that can help those caregivers find even more satisfaction on their work while smoothing out the bumps of staffing shortages.

Greg Allen Ahrens is an advisor for ShiftMed, a new type of staffing platform. Delivering easy to use an innovative tools that help providers streamline their day-to-day operations and optimize their show rates.

Courtney Kelsey is an associate vice-president and strategic engagement and development expert in Jarrard Inc’s Academic Medical Center Practice. In her work, Kelsey applies her deep background in team optimization and people focused change management to help healthcare leaders enhance the entire employee experience.

In this conversation, Kelsey, Ahrens and David Shifrin talk about how technology can augment and support healthcare leaders, staffing, and engagement efforts, and how a new wave of tools exemplified by ShiftMed can save huge amounts of money while increasing job satisfaction and professional growth among healthcare workers.

Key Insights

Have a sense of urgency. Times are tough for everyone in the healthcare world. If you wait to solve your workforce issues while you’re focusing on other things, all of the talent will have already been scooped up by other systems taking the initiative.
Integrate technology with humanity. By listening to what your people want and understanding the “hotspots” in your organization, you can empower your employees to reach their goals with the help of technology.
Enhance your workforce via education. Investing in and educating your existing workforce gives you more control over your system’s capabilities while at the same time differentiating yourself as an employer and elevating your brand.

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High Stakes: 001. The Beginner’s Mind - Workforce Engagement with Dan Shapiro and Kevin Kearns

Wed, 14 Jun 2023 10:00:00 -0000

Physician and nurse burnout.

It’s an issue that has been studied at an increasing rate over the past few years. It’s a ubiquitous topic in any discussion about challenges facing healthcare today. Addressing it is a moral and operational imperative – caregivers need to be cared for, most importantly for their own health and wellbeing and also for the sustainability of provider organizations.

So, how healthcare leaders move from knowledge to action when it comes to burnout?

In our latest podcast, we work towards some answers.

Dan Shapiro, PhD, is a partner at Chartis and the director of the Chartis Center for Burnout Solutions. In that role, Dan and his team assist leaders of multi-hospital systems in their efforts to reduce burnout and the turnover of high-value physicians, nurses, APPs, and other staff. Dan’s background includes a PhD in clinical psychology and a postdoc at Harvard where we focused on medical crisis intervention.

Shapiro joined Kevin Kearns, a vice president at Jarrard Inc. and expert in organizational development strategy, to talk about some of the issues underlining the rocky healthcare workforce landscape. They also dig into some of the best practices for organizational design and employee support needed to address burnout.

Key Insights

Different roles require different solutions: Don’t overlook the unique challenges and needs within different subpopulations of your workforce.
Utilize data to develop solutions: Ground your actions in evidence so you can implement a systematic approach tailored to your organization.
Start now, before it’s too late: Organizations that aren’t investing in their people when times are tough will see their problems exacerbated in the long run.
It doesn’t stop with frontline staff and managers. Engagement efforts must extend to the HR and leadership teams to ensure that everyone can thrive.

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Quick Think: Healthcare and the Amazon Whiplash

Sun, 20 Nov 2022 10:00:00 -0000

Love ‘em or hate ‘em, Amazon is a sprawling, complex company rife with prominent leaders, disparate initiatives, investments, plans, problems, things that work, things that don’t, with all those discordant messages playing out on the public stage. On the regular.

Sound familiar?

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Quick Think: Everything's Moneyball

Sun, 13 Nov 2022 10:00:00 -0000

Healthcare is playing Moneyball. It's a model that comes from baseball and uses a ruthless focus on analytics to help teams build lean, efficient squads that outperform their higher-spending rivals. But healthcare, like baseball, is science...and art. It’s the powerful combination that creates the care and the experience we all want when we seek care. The pursuit of efficiency can't lead down a road where no one wants to live.

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Quick Think: Crying Wolf?

Sun, 06 Nov 2022 10:00:00 -0000

Health systems have enjoyed the benefit of the doubt for a long time. That time may be ending. On one side are those who say, hospitals are “on track for their worst financial year in decades” and “will be forced to take drastic measures to reduce costs…including service line closures if not closing altogether.” On the other are those say “hospitals test the goodwill of Congress” as they endlessly ask for more federal dollars, even though “the industry has not been scrutinized as much as other health groups, despite being the primary driver of rising medical costs.” In this formulation, “some facilities would be just fine without lawmakers’ help."

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Kim & Tim: Integration and Neil Young

Wed, 21 Sep 2022 10:00:00 -0000

Between regulatory hurdles and financial imperatives, getting a hospital merger or acquisition across the line is hard enough. But that’s just the start. A common aim of healthcare mergers is to integrate the organizations involved, yet bringing everyone together is its own jigsaw puzzle. All the pieces are there on the table, but how to bring them together, undergo the difficult change management and create the big picture? Kim Fox and Tim Stewart sit down to discuss the challenges facing mergers and acquisitions after the transaction is closed, the role culture plays in bringing organizations together – or keeping them apart – and how healthcare leaders can best lead through the process.

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DigitaLee: MRI on Tuesday, Surgery on Thursday, Home on Friday

Wed, 31 Aug 2022 10:15:00 -0000

Lee Aase is a digital healthcare pioneer and a social media expert. Now, he's a healthcare entrepreneur as co-founder of HELPCare Clinic, a membership-based direct primary care clinic. His current work is particularly relevant for this conversation because we talk about why there hasn't been an episode of DigitaLee recently: Lee's recent back surgery. We discuss how the referral process went, the seamless handoff from his primary care physician to the surgery team at Mayo Clinic. Plus, thoughts on where digital comes into play with a good streamlined care continuum.

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Kim & Tim: A $50 Gift Card to Starbucks, Rebuilding Seasons and Hospital Charity Care

Wed, 24 Aug 2022 10:00:00 -0000

This week's conversation was prompted by the ongoing discussion in healthcare about what constitutes "Charity Care," as well as President Biden's recent reluctance to define the current economic environment as a recession. The issue in both cases is not that President or hospital executives are wrong about their respective definitions. Instead, it's that definitions don't always feel accurate even when they may be technically correct. Kim Fox and Tim Stewart discuss definitions in the context of hospitals and healthcare, politics, baseball and more.

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The Quick Think: From Good Intentions to Good Business - Health Equity Gets Real

Sun, 21 Aug 2022 08:00:00 -0000

Relatively recently, CMS, U.S. News & World Report, Lown Institute and, just this week the Joint Commission have signaled that how your organization is addressing health equity will be part of their dashboard for measuring and comparing hospital and health system performance. It’s a big push, long in the making. Energy has been building. According to a survey from the Institute for Healthcare Improvement in 2019, one quarter of U.S.-based healthcare leaders surveyed identified health equity as one of their organization’s top three strategic priorities. In 2021, that percentage doubled to 58%. We seem to have reached a critical mass, a turning point, a moment to activate that energy. Doing so is integral to our collective missions. These steps add operational and financial urgency to today’s social crisis.

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J|Insights: Durable Optimism and the Importance of Taking Informed Risks

Wed, 10 Aug 2022 11:00:00 -0000

Change is hard and, these days, it’s compounding. Big disruptions layered with small pivots have led to a tough environment where “one more thing” is a burden, not an exciting opportunity.

In this environment, healthcare executives and hospital board members are challenged with walking a fine line – guiding their organizations through disruption while acknowledging the uncertainty, making decisions when the path forward is foggy, and processing their own exhaustion, too.

Jarrard Inc. CEO David Jarrard and McDermott Will & Emery partner Michael Peregrine – both of whom have a deep interest in helping healthcare executives and boards navigate change – sat down to talk about the situation. They first acknowledge the challenge, then provide some historical context, then offer a few ideas for getting through it all.

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DigitaLee: Netflix, Rent vs Own and How Health Tech Personalizes Healthcare

Wed, 25 May 2022 10:15:00 -0000

Welcome to DigitaLee, the podcast for healthcare marketers, where we look at the digital news, tools, tips and tricks for effective healthcare communications. This week, David Shifrin and Lee Aase talk about the news that Netflix is cracking on their long-standing policy of going ad free. Then Lee gives an update on the rent versus own debate – and that’s with regards to blogs and social media, not the housing market, although that might be an interesting discussion too. Finally, they close by talking about Lee’s latest venture the HELPCare Clinic as an example of how digital tools can help personalize health care.

Episode Links

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DigitaLee: Diversity in Healthcare Advertising, Accessible Content and Supporting Healthcare CEOs

Wed, 11 May 2022 11:05:00 -0000

Welcome to DigitaLee, the podcast for healthcare marketers, where we look at the digital news, tools, tips and tricks for effective healthcare communications. This week, David Shifrin and Lee Aase look at an article from Fierce Pharma that describes a marketing and ad agency building out a dedicated team to work on diversity in advertising. Then, they check in on the conventional wisdom around ways to ensure that content is broadly accessible and close by talking through the role of healthcare marketing teams and supporting the CEO.

Episode Links

Fierce Pharma: CMI Media Group launches new practice to help pharma reach out to diverse audiences
Otter.ai
Riverside.fm
Descript

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DigitaLee: NFT or WTF, Healthcare in the Metaverse & Digital ROI pt. 2

Wed, 27 Apr 2022 10:00:00 -0000

Welcome to DigitaLee, the podcast for healthcare marketers, where we look at the digital news, tools, tips and tricks for effective healthcare communications. This week, David Shifrin and Lee Aase are both confused by CVS moving into selling virtual healthcare goods. Once they get past that, they look at provider organizations planting the flag in the metaverse, and then it's the second of our two-part digital ROI miniseries, this one on how healthcare marketers can position digital programming to justify the ROI.

Episode links:

Healthcare Finance News: CVS Files Patent to Sell Goods and Healthcare Services in the Metaverse
Forbes: Amazing Possibilities of Healthcare in the Metaverse

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Navigating the C-Suite: Beyond "Go Back and Write About it"

Wed, 20 Apr 2022 10:00:00 -0000

Today we have a full panel discussion with four top healthcare marketing and communications leaders discussing team dynamics and navigating the C-suite. It’s a conversation around how marketing leaders and their teams can use their seat at the table to not just be scribes for their hospital or health system but to serve as strategic leaders and advisors.

