IS WHAT GIVES US PURPOSE HONOR
Honor is what motivates our team of dedicated healthcare professionals. Through passion and purpose, we come together to ensure every patient is provided with the best possible care. honorhealth.com
Elevating Patient Experience
The strategic imperative for today’s healthcare organizations
The healthcare landscape is in flux, influenced by technological advancements and changing demographics. While medical proficiency remains crucial, there’s an emerging battleground that healthcare organizations can’t afford to ignore: patient experience. No longer a secondary concern, optimizing the patient experience has become a business-critical initiative. Here’s why it’s time for healthcare leaders to focus on this transformative frontier and the strategic pathways to achieve it.
THE VIRTUOUS CYCLE: LISTEN, ACT AND CONTINUOUSLY IMPROVE
Active listening is one of the most fundamental yet transformative steps in enhancing patient experience. Gathering feedback, whether solicited or unsolicited, offers invaluable insights into the patient’s journey. But listening is only the first part of the equation; it’s what organizations do with that feedback that counts. By operationalizing these insights, healthcare organizations can continuously refine their services, setting a virtuous cycle of improvement in motion. This iterative process enhances the patient’s experience and helps organizations adapt to changing needs and expectations.
GEN Z AND THE EMOTIONAL PARADIGM SHIFT
Generation Z, those born from about 1997 to around 2013, is rewriting the playbook on healthcare expectations. According to a national study by LaneTerralever (www.experiencedynamic.com/2023cxreport), 56% of Gen Z individuals place a high premium on the emotional components of their experiences. This is a profound shift from older generations, who are often more concerned with functional aspects like cost and efficiency. The study also revealed that Gen Z is the least satisfied of all age groups with the healthcare experiences they currently receive. Clearly, healthcare organizations
need to recalibrate their approach to meet these emotionally driven needs if they wish to capture and retain this emerging demographic.
THE HIGH STAKES OF IGNORING PATIENT EXPERIENCE
In a consumer-driven healthcare environment, the cost of ignoring patient experience is steep. Data from LaneTerralever’s study indicates that 47% of Americans would consider switching healthcare providers for a better customer experience, and 41% would make the leap after just a single negative incident. In a saturated market where patients have numerous choices, these statistics underline the urgency of making patient experience a top strategic priority.
THE DIGITAL FRONT DOOR: MAKE THE FIRST IMPRESSION COUNT
In today’s digital-first society, a patient’s first interaction with a healthcare provider often occurs online. A seamless digital experience can set the tone for the entire patient journey. For
instance, our team at LaneTerralever created a 128% increase in organic online appointments for a national healthcare provider by focusing on a patient-centric digital strategy and implementation. This strategy empowered patients with easy access to their medical records, simplified appointment scheduling, and provided efficient communication channels with healthcare professionals.
THE WAY FORWARD: MAKING THE STRATEGIC LEAP
The compelling evidence is in, and the message is resoundingly clear: Patient experience is not a peripheral concern; it’s a strategic asset. Now is the time to make it a core pillar of organizational strategy if it is not already. After all, healthcare is not just about treating diseases; it’s about treating individuals — with respect, empathy and an experience they will remember and appreciate. —Chris Johnson, CEO of LT (www.lt.agency)
In Business Magazine’s Healthcare Decisions: Open Enrollment & Healthcare Guide for Business is a special section meant to remind company owners as to the options that are available in the upcoming individual marketplace open enrollment window — November 1, 2024, through January 15, 2025. Open enrollment timing can happen throughout the year for company policies, but with the national window open during this time, we feel it is important to highlight various opportunities and list those groups offering plans and/or services. Using healthcare as a tool to build productivity through a healthy workforce is an advantage to business regardless of regulation and/or mandates, and it is becoming ever clearer that healthcare will be a focus for business owners and not simply an outsourced option as it has been in the past.
Associations & Government
Many associations and government healthcare services give specific information on policies, open enrollment dates and services provided that may help employers understand the many options. Below is a list of local organizations.
Arizona Dental Association
3193 N. Drinkwater Blvd., Scottsdale (480) 344-5777 azda.org
Arizona Foundation for Medical Care
2700 N. Central Ave., Phoenix (602) 252-4042 azfmc.com
Arizona Health Care Association
1440 E. Missouri Ave., Phoenix (602) 265-5331 azhca.org
Arizona Health Care Cost Containment System (AHCCCS) 801 E. Jefferson St., Phoenix (602) 417-4000 azahcccs.gov
Arizona Hospital and Healthcare Association
2800 N. Central Ave., Phoenix (602) 445-4300 azhha.org
Arizona Medical Association
810 W. Bethany Home Rd., Phoenix (602) 246-8901 azmed.org
Arizona Pharmacy Association
1845 E. Southern Ave., Tempe (480) 838-3385 azpharmacy.org
Maricopa County Medical Society
326 E. Coronado Rd., Phoenix (602) 252-2015 mcmsonline.com
Dental Insurance
Getting the right coverage means truly investigating the best plans and supplemental plans. Here is a list of area companies offering dental insurance that have a great reputation and plan options for individuals and groups.
