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Archive for the ‘Healthcare’ Category

The cure for complexity

Monday, March 25th, 2013

According to the journalist Steven Brill, I’ll probably die from insurmountable medical debt. And I kind of believe him. His brilliant Time magazine cover story last month, “Bitter Pill: Why Medical Bills are Killing Us,” is an incredible explana…

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Posted in Aetna, Blue Cross Blue Shield, explanation of benefits, Global, health care, health in numbers, Healthcare, HMSA, iTriage, plain language, simplicity, Steven Brill, time, united healthcare | No Comments »

Flu shot, pharmacy, health insurance and get-well cards under one roof? You bet.

Tuesday, February 19th, 2013

Main Street, USA, lined with storefronts—a coffee shop, a bank, a tailor, a hair salon, a stationery, a health insurer, a pet groomer, a gas station, wait…health insurer? Yes, not an insurance agency, mind you, but a storefront from an insurance co…

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Posted in Global, Global Brand Simplicity Index, health care, Healthcare, simplification | No Comments »

Brand Alignment in the face of uncertainty

Wednesday, February 6th, 2013

With less than a year left before the most significant parts of healthcare reform bill takes effect, extending health insurance to 14 million more Americans, hospitals are scrambling to prepare. But for what, exactly?

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Posted in brand, brand alignment, Brands, customer experience, Global, Healthcare, Medicaid, Medicare | No Comments »

For healthcare players, integration is easier said than done

Wednesday, December 5th, 2012

After President Obama’s re-election last month, healthcare has earned a permanent place in the headlines. With the overhaul of care delivery, payment and compensation, it’s not just about navigating a changing landscape; it’s about navigating the l…

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Posted in Affordable Care Act, brand experience, brand simplicity, branding, Brands, customer experience, Global, Global Brand Simplicity Index, health exchanges, health insurance, health systems, Healthcare, healthcare brands, patient experience, simplification, social media strategy, touchpoint alignment | No Comments »

The health insurance exchanges are coming. Is your brand ready?

Tuesday, August 28th, 2012

The Patient Protection and Affordable Care Act (PPACA) has been changing the healthcare landscape since it was first passed in March 2010. Now that the legislation, or at least most of it, has been upheld by the Supreme Court as constitutional, there w…

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Posted in Aetna, brand, brand experience, brand promise, branding, Communications, customer experience, Global, health insurance, health insurance brands, health insurers, Healthcare, healthcare branding, healthcare exchanges, Patient Protection and Affordable Care Act, PPACA, simplification | No Comments »

Better “explaining” in Explanation of Benefits statements

Thursday, July 19th, 2012

Now more than ever, customers are demanding more from their health insurers. In an increasingly crowded marketplace, clear, customer-focused communications can greatly distinguish one insurer from another.

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Posted in Arkansas BlueCross BlueShield, brand loyalty, branding, CIGNA, Communications, customer experience, customer-focused language, DALBAR, design, document design, EOB, explanation of benefits, Global, health insurers, Healthcare, Humana, insurer, plain language | No Comments »

Why you should fire Congress

Thursday, March 15th, 2012

When you’re bad at your job, you get fired. And that’s exactly what voters should do to Congress this fall. Forget about wars, unemployment, recession and healthcare reform. Congress should be fired for failing at the most essential part of their j…

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Posted in complexity, Congress, design, document design, financial reform, Global, Healthcare, information architecture, lawmakers, plain language, simplification | No Comments »