The team today includes:

Susan Alcorn, of counsel here at Jarrard who previously spent time as chief communications officer at Rochester Regional Health and Geisinger Health System
Beth Toal, vice president of communications and marketing at St. Luke's Health System in Idaho
Michael Knecht, chief marketing and communications officer at RWJ Barnabas Health in New Jersey
Gayle Sweitzer, vice president of marketing and corporate communication at the University of Kansas Hospital

This conversation is a prelude to a panel discussion the group will be having on Tuesday, May 17th at the Health Care Marketing and Physician Strategy Summit (HMPS) in Salt Lake City. For more on the event, check out healthcarestrategy.com.

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DigitaLee: Healthcare Cybersecurity, Reputation Management & Digital ROI pt. 1

Wed, 13 Apr 2022 12:00:00 -0000

Like DigitaLee? Be sure to subscribe to the dedicated DigitaLee feed on Apple Podcasts.

This week, we're looking at healthcare cybersecurity, reputation management – should you keep it in-house or outsource? And the first of a two-part miniseries on digital ROI for healthcare providers. We're looking at measuring ROI and how that differs between larger and smaller provider organizations.

The story of the week is: 'On high alert': Hospitals wary of cyber threats from Russia-Ukraine war

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DigitaLee: Digitally Enhanced Healthcare, Twitter Alternatives & Execs on Social Media

Wed, 23 Mar 2022 17:02:00 -0000

Welcome to DigitaLee, the podcast for healthcare marketers, where we look at the digital news, tools, tips and tricks for effective healthcare communications. This week, digital healthcare pioneer and now healthcare entrepreneur Lee Aase and David Shifrin are looking at digital-first healthcare - haven't we been talking about that for years, now? - whether more obscure social media sites like Parler that tend to attract subsets of wider society are worth healthcare's time, and how healthcare leaders and execs can balance the personal nature of social media with the value of promoting their organization's brand.

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DigitaLee: Spanish Misinformation, Meta's Dive & Apple's Privacy Rule

Wed, 09 Mar 2022 13:00:00 -0000

This week on DigitaLee: digital healthcare pioneer and now healthcare entrepreneur Lee Aase are looking at three stories that matter for healthcare communications and healthcare marketing: the Spanish language misinformation crisis, Meta / Facebook's recent dive and Apple privacy rules. Be sure to subscribe directly to DigitaLee by searching on whatever platform your listening on now.

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Kim & Tim: Weighing In On Weighing In

Thu, 03 Mar 2022 16:00:00 -0000

The conversation today is a segment of a longer one we recorded this week. In fact, we recorded in person, for the first time with all three of us together. However, considering the rapid devolution of Russia’s invasion of Ukraine, we’re bringing this segment as a standalone episode. We’re seeing a tension and getting questions from hospitals, health systems, healthcare leaders and marketing pros about whether they – or their organization – should speak out about the invasion. And if so, how to do it appropriately. So, we're weighing in on weighing in.

As always, please subscribe to Kim & Tim, and be sure to check out all the content from Jarrard Phillips Cate and Hancock, as well.

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DigitaLee: YouTube for Healthcare and Social Media Polls

Wed, 23 Feb 2022 11:00:00 -0000

Today we've got a story on how doctors use YouTube to connect with patients and work towards health equity, the value of YouTube as a platform for healthcare providers, and for our tip of the day it's whether hospitals and physician practices should consider using Twitter and LinkedIn polls.

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DigitaLee: Finding Health Information, Clubhouse and Effective Social Media Policies

Wed, 16 Feb 2022 16:40:00 -0000

Today we're covering a story about the use of social media for finding health information, an overview of the audio platform Clubhouse, and considerations for how hospitals, health systems, doctor's offices and health services companies can build a good social media policy.

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DigitaLee: Meet Lee Aase, healthcare's digital pioneer

Wed, 16 Feb 2022 11:00:00 -0000

For healthcare providers, more and more high stakes moments take place online, or at least have a digital element to them. Because of that, Lee Aase and Jarrard Phillips Cate & Hancock have partnered to help healthcare leaders and marketing and comms pros keep track of what’s happening on the web and make sense of it all.

Lee Aase just retired after a 21-year tenure at Mayo Clinic, where he most recently served as communications director for social and digital innovation. In those two decades, he guided Mayo Clinic’s pioneering adoption of social media and in 2010 founded the Mayo Clinic Social Media Network, an industry-leading global network that helped healthcare professionals and organizations use social media effectively.

Jarrard is a strategic communications firm focused exclusively on helping healthcare providers navigate challenging situations, whether it’s recasting their vision and values, partnering with another hospital, attracting and retaining clinicians or figuring out the best ways to increase patient volumes.

The goal of this healthcare podcast? To bring a digital perspective to those issues and help healthcare providers effectively leverage all the tools at their disposal – and maybe avoid a few pitfalls along the way.

Here’s what that’ll look like: every other week, Lee Aase and David Shifrin will meet to talk about three things: a recent headline covering digital healthcare, an overview of a digital or social media platform – that could be something like highlighting a feature of a well-known platform like Facebook or giving insight into one of the more obscure systems – and then a key tip to take back to your team. Ten minutes, twice a month, to help you get smarter about where to spend your time to give your hospital, health system, clinic or health services company the best possible digital footprint.

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Kim & Tim: Without Merit

Fri, 04 Feb 2022 06:00:00 -0000

NEW FEED: We've got Kim & Tim on a separate feed, so be sure to subscribe here: https://podcasts.apple.com/us/podcast/kim-tim-running-through-the-red-tape/id1607899100

This week the team shows up to talk NFL. Kim Fox, Tim Stewart and David Shifrin are all football fans so the news of recently-fired Dolphins coach Brian Flores' lawsuit against the NFL and three of its teams caught our attention. The NFL's response left plenty of room for criticism of several ridiculous missteps. There are underlying issues with race and diversity and hiring practices in the NFL. And then there are the communications errors in the immediate aftermath of Flores filing the lawsuit. As a bonus, we've got a bit of back and forth on Tom Brady's retirement - just how petty is the GOAT? Important note: there's a reference to a recent instance of alleged domestic abuse and sexual assault, so please take that into consideration.

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Kim & Tim: About that Wildly Effective Nursing Video

Wed, 26 Jan 2022 06:00:00 -0000

Kim Fox is a partner here at Jarrard and heads up our Regional Practice. Tim Stewart is a senior vice president in our National and Academic Practice. Here's what we've got for the conversation today: A quick intro about the Supreme Court's ruling on vaccine mandates, which partly clarified things but also added to the swirl of confusing healthcare laws, guidelines, suggestions and other ideas. That part of the conversation leads into a deeper chat about the pressure on the healthcare workforce, on the nurses and doctors who work inside hopsitals. We've got a pointed nod to some of the poorly crafted, very un-empathetic responses to a powerful video about the nursing shortage from the New York Times. If you've seen it, you know. If you don't go check it out. And then finally, what do we do about it? We look at how hospital leaders can work to turn the ship when it comes to the nursing shortage. What will it take to recruit and retain the caregivers needed going forward? A couple of times in the conversation Kim referenced a new national survey that we just released. It looks at perceptions of healthcare and hospitals among the public and also asks how the healthcare workforce is doing. Check it out at http://jarrardinc.com/january-2022-national-healthcare-survey/

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KIM & TIM: Charlatans, Hucksters and Purveyors of Misinformation

Fri, 29 Oct 2021 12:30:40 -0000

Last week, we did a quick poll of our audience to get your impressions on health misinformation - What the most significant pieces of health misinformation are and the platforms most responsible. We're rolling that feedback together with insight from our team into a special report that will be coming out shortly. Kim Fox, a partner at Jarrard Inc. and our Regional Practice lead helped to push us in that direction, So it was an easy step to get her and VP Tim Stewart, who's from our National and Academic Health System Practice, to riff on the issue. We cover Facebook, vaccines, politics, the difference between misinformation and disinformation, and hard stops. Stay up to date by subscribing at info.jarrardinc.com/subscribe

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DEI & Health Equity: More than Good Intentions

Mon, 04 Oct 2021 11:00:00 -0000

Earlier this year, we at Jarrard published a special report on health equity and diversity, equity and inclusion work within healthcare providers. Separately, but roughly in parallel, a team at our parent firm, The Chartis Group, in partnership with the National Association of Health Services Executives, developed a research piece on similar issues and created a health equity maturity model for healthcare organizations.

Together, those pieces cover a huge amount of ground in some of the underlying issues, challenges, and also possible solutions for both delivering more equitable care to patients and also developing a more diverse and inclusive workforce. As I said, those reports were developed independently and so now, with a bit of time having passed since publication, we wanted to revisit the topic and bring together the teams that produced them for some combined insight.

In this conversation, we spoke with LaTonya O'Neil and Dr. Mark Wenneker, lead authors of the Chartis report, and James Cervantes, who helps lead our Kaleidoscope DE& I work here at Jarrard.

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Can consumer-friendly care help deflect criticism?

Fri, 01 Oct 2021 13:52:11 -0000

Today we're checking in with Reed Smith, our VP of digital here at Jarrard, to talk about a recent study showing that consumerism remains high on the list of providers' priorities but has slowed down just a little over the past year. Wonder why that might be. The theory we're working from is that digital tools and small things to increase patient satisfaction and drive consumerism forward might be a good way to also deflect some of the criticism that hospitals and health systems are taking. Be sure to subscribe, rate and review this podcast, and of course subscribe to all of our thinking at jarrardinc.com/pod

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A Win for Patients...and Rural Providers

Fri, 24 Sep 2021 16:07:34 -0000

This week, a study was published in JAMA Open Network showing that rural hospitals acquired by larger systems between 2009 and 2016 had lower mortality rates in several areas between. It's a valuable dataset showing how consolidation and a relationship with another system can help to improve care. But before hospitals start running around, waving the study in the air as vindication, we thought it would be good to look more closely at exactly how it and positive data like it can be used most effectively for hospitals considering a deal, as well as really anyone who's advocating for hospitals. David Shifrin jumped on a call with Isaac Squyres, a partner at Jarrard in the Regional Practice and lead on much of the firm's merger and acquisition work, to get his thoughts. For more on rural healthcare, please check out a project we've been supporting called the Rural Healthcare Initiative (ruralhealthcareinitiative.org). And of course, subscribe to all of our thinking here at Jarrard by going to jarrardinc.com/pod.

