Tag Archives: lcsm

Healthcare Leaders, Thanks For Your Feedback!


Earlier this week I participated in the weekly #HCLDR tweet chat (transcript). The topic this week was all about “Flipping The Complaint” in healthcare. (post here)

One of the key questions discussed was Topic 3: How have you learned from complaints you have received?

One of my comments was that I always ask for feedback. I want to know that my intent matched my story, and if I miss, or if the perception varies, then listening to feedback helps me to understand how to improve.

Little did I know that 24 hours later I would be in an ironic situation.

thumbs up thumbs downI posted an article late last night highlighting a tweet.

The tweet came from someone I deeply respect, and it was meant to highlight a “positive” fact. I wanted to demonstrate how a fact sent out by someone that is deeply respected could be an opportunity for an organization. If the organization could add context, content, and the right story they could bring additional meaning and value to their patients, their community, and their tribe.


I was informed that even though my intent was good, that my story missed its mark. So as a professional courtesy, I removed the post.

Which reminded me of Tuesday’s #HCLDR conversation, “Flip The Complaint.”

I realize that I will not always be perfect in my storytelling. I realize that my point of view will not always be understood, be supported, acknowledged, or liked by everyone.

I realize that I can be thought provoking, I can be challenging, and that my lens does not always agree with the “insiders” of healthcare.

I am not here to please everyone. I am here to ask the difficult questions. To push boundaries. I am here to help think outside our normal lens of healthcare and to pull in the lens of patients, the lens of other industries, and the lens from a global perspective. I am here to change the status quo, one patient at a time.

In order to be a change agent, a student of “Health and Care Radicals,” I realize that feedback is necessary, mandatory, and needed. I know that I need to listen to all of it. I may not need to take action with every piece of feedback, but fI need to listen to it. Feedback is what will ensure that I always tie my daily work directly back to patients. Feedback will help to measure my ability to make the right change at the right time.

Thank you.

Thank you to my tribe. Thank you to those that take the time to read. Thank you to those that care enough to provide comments, send emails, and leave feedback. Thank you to the patients, the physicians, healthcare organizations, and the payers that have been bold enough to let me question everything, and design new models with improved patient impact.

Thank you for caring enough to leave feedback.

Feedback matters.

As always, you can feel free to contact me at: CANCERGEEK@GMAIL.COM or follow me on twitter @cancergeek



The 4P’s Of Healthcare


Warning: If you are a patient, a healthcare professional, a marketing professional, or a fellow social media enthusiast, this is not another post about Product, Price, Placement, and Promotion.

This is my take on the 4P’s and how they relate to all topics of healthcare.

The 4P’s of Healthcare: Patient, Physician, Payer, and Politician

Patient: Everything we do in healthcare on a daily basis needs to begin and end with the patient in mind. The work we do on a daily basis needs to impact the patient. Directly, not indirectly. As we identify challenges to focus on we need to define them from the patients perspective. Beginning with the patient in mind, we can then draw from our teams, our expertise, and pick the best answer(s) that will meet the needs of the patient, and the others stakeholders. (4P’s)

Physician: Physicians are responsible for so many aspects in healthcare, and many times we forget to include them in the defining and decision process. It is imperative to ensure that as we prioritize challenges, define them from the patients perspective, we need to include the physician and their perspective into this definition as well. Physicians want the same things as the patients, the right diagnosis, at the right time, for the right patient, leading to an open conversation on options, to allow the patient to understand and select the best treatment, and lead to the best possible outcomes. In sharing the information with physicians, we can also incorporate their inputs to help generate the best possible outputs for the entire team.

Payers: A majority of the time decisions are made on a top down basis. A payer decides that they are going to reimburse for a specific test, exam, or a intervention and then healthcare adopts and changes their practice accordingly. Payer reimburses, change happens. Yet the more we include payer(s) in the midst of identifying problems, how we define those problems, and share our opportunities to design an improved option to meet our patients needs leading to better outcome, we can begin to develop new payment models.

Politicians: Whether this group is politicians, government, or regulatory bodies, we need to ensure that we are aware of new rules and regulations coming out, as well as approach them early and often on new opportunities to change models in healthcare.

Most of the time when we struggle or encounter barriers, it is because we forget to tell the story with these 4 world views in mind.

When we approach topics in healthcare we need to keep the 4P’s in mind. Always be able to draw a straight line from the work you are doing to the patient. Be able to articulate your story in the “native tongue” of the physician/providers, payers, and politicians to ensure their understanding and inclusion. Share early and often. Iterate and learn.

Implement with the 4P’s as a team, and we all succeed.

As always, you can feel free to contact me at: CANCERGEEK@GMAIL.COM or follow me on twitter @cancergeek