American Dental Plan
1645 E. Bethany Home Rd., Phoenix (602) 265-6677 arizdental.com
Breslau Insurance & Bene ts Paul Breslau 8362 E. Via de Risa, Scottsdale (602) 692-6832 breslauinsurance.com
Delta Dental of Arizona 5656 W. Talavi Blvd., Glendale (602) 938-3131 deltadentalaz.com
Matsock & Associates
2400 E. Arizona Biltmore Circle, Phoenix (602) 955-0200 matsock.com
Employee Benefits Consultants (many offer insurance)
Using a consultant to work though options and the many plans can alleviate much of the confusion surrounding healthcare these days. We have included a list of brokers and firms that are reputable and have a tremendous amount of experience working with businesses to provide plans and ensure compliance.
Arizona Bene t Consultants, LLC
4222 E. Thomas Rd., Phoenix (602) 956-5515 arizonabene tconsultants.com
Bene ts By Design
4500 S. Lakeshore Dr., Tempe (480) 831-7700 bene tsbydesignaz.com
Bene ts Commerce Group
16220 N. Scottsdale Rd., Scottsdale (480) 515-5010 bene tscommerce.com
Blue Water Bene ts Consulting
7848 E. Davenport Dr., Scottsdale (480) 313-0910 employeebene tcompliance.com
Breslau Insurance & Bene ts
Paul Breslau 8362 E. Via de Risa, Scottsdale (602) 692-6832 breslauinsurance.com
Connect Bene ts 1818 E. Southern Ave., Mesa (480) 985-2555 connect-bene ts.com
FBC Services, Inc. 14201 N. 87th St., Scottsdale (602) 277-8477 fbcserv.com
Focus Bene ts Group 11022 S. 51st St., Phoenix (602) 381-9900 focusbene ts.com
Health Insurance Express, Inc. and Fidelis Consultants 1155 S. Power Rd., Mesa (480) 654-1200 healthinsurance-express.com
Healthcare Solutions Centers 4831 N. 11th St., Phoenix (602) 424-2101 hcsonsite.com
Horizon Bene ts Group 6245 N. 24th Pkwy., Phoenix (602) 957-3755 horizonbene ts.com
Strunk Insurance Group
14425 N. 7th St., Phoenix (602) 978-4414 strunkgroup.com
Individual & Group Health Insurance
Knowing what plan is right for your employees and understanding who is managing that plan can make all the difference for your company. We have included below a list of reputable and experienced insurance companies, many of which you will be familiar with, that can guide your organization to the perfect group or individual plans.
American Family Insurance
Multiple Valley Locations (800) 381-6789
amfam.com
Banner Aetna
8362 E. Via de Risa, Scottsdale (800) 381-6789
banneraetna.com
Blue Cross Blue Shield of Arizona 2444 W. Las Palmaritas Dr., Phoenix (602) 864-4899 azblue.com
Bowman & Associates
16042 N. 32nd St., Phoenix 600 W. Ray Rd., Chandler (602) 482-3300 bowmaninsurance.com
Breslau Insurance & Bene ts
Paul Breslau
8362 E. Via de Risa, Scottsdale (602) 692-6832 breslauinsurance.com
Cigna
Multiple Valley Locations (800) 997-1654 cigna.com
Farmers Insurance Group
Kara Anspach
7077 E. Marilyn Rd., Scottsdale (480) 998-8070 farmersagent.com/kanspach
Hospitals and Medical Centers
Lovitt &Touché 1050 W. Washington St., Tempe (602) 956-2250
lovitt-touche.com
State Farm Arizona
Multiple Valley Locations (877) 331-8261 statefarm.com
Strunk Insurance Group 14425 N. 7th St., Phoenix (602) 978-4414 strunkgroup.com
UnitedHealthcare
1 E. Washington St., Phoenix (800) 985-2356 uhc.com
Many of the healthcare providers listed below are part of specific networks or have created their own network to lower costs for businesses and individuals with the intent to provide all needed services for the patient.