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KIM & TIM: Now's a Good Time to Not Say Dumb Stuff

Mon, 30 Aug 2021 05:00:00 -0000

Buckle up. This is Kim Fox, Tim Stewart and David Shifrin trying to figure out why people don't just take that extra little beat to think about how what they're about to say (or not say) is going to be received by the people hearing it. Check out all the best healthcare communications and marketing, plus a regular roundup of the stories that matter most to healthcare providers today, by subscribing at jarrardinc.com/pod

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Payers and Providers Square Off

Fri, 20 Aug 2021 12:00:00 -0000

We published a special report looking at the rising tension between payers and providers. It has insight from our network and our team, as well as survey results from the public on where they pin the blame for the high cost of healthcare - insurance companies, hospitals, doctors or something else. We also spoke with Wendell Potter a former insurance company communications executive turned healthcare reform advocate and insurance company critic. Here, Justin Gibbs and David Shifrin debrief on everything they've been hearing during the development of this project focusing on the relationship between hospitals and insurance companies.

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Six Questions with Lee Aase, Healthcare's Digital Pioneer

Fri, 06 Aug 2021 11:00:00 -0000

This week, we at Jarrard were very proud to announce that Lee Aase had joined us in an of-counsel role. Lee just retired after more than two decades at the Mayo Clinic where he was genuinely a pioneer in digital tools and social media for healthcare. He'll be working with Reed Smith, our VP of digital, along with our digital team and of course our clients to build their digital strategies for the future. We jumped on a call with Lee to ask a few questions about his perspective on healthcare and to generally introduce him to those who may not be familiar with his work.

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You Sound a Little Funny Today

Fri, 30 Jul 2021 11:00:00 -0000

MedCityNews published an article this week titled The Inconvenient Truth of Convenience. It points out that the remarkable convenience provided by telehealth can lead to negative consequences, as well. It then goes on to talk about other examples of this and what providers can do to limit the potential problems. As we were discussing this article, Yolanda James brought up her grandmother and also a story about a woman in Alaska. The point of this podcast is to take a topic that we're looking at in our weekly newsletter - In this case, telehealth -and then expanding the conversation to things that we can't really cover in 600 words.

We had Yolanda jump on the podcast because her stories fit that bill perfectly. The question was ostensibly about how to use telehealth effectively. She shows throughout our conversation that that's not really the core issue.

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KIM & TIM: Uniforms, Nanny States & TikTok

Fri, 23 Jul 2021 17:00:00 -0000

President Biden came out swinging against social media companies last week saying they were responsible, not just for the misinformation that's being posted on their sites, but also the consequences of that misinformation. Not long after, on CNN and a couple of other outlets, Surgeon General Vivek Murthy backpedaled a bit without exactly absolving the tech companies. So there's politics, social media, digital angst, misinformation and finger-pointing. It's a perfect recipe for Kim Fox and Tim Stewart to jump in.

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Dear Hospitals, Don't Duck. Fight.

Sat, 22 May 2021 11:00:00 -0000

Our CEO David Jarrard, and Partner and M&A lead Isaac Squyres confer on the flood of news this week – mostly critical – about hospitals and consolidation. That includes the frontline documentary called The Healthcare Divide and the Senate Judiciary Committee hearing digging into consolidation and antitrust. In that hearing all but one participant – so that’s bipartisan consensus – expressed concern about consolidation. Not a great if you're a hospital. Then, right after we recorded this conversation, the New York Times ran an article digging into the massive bills many covid patients face. It focuses on insurance companies rather than hospitals, but it’s not a big leap to see where the story could go.

This podcast is a companion to commentary we provide in our weekly Quick Think email, which is only available to subscribers. It's a good conversation but you’ll get even more out of it with The Quick Think, so go to jarrardinc.com/pod to sign up.

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CVS & Mental Health: Running the Gauntlet of Vice

Sat, 08 May 2021 10:00:00 -0000

CVS has joined Walmart by placing mental health professionals in a few of its HealthHUBs across the country, with plans to expand. It's much needed competition and increased access and de-stigmatization for mental health and should represent a win for consumers. At the same time, it creates some challenges for traditional providers and there are still a number of questions for CVS. Here, Jarrard Inc. AVP Dan Schlacter gives his take.

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When People Say Mean Things Online

Sun, 25 Apr 2021 11:00:00 -0000

Reed Smith, Vice President of digital strategy at Jarrard Inc. wonders why in the world healthcare providers wouldn't want to manage their online reputation. And then he explains how healthcare providers can manage their online reputation - things like Google and Yelp reviews. It's hard work but worth it to avoid getting swamped by negative reviews and, worse watching patients leave for another hospital or doctor's office.

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Digital Digest: The Q1 Lowdown on Digital Healthcare Marketing

Thu, 01 Apr 2021 20:21:19 -0000

Over the last year, healthcare marketers have run from thing to thing to keep up with the constant changes at their organizations. There's been no time to pause for breath and look out past today. But that needs to happen now, especially as attention is returning to the patient experience and digital tools, along with patient acquisition and retention. So we caught up quickly with Reed Smith, our VP of digital strategy, to see what he's tracking is the industry shifts back towards consumerism, interoperability, telehealth and patient experience. And, internally, the need to review internal communications tactics and channels.

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KIM & TIM: Running Through the Tape

Mon, 29 Mar 2021 11:00:00 -0000

Spring is here, vaccines are out of freezers and in people's arms, public venues are reopening and Krispy Kreme is handing out free donuts. Meanwhile, the CDC is still telling us to keep our masks on, the headlines look very pre-pandemic (and not in a good way) and new COVID-19 cases are twitching back up. So...are we allowed to be optimistic yet? In the latest with Kim Fox and Tim Stewart, we get real about "Hanxiety" and how far our obligation to others goes. We also talk about how our friends at hospitals and health systems can leverage the trust they have and help push us towards the bright sunny optimism that we're all looking for.

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UPDATE: Deliberate Noncompliance with Price Transparency

Mon, 22 Mar 2021 12:42:41 -0000

We're talking about price transparency. There's been increased attention on the topic as we come up on three months since implementation of the new CMS price transparency rule and as the industry and the media starts to shift away from the pandemic a bit to look at what comes next. We're seeing increased attention on whether or not providers are compliant with the new rule. And James Cervantes, associate Vice President in our National and Academic Health System Practice, has been looking very closely at the price transparency, interoperability and consumerism,and working with clients on communications around these issues.

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J|INSIGHTS: Healthcare Consolidation in the Spotlight

Mon, 15 Mar 2021 11:00:00 -0000

Today we're catching up on healthcare mergers, acquisitions and partnerships with CEO David Jarrard and Isaac Squyres, a partner in our regional practice and leader of our M&A team. What does consolidation look like post-COVID-19 and under the Biden administration? David and Isaac are watching this issue closely, as is our network of brokers, transaction attorneys and strategy experts across the country. We recently surveyed that network to get a sense of the trends to expect in 2021, and the short version is that even as there will be a lot of legal and regulatory wrangling, it's more important than ever to have a clear purpose and a clear story to tell about the value of care that hospitals provide and why a transaction is the right thing to do. Scale for the sake of scale won't cut it.

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Psychology, Communications and Vaccine Hesitancy

Mon, 01 Mar 2021 12:00:00 -0000

A couple of weeks ago, we ran a conversation between Molly Cate, founding partner and chief innovation officer at Jarrard, Dr. Mark Wenneker, a partner at The Chartis Group and primary care internist who leads Chartis' behavioral health practice, and Dr. Danny Mendoza, a psychiatrist with the Beth Israel Lahey Health System and an expert in behavioral health integration. In that conversation, we looked at some clinical principles healthcare leaders can apply to their teams, patients, and the public to allay fear in this bizarre pandemic world we've been living in.

It was all rooted in a white paper that we published along the same lines. You can find that white paper at jarrardinc.com. But as we went through that first conversation, and as things continued moving forward in the vaccine rollout, it became clear that the principles applied to vaccine hesitancy as well. There's a whole second discussion to be had with Wenneker and Mendoza about some of the psychology behind hesitancy and how healthcare providers can sort of guide people rather than push them. This is that conversation

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Cedars-Sinai: Changing the Trajectory Through Community Partnerships

Mon, 22 Feb 2021 12:00:00 -0000

This conversation with Dorian Harriston, associate director of brand strategy at Cedars-Sinai, started out as an invite to talk about vaccine related outreach to minority and underserved populations. We do have a blog post that goes into some of Harriston's written answers to those questions, but this went much further, much deeper.

We talk about how Cedars-Sinai has created an environment over the course of years to position themselves as a trusted, valued partner within the LA community. And really it's not community, but communities. That role as a community partner has allowed them to serve in unique ways during the pandemic. You'll hear a common theme from Harriston that effective communication is more about listening and letting others tell their stories than trying to push information.

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KIM & TIM: This Isn't a Church Potluck

Mon, 15 Feb 2021 12:00:00 -0000

Sometimes the title of a podcast picks itself. Today, our two favorite outspoken insiders, Kim Fox, and Tim Stewart, take on the vaccine rollout. It's been rocky, and there's plenty of blame to go around, but there's still time for hospitals, health systems and other healthcare providers to swerve around the potholes.

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Safe to Return: Behavioral Health and Pandemic Anxiety

Fri, 12 Feb 2021 15:23:00 -0000

We are living in a pivotal moment for healthcare organizations as they face an unprecedented, existential threat.

Today’s healthcare leaders – from clinicians to executives – face a vexing challenge: how to successfully lead their organizations, patients and communities through a global pandemic. There is great opportunity in making changes to fulfill their missions and provide care and support to patients, the public and employees. A new approach to influencing and driving change is needed – an approach built from established clinical principles combined with effective communications practices.

