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Navicent Health Leaders Publish Article on Healthcare Consumerism, Meeting Patient Needs

Spectrum, a publication of the Society for Healthcare Strategy and Market Development (SHSMD), recently published the work of Christopher Cornue, Chief Strategy and Innovation Officer for Atrium Health Navicent, Cynthia Costello Busbee, Vice President of Public Affairs and Advocacy for Atrium Health Navicent, and other leaders at Atrium Health Navicent. The article, entitled "Designing the Future of Healthcare Consumerism: The Role, Relevance and Revelation of Patient Cohorts," examines Atrium Health Navicent's strategy to define patient cohorts in order to inform care decisions and improve patient satisfaction.

Atrium Health Navicent has defined a key strategic objective to "engage consumers in meaningful ways." The health system has focused on understanding Atrium Health Navicent's various types of patient cohorts and what motivates each cohort to seek care. After conducting research to define each cohort and understand the value proposition for each, Atrium Health Navicent has taken steps to reach each specific patient group. The article highlights the measures taken to target elective orthopedic patients and improve their experience, the efforts of a Atrium Health Navicent team that included Cornue and Busbee, along with Kevin Adams, Assistant Vice President of Strategic Execution and e-Health Services; Drew Elrod, Administrative Chief of Staff; Mary Hoey, nurse researcher; Leah Mendez, Total Joint and Spine Nurse Navigator; and Donald Smith, Assistant Vice President of Patient Care Services.

"Our team focused on four patient cohorts - the occasional patient, the perpetual or chronic patient, the elective patient and the complex critical patient. Of these four groups, the team reasoned that elective patients were the most promising group to select for patient journey mapping. Total joint replacements in particular follow a very routine and predictive journey through any healthcare system. Our team followed their pathway and identified opportunities to best meet consumer needs. As a result, we are improving patient outcomes, improving patient satisfaction, and growing our business," said Cornue.

The journey mapping process will not only allow for continuous improvement in the area of total joint replacement, but can be expanded to other services within Atrium Health Navicent, and replicated in other health systems as well.

"At Atrium Health Navicent, our goal is to keep the patient at the center of all we do. By codeveloping our program with the patient, we're ensuring we fully meet their needs and expectations. This is beneficial for the patient, and also beneficial for our business as we seek to improve patient outcomes and satisfaction," said Busbee.

To view the complete article, please click here.

Spectrum is a bimonthly publication of SHSMD, a professional membership group of the American Hospital Association. SHSMD is the largest and most prominent voice for healthcare strategists in planning, marketing, communications, public relations, business development and physician strategy. The society is committed to leading, connecting and serving its members to prepare them for the future with greater knowledge and opportunities as their organizations strive to improve the health of their communities.

About Atrium Health Navicent

Atrium Health Navicent was incorporated on November 17, 1994, as a nonprofit corporation whose primary purpose is to coordinate The Medical Center, Navicent Health and other affiliated entities in their mission of providing a comprehensive continuum of high quality, reasonably priced healthcare services to the region. Atrium Health Navicent has 970 beds for medical, surgical, rehabilitation and hospice purposes. The health system includes The Medical Center, Navicent Health, a nationally recognized tertiary teaching hospital; Atrium Health Navicent Beverly Knight Olson Children's Hospital, the region's only dedicated pediatric hospital; Atrium Health Navicent Baldwin and Medical Center of Peach County, Atrium Health Navicent, both rural hospitals; Rehabilitation Hospital, Atrium Health Navicent, the region's oldest and most experienced rehabilitation provider; Pine Pointe, Atrium Health Navicent, which provides palliative and hospice care in homes and in its facility; Carlyle Place, Atrium Health Navicent, the area's first continuing care retirement community; Navicent Health Foundation, the philanthropic arm of Atrium Health Navicent; as well as diagnostic and home care services. For more information, please visit