Evolution of ‘radical convenience’ delivered in an integrated healthcare model

Abstract

Healthcare providers face unprecedented pressure in delivering primary care services at a reduced cost. At the same time, we face increased expectations from our patients related to access, convenience, quality and service. Henry Ford Health System, a large integrated health system in Detroit, Michigan, looked to attract additional patients to its primary care services. In 2014, Henry Ford made an operational commitment to provide patients with convenient and affordable access to primary care in ways that went beyond those traditionally offered by healthcare providers. An internal initiative called ‘radical convenience’ was adopted to attract patients to its primary care services and reduce unnecessary and costly utilisation of emergency departments and Urgent Care. Patients were introduced to radical convenience through a branding campaign called ‘Call, Click or Come In’. Radical convenience was extended to include the development of an innovative, retail healthcare solution called QuickCare. A QuickCare Clinic was launched in August 2015 to meet the needs and expectations of a growing workforce in downtown Detroit comprising technology-driven Millennials and Gen X-ers.