Since behavioral health clinicians work daily to reduce patients’ anxiety and help them feel comfortable in specific situations, we turned to this field for insight. In addition to asking for ways to address pandemic-inspired anxiety and fear, we have captured their actionable advice on how healthcare leaders can most effectively guide their organizations today.

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J|INSIGHTS: Healthcare Boards - A Time for Courage

Fri, 05 Feb 2021 14:00:00 -0000

Our CEO, David Jarrard, and Michael Peregrine of McDermott Will and Emery spoke in December about the relationship between hospital CEOs, their legal teams and their boards. The focus was on the increasing expectations for healthcare CEOs to be visible and out in the community as public figures, speaking to important issues of the day.

Now, as we're well into the new year, Michael and David take stock of what healthcare boards need to be thinking about going forward and doing some internal reflection about their role and responsibility - even who needs to be involved on the board going forward. There's some tough love, there's some hard talk. But they're necessary conversations for healthcare leaders to have today.

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FEATURE: Haven Healthcare - Successful Sandbox or Disruption Disaster?

Fri, 15 Jan 2021 20:58:00 -0000

Last week, word came out that Haven, the disruptive healthcare collaboration between Amazon, Berkshire Hathaway and JP Morgan Chase was not going to disrupt anything. Three years after its inception, the project was shutting down. Despite everything else going on in healthcare, the announcement made pretty big headlines just as it had when it was launched. Why was it big news? And is there some larger lesson for healthcare to take from the failed project? Maybe the first question is, is Haven actually a failed project? What insights should we take from the whole three-year cycle? Over the course of a couple of days, we talked with several of our friends who work in different areas of healthcare to get their take: Lisa Bielamowicz, MD, president and co-founder of Gist Healthcare and a highly experienced radiologist; Marcus Whitney, partner at Jumpstart Health Investors with a particular interest in the role of technology and innovation in healthcare; Bryan Vartabedian, Director of Community Medicine, Texas Childrens Hospital The Woodlands and author of the 33 charts newsletter that explores medicine and technology (33charts.com); David Pate, MD, JD, the former CEO of St. Luke's Health System in Boise and of-counsel at Jarrard.

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J|INSIGHTS: Taking a Stand - Healthcare CEO Visibility & Legal Considerations, with Michael Peregrine

Fri, 18 Dec 2020 21:25:00 -0000

David Jarrard, CEO of Jarrard Inc. and Michael Peregrine, Partner at McDermott Will & Emery, discuss the changing environment for healthcare CEOs, the expectations on leaders to take a stand and how they can do that in a transparent way without stepping across legal lines. Hospitals and health systems are facing a new landscape today with social change and the COVID-19 pandemic, so the relationship between healthcare executives, their boards and their legal and communications teams is more important than ever.

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J|INSIGHTS: Vaccines Are Here - Communications Considerations

Fri, 04 Dec 2020 23:37:00 -0000

The moment has arrived.

With the UK granting emergency use authorization and Europe and the US FDA close behind, doses of Covid vaccines will be rolling through healthcare providers’ doors in the blink of an eye. And, with healthcare workers at or near the top of the priority list, providers must lay the groundwork now with the media, the public and employees about how they will distribute the vaccine(s) once they arrive and address safety concerns that arise. We got David Jarrard, our CEO, and Justin Gibbs, Vice President in our Regional practice and leader of our firm’s Covid task force, on the line to talk about the communications imperatives that are facing hospitals, health systems and other healthcare providers right now.

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KIM & TIM: A Glimmer of Hope

Mon, 23 Nov 2020 21:21:00 -0000

We got a great response from on the last podcast featuring Kim Fox and Tim Stewart, so we asked them to come back for another round. In both healthcare and society we felt like there's been a strange tension between moments of optimism/hope and pessimism thanks to the slog of ongoing bad news and now the third surge of COVID-19. So, we asked Kim and Tim to talk about that. They are never people to sugarcoat things, and the resulting conversation is real talk for healthcare providers.

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Election 2020: The Presidency, the Court or Congress?

Thu, 29 Oct 2020 21:26:29 -0000

A few weeks ago, we got a group together to spitball about the election with less than a week ago. We figured we'd do it again, putting ourselves on record, talking about what might happen when anything could happen. We'll know soon enough, or maybe we won't. In order of appearance the conversation included Tim Stewart, VP in our National and Academic Health System. Practice Justin Gibbs, VP in our Regional Practice and Isaac Squires, partner in our Regional Practice.

We'll continue to talk about the consequences of the election, especially since we should have at least some clarity soon. So be sure to subscribe to the high-stakes podcast on Apple podcasts or Spotify.

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KIM & TIM: Four Square Feet

Thu, 15 Oct 2020 11:00:00 -0000

When people feel helpless, they try to control whatever they can. That's what we're seeing today through the pandemic. Jarrard Inc. Partner Kim Fox and Senior VP Tim Stewart talk about this issue and where healthcare providers can offer some hope.

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Election 2020: What happened to healthcare?

Wed, 30 Sep 2020 20:25:08 -0000

The election is looming. There’s so much uncertainty, and if you’re listening to this on Wednesday, September 30, then you’re still probably like us, sitting on the couch, motionless, staring at your now switched off TV and some kind of empty glass in your hand trying to figure out what the crap happened last night. If anyone was hoping for clear answers to the uncertainty… that wasn’t it.

And yet, healthcare leaders need to prepare their organizations for, uh, well, whatever it is that’s coming.

We pride ourselves in looking around corners here at Jarrard, but even we aren’t 100% sure what’s coming. Still, we’ve got a lot of thoughts on the types of conversations that will be taking place around the election and healthcare. That includes some of the hotspots that will erupt – and by erupt I mean be part of the discussion among people actually looking at the issues, not erupt as in, well, last night.

But really, behind the tension and heat around the election and the incoherence of the debate, it’s worth pointing out some areas where providers could temper their expectations. For example, the ACA isn’t going to be repealed, or Medicare for All enacted, any time soon – regardless of who wins.

We got a group of our political junkies together to riff on what’s going on. Here, we’ve taken some highlights from that roundtable discussion. The conversation included – in order of appearance, our CEO David Jarrard, Vice President in our Regional Practice Justin Gibbs, Senior Vice President in our National Practice Tim Stewart, and Partner and Chief Operating Officer Kevin Phillips.

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FEATURE: One size doesn’t fit all - On being seen, heard & included in healthcare

Thu, 24 Sep 2020 19:31:00 -0000

Health disparities faced by communities of color across the country are no secret. Black and Latino populations face higher prevalence of and worse outcomes for many conditions. COVID-19 disproportionately affects people of color. The interplay between socioeconomic status and health is well-documented, access to care is challenge and bias – implicit and explicit – damages trust and creates barriers to care.

It’s long past time for that to change, and we have a responsibility to build a more inclusive, equitable and accessible healthcare system. It all starts with belonging.

In this episode, we hear from Marquise Stillwell of Openbox, Sonia Thompson of Thompson Media Group, Paul Matsen of the Cleveland Clinic and Matt Gove of Summit City MD on what diversity, equity and inclusion looks like in healthcare and how providers can make progress towards helping everyone feel - and be - seen when they pursue care.

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FEATURE: Patient Experience - Healthcare's prescription for capturing demand

Wed, 23 Sep 2020 05:00:00 -0000

This year, acceleration of existing trends happened across healthcare. Which, in turn, opened up the opportunity for providers to consolidate some of the positive steps they've taken and also reevaluate some things that still need improving That positions marketers of healthcare provider organizations to step in and lead the charge towards creating a new, better healthcare experience. In this episode, we hear from Marquise Stillwell of Openbox, Sonia Thompson of Thompson Media Group, Paul Matsen of the Cleveland Clinic and Matt Gove of Summit City MD on the role and mindset of healthcare marketing and communications teams today.

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Under the radar: Physician compensation with Angie Caldwell of PYA

Wed, 05 Aug 2020 11:00:00 -0000

Angie Caldwell is the Managing Principal of PYA's Tampa office. A significant amount of her work is around physician compensation, a topic that is right at the top of many, if not most or all, healthcare providers' lists of critical issues today as we sort through the financial fallout of the past few months. Here, Caldwell speaks with Jarrard Inc. CEO David Jarrard about physician compensation redesign, the shift to value-based arrangements - and resistance to it - and some issues running under the radar that providers need to bring to the surface.

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Art of Change: CEO Warner Thomas on stagnation and risk

Sat, 25 Jul 2020 11:00:00 -0000

Warner Thomas is president and CEO of Ochsner Health based in New Orleans, Louisiana, and he recently completed a six-year term on MedPAC. He has been with Ochsner for over 20 years, previously serving as president and COO. Between hurricane Katrina, the COVID-19 pandemic, and sitting at the table for discussions about Medicare and other federal healthcare policies, Thomas has comprehensive perspective on how the healthcare system became what it is today, and has a clear point of view for the future of healthcare. In this conversation for the Art of Change, Thomas talks with Jarrard Inc. partner and chief development officer Anne Hancock Toomey about that point of view. They discuss the importance of scale, the role of mergers and acquisitions, the value of a strong digital footprint, and the mindset of hospital and health system CEOs today.

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Mergers, acquisitions & partnerships in the new healthcare era

Thu, 23 Jul 2020 11:00:00 -0000

We just released the latest volume of Art of Change, our publication dedicated to unpacking how and why organizations change... or don't. In this volume, we explore healthcare mergers, acquisitions and partnerships for hospitals, health systems and health services companies. After speaking with almost 20 healthcare experts in law, finance, management consulting, investment and communications, we put together a series of articles outlining where we think the industry is headed. Here, Our CEO David Jarrard offers his thoughts on the Art of Change and gives some practical ideas for what it all means.

