Just How Long Is 48 Hours?

Paul Roemer, CEO, Pale Rhino Consulting

What do you know about the number 48? It is the smallest number with 10 divisors, and the product of all of those ten divisors equals 484. It is also the smallest even number that can be expressed as the sum of two prime numbers in five different ways. It is a Harshad number; that means […]

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Is Your Hospital Throwing Money Out The Window?

Paul Roemer, CEO, Pale Rhino Consulting

As a parent, I’ve learned there are two types of tasks–those my children won’t do the first time I ask them, and those they won’t do no matter how many times I ask them. Here’s the segue. Hospitals have a gazillion business systems.  Every business system can include the following three things: people—doing things; processes — […]

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What It Means When The Phones Are Ringing

Paul Roemer, CEO, Pale Rhino Consulting

His colleague asked the physician, “How is it that you are able to see 10 times as many patients each day as the rest of us?” “You guys spend too much time meeting with patients and asking them questions. I do Facebook Care. I just look at their picture on Facebook, and if I don’t […]

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Why Are 60 Percent Of Your Patients Already Disappointed?

Paul Roemer, CEO, Pale Rhino Consulting

What would you do differently if you knew that 60 percent of the people who call your health system were already disappointed? Would everyone have better experience if the health system closed its call center? Quite possibly. Why run the risk of disappointing the other 40 percent of your callers for the first time, and […]

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Patient Access: What Does Failure Cost?

Paul Roemer, CEO, Pale Rhino Consulting

It is time we pull back the curtain and tell the truth about patient access and scheduling. The points of truth are: Almost all access happens by phone. Most health systems do not have a “call center.” What they have is a room with a lot of phones and a lot of people whose job […]

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