Data-Driven Management Consulting Services
Merchant Medicine is the nation's leading management consulting firm in urgent care, retail clinics, telehealth solutions and related on-demand consumer-driven healthcare — with a focus on profitable service line performance. We provide health systems, private equity, and medical groups with strategy, performance improvement, and operations consulting, as well as our turn-key real estate program, all aimed at a high-performing ambulatory care strategy. Request a consult today.
One of the most frequent topics of conversation in healthcare today, and often somewhat controversial depending on who you are speaking with, is the notion of improving the customer experience (CX). For some, perhaps it’s just top of mind given the number of traditionally customer-centric companies trying to pave a new path forward in healthcare including Walmart, Amazon, and CVS. But for those of us who have grown up in healthcare, we know this conversation isn’t new. Read more…
Registration is now open for our annual on-demand strategy symposium at the Hotel Valley Ho January 27-29, 2020. Be sure to block those dates on your calendar. Details and registration information are now available.
Thank you again to our 2019 speakers, attendees, and sponsors who joined us in Fort Lauderdale!
We are proud to announce that Merchant Medicine has partnered for the third year with the Urgent Care Association (UCA) for the annual Urgent Care Benchmark Report. Merchant Medicine’s proprietary industry rankings for Private and Hospital Affiliated Urgent Care Operators, Retail Clinics, Digital Audit and Saturation Index are included in the report.
Purchase the Benchmarking Report here.
We have worked closely with numerous clients to increase the number of hospital-affiliated contributors, and roughly doubled the number of units in the most recent study. The report provides over 200 different benchmarks with trended data.
Merchant Medicine has worked with J.D. Power to help create the first-ever national study around the Voice of the Customer for end-consumer telehealth. Much like our national Urgent Care and Retail Clinic rankings, we have built a volume market sizing design. This new insight into the sector from a patient-driven perspective is long overdue.
The J.D. Power U.S. Telehealth Satisfaction Study (SM) analyzes patient satisfaction with their Telehealth experience and the impact it has on loyalty and advocacy. In total, 30 direct to consumer providers, health insurers and health systems will be publicly ranked, with a J.D. Power award presented to the organization that ranks highest in-patient satisfaction within each segment.
The study provides critical benchmarking information and identifies the dominant factors that drive patient satisfaction. In addition to measuring patient perceptions of their providers ability to meet their expectations, the study also provides a series of measurable and actionable Key Performance Indicators for satisfying patients. The Telehealth Satisfaction Index Model, quantifying 15 performance metrics and the relative weight each metric has on Overall Satisfaction, Advocacy and Loyalty. Net Promoter Score® benchmarking will also be provided as part of the study deliverables.
Feedback From Our Clients
Driving Financial Performance
“Merchant Medicine knows the urgent care space better than any other group I’ve ever worked with. For them to come to the table with that extensive knowledge base was invaluable to us.” - Inova Health System
Creating Alignment in Urgent Care Strategy
“We're always looking to improve our patients' experience and provide the best care we can. Merchant Medicine helped to ensure that our patients were getting the best service we can provide.” - Atrium Health (formerly Carolinas)
Launching an Urgent Care Service Line