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The collision of past, present & future

Sat, 11 Jul 2020 12:00:00 -0000

We're back in another serious moment as COVID-19 cases continue to ramp up. And the controversy and noise and frustration in so many areas of society and healthcare have ramped up right alongside the coronavirus pandemic. But at the same time, we're beginning to look back on those first three or four months. Two, three, even four months ago, we - and several of our partners across the industry - were talking about the importance of taking notes and keeping a record of what you're doing and why. Because, we said, some point in the future people are going to come asking questions. That future is here. Questions about use of federal relief funds, billing practices, testing, staffing changes, and so much more. Here, CEO David Jarrard talks about the collision of past, present and future and how leaders can look back while also looking forward.

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Awkward messages

Thu, 02 Jul 2020 14:58:12 -0000

The challenges for healthcare providers continue and they continue to evolve the messages that need to be delivered by hospitals and health systems are confusing, even counterintuitive. The public is asking questions about furloughs are taking place even as hospitals receive federal relief funds. Volumes are returning but operations are still altered. In short, traditional messaging has broken down a bit for healthcare providers. Issues like the cost of healthcare, social justice, COVID-19, patient experience and more are creating a swirl of difficult stories to tell. Here, David Jarrard talks to Tim Stewart, a VP in our National and Academic Health System practice about those awkward messages, why they're happening and how hospitals CEOs and board members should respond.

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Art of Change: What do we know now? Stability v. Change

Thu, 18 Jun 2020 18:26:46 -0000

There’s a lot of discussion about the long-term future of healthcare. But so much of our work is in and for the moment – next week, next month, next 90 days. Industry leaders are asking, “What do we have to do today?”

To bridge the gap between what the industry practically needs today so it can fulfil its mission for the future, we convened four Jarrard Inc. partners who’ve been in the weeds to talk about what’s really going on in this new healthcare epoch. The idea was to sort through what we’ve seen and to consider what it looks like to make healthcare better today. Sharing their intel were:

In an ironic twist for a publication focused on helping healthcare leaders drive change, our team was adamant that creating a sense of stability is imperative today for hospitals and health systems.

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17 workgroups, one nimble AMC

Wed, 10 Jun 2020 11:56:59 -0000

Academic medical centers have a reputation for innovation in education and research, but aren't necessarily considered to be the most nimble of organizations in terms of operations. Dr. Arick Forrest has shown that doesn't have to be the case. Forrest is the Vice Dean of Clinical Affairs and President of OSU Physicians at the Ohio State University. Here, he joins Jarrard Inc. CEO David Jarrard to talk about how OSU was able to move quickly and be a nimble organization during COVID-19, and then how that experience is informing the health system's operations going forward.

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J|INSIGHTS - Disaster movies and character tests

Sat, 23 May 2020 11:00:00 -0000

A few weeks ago, Nancy Gibbs wrote a column in the Washington Post titled, Forget swabs. We all need to take a character test.. It caught the attention of our CEO, David Jarrard - so much so that more than two weeks later we were still discussing it. Here, we talk about the clarifying nature of crises and the way we're entering a time of testing for healthcare organizations...and the individuals leading them.

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Restarting responsibly: A conversation with Sandra DiVarco, McDermott Will & Emery

Thu, 21 May 2020 13:20:02 -0000

Healthcare providers of all types are under pressure - financial and, in some cases, social and political - to restart elective procedures and get back to "normal" operations after COVID-19. But there are risks to that process if it's not handled well. In this conversation, Lauren McConville, partner at Jarrard Inc., and Sandra DiVarco, partner at McDermott Will & Emery, overlay some of the legal/regulatory and communications considerations hospitals and health systems need to mitigate risk and move quickly but responsibly.

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"The change has been staggering": Digital transformation during COVID-19

Mon, 18 May 2020 11:00:00 -0000

You could argue that AVIA exists for a moment like this. COVID-19 brought about a sea change in healthcare. After years of slow adoption, tools like telehealth saw exponential growth in days. The way health systems thought about delivering care changed out of necessity. It has been incredibly difficult on many levels, yet it has also opened up a massive opportunity for healthcare to shift into a new way of fulfilling its mission. This is where AVIA comes in. AVIA serves as a transformation partner for healthcare providers. They focus on driving capabilities that use digital tools to scale and advance care in new ways. And so, when it came time to understand what's going on with the digitization of healthcare in the wake of the coronavirus pandemic, AVIA was the obvious place to go. Here, Jarrard Inc. partner Molly Cate speaks with AVIA president Linda Finkel and executive vice president Cynthia Perazzo about telehealth, healthcare delivery, digital tools and more.

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Local media on the ropes: What does it mean for healthcare?

Wed, 13 May 2020 22:13:43 -0000

Cision just released their 2020 state of the media report. Between that, and the fact that there's always something to talk about when it comes to the media - especially in these days of COVID-19 - we decided to do exactly that. Tim Stewart - and a small bird outside Tim's home office - joined Jarrard Inc. editorial manager David Shifrin to look at trends in journalism and the relationship between reporters and healthcare providers. Tim is a vice president in Jarrard's National and Academic Health System Practice. He's got a good eye for what's going on in the media and he's well known around here for asking tough questions and considering root causes. In short, Tim is not one to take things at face value. Which is exactly what you want in a podcast...

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"Is this a good place to work?" Online reputation management and answering the right questions

Thu, 07 May 2020 13:16:40 -0000

What does online reputation management look like as the initial, acute phase of the coronavirus crisis recedes? Reed Smith is the VP of digital strategy at Jarrard Inc., and he's looking closely at the online reviews and feedback providers are receiving today. There are questions about safety, messages about PPE, things that providers did not see before COVID-19. And, while some of that feedback is coming from the general public, a lot of it is coming from employees. Hospitals need to watch carefully to understand what people are saying about them - internally and externally - supporting their employees and ensuring they're not squandering the goodwill garnered during the pandemic.

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Fallout from COVID-19: Addressing fear among the community and fear among providers

Sat, 02 May 2020 11:00:00 -0000

Jarrard Inc. just completed a survey in partnership with Public Opinion Strategies, surveying, American adults across the country to get a sense of their perception of the healthcare industry and how they will interact with it going forward. One of the major findings is that people are scared to go back to hospitals. That's not particularly surprising. But what is surprising is that healthcare providers and their families don't feel much safer than the general public. That's concerning for multiple reasons, and David Jarrard and David Shifrin get into those results to discuss.

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Rural hospitals: Defining "value" and developing partnerships in the new era of healthcare

Mon, 27 Apr 2020 16:56:41 -0000

The COVID-19 pandemic has put a massive financial crunch on healthcare providers across the board. Many rural and community facilities, struggling before coronavirus, are now on the edge. The decline in ED volume, the cancellation of electives, and the rise of telehealth have changed both models of care and the finances of rural providers. It'll be a tough road ahead, but there are some ways for these organizations to adjust their operations and also seek out new partnerships to help ensure they can continue offering care in their communities. In this conversation with Pete Lawson, we explore some of those challenges and opportunities.

Lawson has more than 35 years of experience in both healthcare operations and mergers & acquisitions. He's spent time with both investor owned and not-for-profit health system, and has served as a hospital CEO and multi-facility corporate leader. Now, as a consultant and strategist, he brings his background on both the buy side and sell side to guide client hospitals through the transaction process.

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Recasting the future: An in-depth look towards the next era of healthcare

Sat, 25 Apr 2020 17:08:48 -0000

Difficult as it is, now is an important moment for healthcare leaders to begin examining what the future - of the industry and their organization - could look like. Dr. David Pate, recently retired CEO of St. Luke's Health System and of counsel at Jarrard Inc., and David Jarrard, go in depth on several topics that will help leaders prepare. It's an important conversation, as it provides vision about where healthcare providers could be headed along with some very practical advice.

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Managing FTEs: Perspectives from communications and law

Thu, 23 Apr 2020 11:00:00 -0000

Healthcare providers have been faced with difficult decisions regarding staffing throughout the coronavirus pandemic. Many hospitals, health systems and health services companies have pursued furloughs, layoffs and pay cuts in order to help ensure the viability of the organization going forward. When making these changes, ensuring the appropriate legal approach has been taken is necessary to minimize risk and liability. At the same time, clear communications is critical, both to mitigate risk and to be as compassionate and transparent with the affected individuals as possible. Here, Jesse Neil, partner at Waller, and Molly Cate, partner and chief innovation officer at Jarrard Inc., discuss some of these considerations and areas where law and communications overlap in dealing with FTE management and healthcare staffing issues.

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Caring for the caregiver- Principles of leadership and change

Tue, 21 Apr 2020 21:13:00 -0000

Dr. Tony Briningstool is an emergency room physician and the Senior Vice President and Chief Medical Officer at American Physician Partners.

A huge area of focus for Dr. Briningstool is on what we call caring for the caregiver – how to support clinical staff and build teams to reduce the incredible problem of burnout and moral injury among physicians.

Those issues, of course, are of even greater concern during COVID-19. And so Dr. Briningstool spoke with Jarrard Inc. chief innovation officer and founding partner Molly Cate about how he and the APP team approach positive, proactive leadership and what COVID-19 could mean for the future of healthcare as it relates to clinicians.

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Making plans when ambiguity reigns

Mon, 20 Apr 2020 18:00:00 -0000

Questions and concerns about how stimulus funds are being distributed – and spent – are growing, changing with each new announcement from the government.

How do hospitals keep up with a situation that seemingly evolves by the hour, especially when the situation isn’t just the medical realities of an evolving viral pandemic but also the response to it?

We recently talked to Martie Ross, Office Managing Principal in the Kansas City office of PYA to break down some of the opportunities and nuances in the various stimulus funds coming online – and the situation evolved even in the 24 hours following our conversation after HHS began distributing some of the funds. Ross and her PYA colleagues have dissected some of the requirements around those funds here, but even now ambiguity remains. With all the confusion, frustration and scrutiny, what are some general considerations for providers to ensure that they stem the bleeding now and take advantage of opportunities to position themselves for the future.