Abrazo Arizona Heart Hospital
1930 E. Thomas Rd., Phoenix (602) 532-1000 abrazohealth.com
Abrazo Arrowhead Campus
18701 N. 67th Ave., Glendale (623) 561-1000 arrowheadhospital.org
Abrazo Central Campus
2000 W. Bethany Home Rd., Phoenix (602) 249-0212 phoenixbaptisthospital.com
Abrazo Maryvale Campus
5102 W. Campbell Ave., Phoenix (623) 848-5000 maryvalehospital.com
Abrazo Scottsdale Campus
3929 E. Bell Rd., Phoenix (602) 923-5000 paradisevalleyhospital.com
Abrazo West Campus
13677 W. McDowell Rd., Goodyear (623) 882-1500 abrazohealth.com
Banner Baywood Medical Center
6644 E. Baywood Ave., Mesa (480) 321-2000 bannerhealth.com/baywood
Banner Boswell Medical Center 10401 W. Thunderbird Blvd., Sun City (623) 832-4000 bannerhealth.com/boswell
Banner Del E. Webb Medical Center 14502 W. Meeker Blvd., Sun City West (623) 524-4000 bannerhealth.com
Banner Desert Medical Center
1400 S. Dobson Rd., Mesa (480) 412-3000 bannerhealth.com/desert
Banner Estrella Medical Center 9201 W. Thomas Rd., Phoenix (623) 327-4000 bannerhealth.com
Banner Gateway Medical Center 1900 N. Higley Rd., Gilbert (480) 543-2000 bannerhealth.com
Banner Heart Hospital 6750 E. Baywood Ave., Mesa (480) 854-5000 bannerhealth.com
Banner Ironwood Medical Center 37000 N. Gantzel Rd., San Tan Valley (480) 394-4000 bannerhealth.com/ironwood
Banner MD Anderson Cancer Center
2946 E. Banner Gateway Dr., Gilbert (480) 256-6444 bannerhealth.com
Hospitals and Medical Centers (con’t.)
Banner Thunderbird Medical Center 5555 W. Thunderbird Rd., Glendale (602) 865-5555 bannerhealth.com
Banner University Medical Center Campus
1111 E. McDowell Rd., Phoenix (602) 839-2000 bannerhealth.com
Cancer Treatment Centers of America at Western Regional Medical Center 14200 Celebrate Life Way, Goodyear (623) 207-3000 cancercenter.com
Cardon Children’s Medical Center
1400 S. Dobson Rd., Mesa (480) 412-5437 bannerhealth.com
Dignity Health Chandler Regional Medical Center
1955 W. Frye Rd., Chandler (480) 728-3000 chandlerregional.org
Dignity Health Mercy Gilbert Medical Center
3555 S. Val Vista Dr., Gilbert (480) 728-8000 mercygilbert.org
Dignity Health St. Joseph’s Hospital & Medical Center
350 W. Thomas Rd., Phoenix (602) 406-3000 stjosephs-phx.org
Gilbert Hospital
5656 S. Power Rd., Gilbert (480) 984-2000 gilberter.com
HonorHealth Deer Valley Hospital
19829 N. 27th Ave., Phoenix (623) 879-6100 honorhealth.com
HonorHealth John C. Lincoln Medical Center
250 E. Dunlap Ave., Phoenix (602) 943-2381 honorhealth.com
HonorHealth Osborn Medical Center
7400 E. Osborn Rd., Scottsdale (480) 882-4000 honorhealth.com
HonorHealth Shea Medical Center –Shea Medical Center 9003 E. Shea Blvd., Scottsdale (480) 323-3000 honorhealth.com
Mayo Clinic Hospital 5777 E. Mayo Blvd., Phoenix (480) 515-6296 mayoclinic.org/patient-visitor-guide/ arizona
Mountain Vista Medical Center 1301 S. Crismon Rd., Mesa (480) 358-6100 mvmedicalcenter.org
Phoenix Children’s 1919 E. Thomas Rd., Phoenix (602) 933-1000 phoenixchildrens.org
St. Luke’s Medical Center
1800 E. Van Buren St., Phoenix (602) 251-8100 stlukesmedcenter.com
Valleywise Health Medical Center
2601 E. Roosevelt St., Phoenix (602) 344-5011 valleywisehealth.org
Valleywise Emergency – Maryvale 5102 W. Campbell Ave., Phoenix (602) 344-5011 valleywisehealth.org
Valleywise Comprehensive Health Center – Phoenix
2525 E. Roosevelt St., Phoenix (833) 855-9973 valleywisehealth.org
Valleywise Comprehensive Health Center – Peoria
8088 W. Whitney Dr., Peoria (833) 855-9973 valleywisehealth.org
Valleywise Community Health Center –South Phoenix/Laveen
5650 S. 35th Ave., Phoenix (833) 855-9973 valleywisehealth.org
Valleywise Community Health Center –South Central Phoenix 33 W. Tamarisk St., Phoenix (602) 344-6600 valleywisehealth.org
Valleywise Community Health Center –North Phoenix 2025 W. Northern Ave., Phoenix (602) 655-6300 valleywisehealth.org
Valleywise Community Health Center –Mesa
59 S. Hibbert, Mesa (480) 344-6200 valleywisehealth.org
Valleywise Community Health Center –McDowell 1101 N. Central Ave., Phoenix (602) 344-6550 valleywisehealth.org
Valleywise Community Health Center –Maryvale
4011 N. 51st Ave., Phoenix (623) 344-6900 valleywisehealth.org
Valleywise Community Health Center –Guadalupe
5825 E. Calle Guadalupe, Guadalupe (480) 344-6000 valleywisehealth.org
Valleywise Community Health Center –Chandler
811 S. Hamilton St., Chandler (480) 344-6100 valleywisehealth.org
Valleywise Community Health Center –Avondale
950 E. Van Buren St., Avondale (623) 344-6800 valleywisehealth.org
Enrolling all generations.
