Unit head versus group: designing the growth operating model
Who owns the site, the listings, the CRM and the contact centre in a multi-unit hospital group, the service levels each way, the budget split, and how both extremes fail.
crm
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What patient experience is worth on the P&L
Reviews as a demand asset, the digital touchpoints that shape experience before and after the visit, recall and retention economics, and the case for experience spend in money.