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The next questions: Stabilization and recovery

Sat, 18 Apr 2020 13:39:51 -0000

We've seen a shift in the COVID-19 pandemic over the past few days. As social distancing and other efforts appear to be flattening the curve, hospitals are beginning to look towards what comes next. It's no longer just about dealing with the day-to-day operations of pandemic response but also about how to stabilize the organization, bring services back on line and develop an appropriate financial plan for the future. Our CEO David Jarrard has been thinking a lot about these issues in the context of how leadership - both the hospital board and the executive team - should respond to the shift and the questions they need to be asking.

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Today and tomorrow: Maximizing the benefits of Stark Law waivers, with Carol Carden of PYA

Fri, 17 Apr 2020 17:13:36 -0000

Offer help and take good notes.

That’s the abbreviated recommendation by Carol Carden for hospitals and health systems looking to take advantage of new Stark Law waivers during COVID-19. As managing principal of valuation services at PYA, Carden has been closely watching what HHS activity means for physician compensation.

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Maximizing people in the moment

Sat, 11 Apr 2020 11:00:00 -0000

As healthcare providers are undergoing a range of situations right now, with some entering their COVID-19 surge or in the middle of it, and others still steadying for it, the emotional strain on caregivers on the front line is continuing to grow. And so I asked our CEO, David Jarrard, to talk about how leaders can show care for those caregivers, remain connected with them, and help alleviate some of that tension that they're facing.

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Words of War? Choosing the Right Language for Your Culture

Mon, 30 Mar 2020 22:32:14 -0000

Language matters, and it especially matters during a crisis like COVID-19. The language healthcare organizations use needs to reflect the culture and the mission of that organization. It might be words of war, it might be something else. The key is to reflect who you have always been in the words you choose.

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Looking towards healthcare after COVID-19

Fri, 27 Mar 2020 17:05:00 -0000

This is part two of our conversation with Dr. David Pate, former CEO of St. Luke’s Health System and now serves on the Idaho COVID-19 task force. Here, Dr. Pate discusses the ways COVID-19 could reshape the healthcare industry and accelerate trends already underway. And, he talks about how hospitals, health systems and healthcare leaders can prepare. Most importantly, Dr. Pate sends a message to all the healthcare workers on the front lines caring for patients during this difficult and dangerous time.

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Knowledge calms fear: Dr. David Pate on leadership during COVID-19

Fri, 27 Mar 2020 17:00:00 -0000

Dr. David Pate retired as CEO of St. Luke’s Health System in Boise, Idaho at the end of January. A couple of weeks into retirement, he received a call from the Governor asking him to serve on the state’s COVID-19 task force. Since then, he has been focused on what’s happening with the pandemic, how to deploy resources appropriately and where things might be headed next. Here, he discusses the critical need for strong leadership and clear communication from hospitals, health systems and healthcare leaders in the acute phase of this crisis. This is part one of a two part conversation.

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Why did you come to work today?

Mon, 23 Mar 2020 22:57:52 -0000

As COVID-19 continues to spread, a lack of resources and medical supplies contributes to the frustration that many health systems in the US are feeling right now. That, along with the intensity and strain of the work facing so many physicians, nurses and support staff, could have a significant impact on patient care. As hospitals prepare for potential capacity issues, everyone is scrambling for extra beds, nurses, doctors, PPE… the list goes on.

However, there’s an opportunity for health organizations to excel and overcome this challenging moment. Take the time to ask yourself and your staff, “Why did you come to work today?” Because that answer is what’s going to carry you through to the other side.

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COVID-19 strategy: The outlook, action and impact on the industry, Part 3

Wed, 11 Mar 2020 22:46:00 -0000

This is the third and final part of the conversation between our CEO David Jarrard and Emily Evans of Hedgeye Risk Management. Be sure to take a listen to parts one and two, there’s a ton of great insight there. Here, Evans and Jarrard talk about the stock market and areas of vulnerability for hospitals. In addition, Evans turns the tables and asks Jarrard a few questions about what our firm, Jarrard Phillips Cate and Hancock, is hearing from clients.

As a reminder, we recorded this on March 11, so things may – and probably will – look different by the time you’re hearing this.

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COVID-19 strategy: The outlook, action and impact on the industry, Part 2

Wed, 11 Mar 2020 22:45:00 -0000

This is part two of the conversation between our CEO David Jarrard and Emily Evans of Hedgeye Risk Management. If you missed part one, we'dhighly recommend going back and checking it out. Here, Evans and Jarrard talk about access to care, the political implications – including Medicare for All – public health and personal responsibility, and the opportunity for telemedicine, among other things. As a reminder, this was recorded on March 11 so things may have changed by the time you hear this.

if you find it valuable – and you will – be sure to share it with your colleagues, and subscribe to High Stakes on Apple Podcasts or wherever you’re listening now.

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COVID-19 strategy: The outlook, action and impact on the industry, Part 1

Wed, 11 Mar 2020 22:44:00 -0000

Things are developing incredibly quickly with the novel coronavirus COVID-19 and today we recorded a conversation between our CEO David Jarrard and Emily Evans, the Managing Director for Healthcare Policy at Hedgeye Risk Management. Normally we don’t date these podcasts but because things are moving so fast, we'll let you know that this was recorded on Wednesday, March 11.

It was a long conversation so we’re running it in three parts. You’ll want to listen to them all – it comes out to 38 minutes total. In this first part, Emily and David talk about the loss of trust in institutions, the overall outlook for the next few weeks, and where PE-back groups fit in to the COVID-19 response.

if you find it valuable – and you will – be sure to share it with your colleagues, and subscribe to High Stakes on Apple Podcasts or wherever you’re listening now.

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The Houston Astros and how to not create a PR crisis

Tue, 25 Feb 2020 20:51:00 -0000

The Houston Astros made every mistake in the book.

It's not great for their fans or their organization, but it does give us a new angle to talk about crisis communications. In this conversation, editorial manager David Shifrin (Colorado Rockies) is joined by associate vice president Tim Stewart (Chicago Cubs) and vice president Steve Patterson (Detroit Tigers) to talk about lessons from a very strange cheating scandal in Major League Baseball and how they apply to healthcare - or any industry, really.

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DIGITAL INTERVIEW - Online Search in Healthcare with Carrie Liken and Reed Smith

Wed, 19 Feb 2020 12:00:00 -0000

Carrie Liken is the Head of Industry for Healthcare at Yext, a technology company that helps organizations manage their brands online. For healthcare providers, Yext helps create, manage and analyze information that will show up to the right patients at the right time. According to Yext, most patients search for information about a doctor or provider online, but only a few look at the provider’s website before scheduling an appointment. That means healthcare marketers need to ensure that properties across the web – not just their own site – are in good shape.

Here, Carrie talks to Reed Smith about a few keys points healthcare marketers and digital strategists should keep in mind. My favorite note? The one that surprised me the most? The upside down website.

If you like what you’re hearing, be sure to subscribe, rate and review the High Stakes Podcast on Apple podcasts or wherever you’re listening now.

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M&A INTERVIEW - Distressed Hospitals with Pete Lawson

Mon, 17 Feb 2020 12:00:00 -0000

Pete Lawson has more than 35 years of experience in both healthcare operations and mergers & acquisitions. He's spent time with both investor owned and not-for-profit health system, and has served as a hospital CEO and multi-facility corporate leader. Now, as a consultant and strategist, he brings his background on both the buy side and sell side to guide client hospitals through the transaction process.

Here, he talks about what's going on with distressed hospitals, particularly (but certainly not exclusively) in rural areas.

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J|INSIGHTS - Coronavirus & communications with Aileen Bennett

Wed, 12 Feb 2020 22:44:22 -0000

The severity of the coronavirus outbreak continues to grow globally. And with it, the buzz and media attention and fear. At the same time, it’s not yet a big issue here in the US. Hospitals here generally aren’t on the front lines of combatting the outbreak. In this conversation, our CEO David Jarrard speaks to senior managing advisor Aileen Bennett about the situation and that gap between the attention that’s being paid to coronavirus with what’s happening inside the wall of US hospitals.

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PHYSICIAN ENGAGEMENT - Building Loyalty and Decreasing Burnout

Tue, 11 Feb 2020 12:00:00 -0000

The business relationship between physicians and hospitals is shifting.

It's thanks to new compensations models and new models for patient care, largely (but not exclusively) driven by the move towards value-based care. James Cervantes, associate vice president in the National Practice here at Jarrard Inc., brings a wealth of experience working on leadership structure, professional development and physician group management for hospitals and health systems. And, he's been watching the evolution of the physician-hospital relationship closely.

Here, he talks about some of the changes happening in physician employment models, including compensation and care delivery, and how administration can best work and communicate with physicians during this evolution of the care team.

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J|INSIGHTS - Moral injury & physician burnout

Fri, 07 Feb 2020 12:00:00 -0000

On this J|Insights our CEO, David Jarrard, talks about a really interesting article titled Beyond burnout: Docks Decry ‘Moral Injury’ from Financial Pressures of Healthcare. It's by Melissa Bailey over at Kaiser Health News and was published on February 4.

The idea of moral injury actually started in military and combat situations. It's this idea that it's not just stress and it's not just frustration with things being a certain way, but it's actually being in a position where you feel forced do something or not do something that, as a result of that action or inaction, leads to harm for someone. And we're seeing that as part of the massive burnout problem among physicians today.

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PATIENT EXPERIENCE - Frantic flu season and coronavirus panic

Mon, 03 Feb 2020 12:00:00 -0000

Some hospitals look like disaster zones during this year’s historically serious flu season.

And now the US is bracing for the potential threat of coronavirus, generating significant fear (and, it seems, somewhat masking the news about the flu).

Behind the scenes and away from the media buzz, many providers are taking drastic measures to handle increased patient loads and prevent the flu virus from spreading within their clinics and hospitals. And they are creating plans to prepare for and respond to a coronavirus outbreak. Visitor restrictions, security checks at entrances, all-caps warning signs, mandates to wear protective masks and even tents or makeshift intake areas are common.

While these precautions are essential, we believe you can still deliver a great experience, even in the midst one of the worst flu seasons in decades. Here are nine ideas you can implement today that will help prevent the flu from spreading, keep employees motivated, mitigate fear and build trust among patients and members of your community. In addition, these communications tips can be adapted if and when your organization faces other frightening and highly communicable diseases such as coronavirus.