Open Enrollment
Everyone deserves clinical expertise with humankindness. With your choice of doctors and specialists, you’ll be surrounded by people who truly care about you and your family’s health.
So this year during Open Enrollment, choose a plan that includes Dignity Health’s physicians and hospitals. Enroll in humankindness at dignityhealth.org/dhmg-arizona/about-us/open-enrollment
Mental Health Services and Healthcare
Amid COVID-19, bringing employees back to work has become just one aspect that has created a new awareness to mental health and the workplace. Here are some services that can help.
Devereux Advanced Behavioral Health 11024 N. 28th Dr., Phoenix (602) 283-1573
devereux.org
Magellan Health
Multiple Valley locations magellanhealth.com
MIND 24-7
Multiple Valley locations (844) 646-3247 mind24-7.com
Southwest Behavioral & Health Services
3450 N. 3rd St., Phoenix (602) 265-8338 sbhservices.org
Terros Health
Multiple Valley locations (602) 685-6000 terroshealth.org
Valleywise Behavioral Health Center –Phoenix
2619 E. Pierce St., Phoenix (833) 855-9973
valleywisehealth.org/services/behavioralhealth
Valleywise Behavioral Health Center –Mesa
570 W. Brown Rd., Mesa (833) 855-9973
valleywisehealth.org/services/behavioralhealth
Valleywise Behavioral Health Center –Maryvale
5102 W. Campbell Ave., Phoenix (833) 855-9973
valleywisehealth.org/services/behavioralhealth
Workplace Ergonomics
Wellness includes how our bodies function in our work spaces, and is therefore greatly impacted by the physical elements of that space. These businesses provide solutions, from chairs to desks to lighting — and beyond.
ESI Ergonomic Solutions
1314 N. Recker Rd., Mesa (800) 833.3746
esiergo.com
Goodmans Interior Structures
1400 E. Indian School Rd., Phoenix (602) 263-1110 goodmans.com
Workplace Wellness
Urgent Care
Walk-in, face-to-face, brick-and-mortar urgent care facilities remain an important element in the healthcare system, even as virtual options expand.
Akos Urgent Care – Glendale 5104 N. 67th Ave., Glendale (602) 962-6296
akosurgentcare.com
Akos Urgent Care – Avondale 10825 W. McDowell Rd., Avondale (623) 321-5088 akosurgentcare.com
Alliance Urgent Care
Multiple Valley locations (855) 887-4368 allianceurgentcare.com
Banner Urgent Care
Multiple Valley Locations urgentcare.bannerhealth.com
FastMed Urgent Care
Multiple Valley locations (480) 545-2787 fastmed.com
NextCare Urgent Care
Multiple Valley locations (888) 381-4858 nextcare.com
Phoenix Children’s Urgent Care
4 Valley locations (480) 922-5437 phoenixchildrensurgentcare.org
There are many companies working to orchestrate alternative healthcare plans and consulting to customize healthcare benefits programs and policies for companies. These organizations below offer consulting, program development and direct care programs for businesses of all sizes.
Absolute Health
8360 E. Raintree Dr., Scottsdale (480) 991-9945 absolutehealthaz.com
Absolute Health – Norterra 1614 W. Whispering Wind Dr., Phoenix (480) 991-9945 absolutehealthaz.com
Healthcare Solutions Centers
4831 N. 11th St., Phoenix (602) 424-2101 hcsonsite.com
Embracing culture. Empowering health.
Equality Health is the nation’s leading integrated health delivery system focused solely on improving care for diverse communities through culturally sensitive providers and programs that improve access, quality, and trust.