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.
J.D. Power 2019 Telehealth Study
Merchant Medicine has worked with J.D. Power to help create the first-ever national Voice of the Customer study around 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, quantifies 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.
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
“Merchant Medicine was able to share with us their broad perspective on what works and what doesn’t in the field of urgent care. Their feedback helped guide our strategy, resulting in continued success in this important service line.”
“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
“Working with Merchant Medicine to help develop our urgent care strategy and then operationalize it was a smart decision. Their knowledgeable team brought valuable information and resources to the table, enabling the launch of our urgent care service line to be a great success for the system, our physicians and our patients.” - Hunterdon Health System