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EVENT RECAP - Stock Picks and Super Tuesday: Highlights from the Nashville Health Care Council Wall Street Panel

Thu, 30 Jan 2020 12:00:00 -0000

The general outlook for healthcare remains positive…despite the election.

That was the core message presented from the stage at the 2020 Council Panel: Wall Street’s View on Prospects for the Health Care Industry, put on by the Nashville Health Care Council. Sitting on that stage were three healthcare finance wonks, plus a popular leader in the healthcare industry who took on the role of emcee. Milton Johnson, retired chairman and CEO of HCA Healthcare moderated the discussion

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INSIGHT - Healthcare marketing and online trends in 2020

Tue, 28 Jan 2020 12:00:00 -0000

Healthcare marketers have the tools they need. We’re neck deep in tools. 2020 is not the year of more tools.

Instead, it’s the year of finally using tools the right way and connecting them to the bigger goal – not just taking them out for a spin and running test campaigns divorced from what our organizations are trying to accomplish.

We see five areas where digital healthcare marketing needs to look at this year. As the year goes on, we’ll dig in and focus on specific tactics and best practices for each.

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J|INSIGHTS - J.P. Morgan recap with Anne Hancock Toomey

Tue, 21 Jan 2020 12:00:00 -0000

Founding partner and chief development officer Anne Hancock Toomey spent most of last week in San Francisco at the annual JP Morgan Healthcare Conference. And, like most of the 50,000 healthcare executives in town, she never set foot in the Westin for the actual conference. Instead, she spent 16-hour days traversing the hills of San Francisco to meet with those who are otherwise busy delivering superior healthcare, disrupting an antiquated model or financing and advising those in either of the former groups. It was exhilarating (and, yes, exhausting) to break bread with some of the brightest minds in healthcare.

In nearly every conversation, she asked healthcare executives the same question:

In 2020, what’s one offensive move health systems and providers should make and what’s one defensive move they must make given the headwinds and call for transformation in the industry?

Their feedback grouped nicely into a handful of themes: taking cost out of the system, focusing on the consumer experience, forging smart partnerships upstream and down and scale, scale, scale.

Here, Hancock Toomey and CEO David Jarrard discuss what she heard.

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ART OF CHANGE - Season One in Review

Fri, 17 Jan 2020 12:00:00 -0000

Our CEO, David Jarrard, reviews the first season of Art of Change and explains what he's learned from our conversations with healthcare leaders over the past year.

We created the Art of Change because we felt the phrase itself captured the heart of our firm. Change done well is an art. And we began a voyage through stories and videos and illustrations to capture that art, asking, “What does it look like?” and, “What kind of stories could we create to try to capture that lightning in a bottle?

One of the things I'm most delighted about in the series is how many leaders we've been able to talk to around the country who have demonstrated their great skill at the art of change. And they all do it differently. They all bring unique experiences and unique culture and understanding of their people and their environment to make the art of change happen in a way that works for them. So, one of my favorite learnings out of this series is that there is an art to change –There are some fundamental principles that make it successful. But in execution it can be as different as an oil painting to a statue.

There are parts of the Art of Change that could have been written a hundred years ago because people are people, and change is change and people are going to be resistant to it. The fundamental principles are the same. But what we've developed over the last year is catching the art in the moment. It's like a piece of amber: This is the art today. If we wrote it five years ago, the principles would be the same but the environment different, and the nuances would change.

So, for a leader today, it's less about understanding exactly what ROI or business considerations changed or what structure was followed then versus now. Instead, it’s an appreciation of the principles and how they apply to who the leader is. Not just for the year that they are about to embark upon but for today: “If there are ten rules to the art of change, what are the three that apply as I walk the halls this afternoon?”

That's a great touchstone for anybody and how we hope you will use these principles.

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J|INSIGHTS - Hospitals under scrutiny: What healthcare leaders can do

Thu, 16 Jan 2020 12:00:00 -0000

In the previous conversation with our CEO David Jarrard, we talked about what's going on with the increasing scrutiny being placed on hospitals and health systems by the media, the public and politicians. We also talked about what healthcare leaders can do to prepare their organizations. Here, Jarrard discusses what those same leaders can do personally to prepare and perhaps even change the way they approach their job in order to lead their organizations through an uncertain year.

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J|INSIGHTS - Hospitals under scrutiny: What's happening

Mon, 13 Jan 2020 12:00:00 -0000

It's become apparent over the past few months that the perception of hospitals and healthcare providers as a whole has changed. Even in the last couple of weeks, numerous stories have appeared in the media placing healthcare providers under new levels of scrutiny - and appropriately so. On top of that, it's a presidential election year, adding an additional layer of pressure. Our CEO, David Jarrard, thinks that this trend will only increase in 2020. What is going on and how should healthcare leaders respond? Glad you asked...

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J|INSIGHTS - Have an answer in the 2020 political season

Thu, 09 Jan 2020 12:00:00 -0000

January 1 rolled around and election season kicked off. Ok, it was already well under way. But with the new year things are ratcheting up and the first primaries are just a couple of months away. With the increased scrutiny being placed on hospitals in general, and the many different political approaches to healthcare among the candidates in this cycle, how should healthcare leaders prepare and respond? Our CEO, David Jarrard, has some thoughts.

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J|INSIGHTS - Unmet expectations: Quality & patient experience after a merger

Mon, 06 Jan 2020 12:00:00 -0000

Last week, the New England Journal of Medicine published a paper showing that hospital mergers don't do much to change several key metrics in quality and experience. And in the one place where the numbers do change - patient experience - they're worse. Under normal circumstances a paper showing little to no change in the key outcomes studied wouldn't get much attention. The problem here is that hospitals have long touted these metrics as reasons for a merger. It's more about the unfulfilled expectations - set by hospitals themselves - that made it a story. Here, our CEO, David Jarrard, explains what's going on and what healthcare leaders can do to make sure it doesn't happen in the future.

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DIGITAL INTERVIEW - Healthcare Cybersecurity & Crisis Response with John Mason and Reed Smith

Thu, 02 Jan 2020 12:00:00 -0000

Do you know your local FBI agent? You should.

John Mason is SVP and CIO at Quorum Health. He joined Reed Smith, our VP of Digital, here at the office to talk about healthcare cybersecurity. In this conversation, John and Reed discuss:

Myths and misconceptions about healthcare cybersecurity and data breaches
Who within a healthcare organization is responsible for dealing with cybersecurity incidents (and it's not just the CIO and IT department)
Marketing and Communications' role in preparing for and responding to data breaches and other cybersecurity issues
What's keeping CIOs up at night (the internet of things and more)
And that FBI thing - you need to know local and federal law enforcement before your hospital or health system is breached

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ART OF CHANGE - Faith Family Medical Center

Wed, 18 Dec 2019 14:05:00 -0000

Jarrard Inc. has had the great privilege of working with Faith Family Medical Center for the past couple of years.

They are a community clinic with a mission to provide the residents of greater Nashville who are uninsured or underinsured with affordable, quality primary medical care. While the numbers don’t come close to describing the impact of their work on people from across middle Tennessee, you can get a sense of how significant it is in the fact that they provide around eight million dollars worth of care each year on a two million dollar budget.

We spoke with Dr. Parker Panovec, Faith Family’s chief medical officer, and CEO Laura Hobson to get a better understanding of how they use listening and storytelling to provide outstanding care to the Nashville community. Simply put, they don’t have the resources to be anything but efficient, which means the entire team is dialed in to their mission and to the needs of both the community and individual patients.

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ART OF CHANGE - Lessons on listening from palliative care, with Dr. Michael Fratkin

Wed, 18 Dec 2019 14:04:42 -0000

The end of life can teach us a lot about leading in high-stakes situations.

Dr. Michael Fratkin was a burned-out palliative care physician in an under-resourced clinical setting. Fed up with the way things were going, he “had enough crazy or coffee” in him five years ago to step out of the typical healthcare box and build something new. The result was Resolution Care Network, a palliative care organization that seeks to bring “capable and compassionate care to everyone, everywhere in the face of serious illness.”

Fratkin’s job as a clinician can only be successfully accomplished through carefully listening to and understanding who his patients are, what they want out of life, where the gaps or challenges have been in the past and then creating a plan with them that takes into account both their personal and medical situations. He’s helping people make decisions at perhaps the most vulnerable time of their life, helping them live as well as possible during their remaining days.

In addition, as the leader of a healthcare organization designed to carry out a profound mission on a shoestring budget, Fratkin has had to build and maintain a team united on common goals. Here are some of his insights on listening and stories that apply to any healthcare leader.

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ART OF CHANGE - Dr. David Pate on Storytelling at St. Luke's Health System

Wed, 18 Dec 2019 14:04:08 -0000

Who knew a whiteboard cartoon character could change a hundred-year old organization… and the way people think about population health?

Through both careful listening and clever storytelling, St. Luke’s Health System, an eight hospital, 200-clinic healthcare system based in Boise, Idaho, figured it out. And a simple solution is moving the health of an entire community.

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ART OF CHANGE - Dr. David Pate on Listening at St. Luke's Health System

Wed, 18 Dec 2019 13:59:59 -0000

When Dr. David Pate retires at the end of January 2020, he will have led St. Luke’s Health System for a decade.

During that time, the organization has undergone radical change and plenty of garden-variety change. Like any healthcare executive, Pate has been in the middle of constant evolution, making hard decisions on how to transform the organization and position it for a future built on value and patient-centered care.

Today, he attributes St. Luke’s success to excellent collaboration among health system leadership and a willingness – by all stakeholders and at all levels – to listen. In addition, Pate individually and the organization as a whole have realized the value of distilling complex messages into stories to promote buy-in and create further collaboration. It’s a virtuous cycle.

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RAPID RESPONSE - What price transparency lawsuits mean for hospitals and health systems

Mon, 09 Dec 2019 12:00:00 -0000

Last week, several hospital groups filed lawsuits against HHS around the agency’s rule stating that payers and providers must reveal their negotiated rates. That rule was designed as part of the current administration’s push for price transparency. There’s been lots of excellent discussion about the lawsuits, and whether HHS even has the authority to create a rule forcing transparency around private negotiations.

But the real issue isn’t CMS/HHS. It’s consumers. The bottom line? Patients don’t want to know hospital prices. They want to know how much it will cost them. If people know what’s medical care is going to cost them ahead of time, they’re more likely to pay.

Even if the government's efforts to impose price transparency are unsuccessful, the core issue won’t go away. Consumers are not going to let it. So, however the legal situation plays out, hospitals and health systems shouldn't just sit by and wait until the dust settles. Here’s what Kim Fox, Partner and Regional Practice Lead at Jarrard Inc, says they can do today.

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MARKETING INSIGHT - It’s All Just Marketing

Wed, 27 Nov 2019 06:00:00 -0000

This idea that healthcare is doing digital marketing is absurd.

Hospitals and health systems are just doing marketing. The execution may be digital, it may be traditional. And the weight of one or the other will be based on whom you’re trying to communicate with and your goals and resources. But it’s all just marketing.

It’s not that we shouldn’t have subject matter expertise within a hospital marcom department. But we’ve talked too much about digital versus traditional. We should focus on what we’re doing – trying to communicate in the most effective way to protect our audience and our patients– rather than making too big of a deal about how we’re doing it.

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INSIGHT - External messaging starts with internal communication

Tue, 26 Nov 2019 12:00:00 -0000

Worrying about what people outside your hospital or health system think about you is important. Just as important? Ensuring your staff, clinicians and hospital leadership are on the same page. Done right, strong internal communications and message training will build a group of powerful advocates for your healthcare organization. Done wrong, they'll either be passive bystanders or - worse - devastating detractors. Make sure you have a clear and ongoing focus on internal communications and message training

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MARKETING INSIGHT - Making Marcom Work Through Internal Collaboration and Communication

Thu, 21 Nov 2019 06:00:00 -0000

When it comes to healthcare, everyone’s talking about care team collaboration. But that’s not the only place where hospitals need to focus on team dynamics.

As our colleague Reed Smith has noted repeatedly, marcom departments have historically been distant from other groups within a hospital or health system. Marketers have been back in the corner, executing campaigns and measuring what they can while comms teams have huddled up with leadership dealing with a story or issue. Neither team has been deeply involved in strategy.

Best practices, however, put a good healthcare marketing and communications team right in the mix, helping leadership set priorities and enabling other employees to use communications tools effectively.

We’re not the only ones thinking about this. There was a great deal of chatter about collaboration at the Mayo Clinic Social Media Network (MCSMN) conference a few weeks ago, and the conversation is continuing. Here’s what on our minds these days.

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PATIENT EXPERIENCE - A Personal Story And The Implications Of Patient Satisfaction For Hospitals

Tue, 19 Nov 2019 06:00:00 -0000

You can’t underestimate the power of one person’s healthcare story.

Aaron Campbell, CPXP, leads Jarrard Inc’s Patient Experience work. Here, he talks about three things chief experience officers, CEOs and other leaders at hospitals and health systems can do to communicate more effectively, gain the trust of patients and caregivers, and improve the patient experience.

While Campbell spends his professional time focused on helping our clients develop, implement and improve their patient experience programs, he has also served as a caregiver himself. That personal role led to a tragic and painful experience in early 2019. It’s a story that highlights the devastation poor communication and a lack of emphasis on the “caring” part of healthcare can have on patients, their loved ones, and – potentially, the hospital’s bottom line. We’re grateful and honored that Campbell was willing to go on record and share this story with us.

Learn more about Jarrard Inc's Patient Experience work here: https://jarrardinc.com/patient-experience/

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DIGITAL INTERVIEW - Healthcare Reputation Management with Aaron Clifford & Reed Smith

Thu, 14 Nov 2019 06:00:00 -0000

Your hospital’s reputation is some of your most valuable currency.

You have to monitor it, manage it and maintain it well. Leave it alone and things will be said about your facility that you won’t like. To that end, we recently hosted Aaron Clifford, SVP of Marketing at Binary Fountain, at the Barn for a firm-wide lunch-and-learn After Clifford’s talk – and some great barbecue – he and our VP of Digital, Reed Smith, sat down to recap some of the highlights.

First off, you have to know where to find your clinic or practice across multiple online directories and then ensure you’re accurately represented. Otherwise, someone looking for you could end up driving to an empty field. And no, that’s not metaphorical.

Renting property can be cheap and easy, but what happens when the owner changes the rules? What should a healthcare marketing department emphasize when it comes to patient reviews and physician information? Those are the questions healthcare providers have to consider when deciding where to focus their online efforts. in this episode, Clifford and Smith discuss the relative value of “renting property” from third parties (Facebook, Google, etc.), versus “owning” it on your website.

Like every other tool online, online directories have changed over the years, which is just one more thing for healthcare marketers to keep up with to ensure their organization can be found and that the information patients find is accurate. Clifford and Smith talk about the evolution of online reviews for healthcare.

Finally, with the rising importance of HCHAPS scores and other modes of patient feedback, even healthcare transactions like hospital mergers & acquisitions can be affected by your online listings.

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INSIGHT - 6 steps for responding to questions about financial assistance policies

Tue, 12 Nov 2019 22:01:00 -0000

Headlines about hospitals in hot water over their financial assistance policies abound, and health system executives are looking around wondering if they’re going to be next.

In an earlier post, we outlined five steps you can take today to prevent your organization from being on the receiving end of negative attention regarding your collections and financial assistance policy (or at least being prepared when it comes).

If you’re reading this thinking “it’s too late, we’re already on the front page,” or your policies are being questioned, we have some thoughts for you, too.

We sincerely hope your hospital or health system's policies never come under fire. But if they do, we hope this information will help you navigate the issue and come out stronger on the other side.

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INSIGHT - 5 steps to prepare for questions about financial assistance policies

Tue, 12 Nov 2019 22:00:00 -0000

The stories are everywhere: Health systems using collection agencies and the courts to receive payment for care provided to patients.

Are you prepared? Possibly not. You’re working on multiple fronts – helping a complex health system succeed and serving patients as well as you can, including those having trouble with bills. But getting ready is worthy of your time. It’ll take some detective work. A hospital’s collection activities and financial assistance policies span multiple departments and may include outside agents – even those, like collections agencies, your organization no longer uses or has a relationship with. In addition, the information requested is often complex, so it is important to understand that compiling it may take some time.

Take a close look. Even those of you at the most well-intentioned and mission-driven organizations are likely to find things you didn’t know or expect to see.

It will be uncomfortable. Regardless, you should be prepared to explain it and either defend or change it.

Here are five steps you can take today to ensure you understand how your financial assistance and collections could be perceived by others.

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J|INSIGHTS - Healthcare Mergers, Acquisitions, and Partnerships: An Insider’s Guide to Communications

Wed, 06 Nov 2019 06:00:00 -0000

The latest edition of our book Healthcare Mergers, Acquisitions, and Partnerships: An Insider’s Guide to Communications has just been published by HealthLeaders. Just in time.

So much has changed since the first edition was released in 2013 yet the need for clear, compelling communications and smart relationship management has never been more timely.

Organizations that provide care – who touch patients and save lives – are facing elevated scrutiny and demands for greater (even uncomfortable) transparency as the need for making dramatic and difficult change grows.

M&A remains a key strategic play for organizations looking to protect their mission, assure their viability and evolve to deliver tomorrow’s healthcare. A successful deal can leapfrog a health system forward; a deal gone bad can kill it. The stakes are high.

You can learn more in this podcast from our CEO David Jarrard. You can also download a free chapter of the book to get started.

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EXECUTIVE INSIGHT - Executive Transitions in Hospitals and Preventing Flameout of New Healthcare CEOs

Fri, 01 Nov 2019 05:00:00 -0000

The cold truth: The average tenure of a hospital CEO is somewhere around four years.

That’s right, just four years. And the process of replacing a CEO for a health system of any size is no easy feat.

A recent study cited by HealthLeaders* found that half of hospitals and health systems lack a formal CEO succession plan. Knowing that, we’d safely bet that – beyond the obvious introductions – robust CEO onboarding plans are few and far between. Yet without a good executive transition plan, healthcare organizations are at risk for rapid executive turnover. This, in turn, can cause frustration and loss of trust within the organization, lack of continuity in strategic initiatives, and a sucker punch to the bottom line due to transition costs.

Learn more about Jarrard Inc's Executive Transition work here: https://jarrardinc.com/executive-transition/

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EVENT RECAP - Mayo Clinic Social Media Network Conference with Reed Smith #MCSMN19

Fri, 25 Oct 2019 05:00:00 -0000

Each year we’ve seen an evolution at the Mayo Clinic Social Media Network Conference that mirrors the evolution of the digital healthcare field.

In the early days, if you look at it like the Gartner hype cycle, there was a big spike of amazement. Everybody was excited. Then everybody got depressed when Facebook’s algorithms changed, and marketing plans went out the window.

Now we’re getting back to understanding where the actual opportunity lies. People are optimizing and finding the real value of digital tools. We’re venturing outside the strict confines of social media – how to use Twitter, Facebook, LinkedIn, etc. – into conversations around the bigger picture. Conversations like how to manage digital efforts with a small team, how to integrate CRMs, how to measure marketing efforts.

The emergence of those conversations indicates that healthcare is reaching a point of digital maturity where the tools are just tools within a larger strategic bucket. Today, unlike a couple of years ago, there’s not much delineation between CRM and social media, where one stops and the other starts. That’s allowed us to take a much more holistic view of our customer – whether it’s the patient or the caregiver or someone else – and assess how they want to connect with us across the board and not just on a particular social media platform.

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Welcome to High Stakes

Thu, 24 Oct 2019 18:43:00 -0000

We answer the questions healthcare leaders are asking. High Stakes offers concise takes on the issues affecting healthcare providers today: strategic positioning, issue navigation, change management. mergers and acquisitions, marketing, digital transformation, patient experience, executive leadership and healthcare governance, and much more.

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