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Geisinger President and CEO Unveils ProvenExperience™

Nov 23, 2015 10:30PM ● Published by Erica Shames

Geisinger Health System President and CEO David T. Feinberg, M.D., MBA, has unveiled the health system’s latest and perhaps most radical innovation, ProvenExperience, a program that now offers refunds to patients whose expectations weren’t met based on kindness and compassion. He introduced the program during a speech at the 2015 Press Ganey Executive Leadership Conference in Orlando, Fla. Tuesday.

 “The way I see it, if you go into Starbucks and you’re not happy with your order, they don’t sip your latte and argue that they made it correctly. They just take care of you on the spot,” Feinberg said. “What matters to me is that every patient is satisfied with their treatment and so I started thinking, ‘What is our guarantee? What is our refund?’ We need to be disruptive to move the practice of providing great patient experience forward and so the decision was made to give unsatisfied patients their money back.”

A pilot of the program has been introduced at Geisinger Medical Center, the health system’s main campus in Danville, Pa.  A key component of the program is a patient app developed by Geisinger that allows certain surgery patients enrolled in the pilot to determine the amount of the refund they want based on their co-pay.

For example, if a spine surgery patient paid a $1,000 co-pay and they weren’t pleased with how office staff treated them, they can log into the app and select from a sliding scale how much of their co-pay they want refunded. They can choose from $1 to $1,000 and the refund request is processed within 3 to 5 business days.

Feinberg doesn’t anticipate the system will be abused and instead foresees patients sticking to the honor system.

“Ultimately, they just want to be acknowledged and to spare other families any pain they might have experienced,” he said.

ProvenExperience is an evolution of Geisinger’s renowned ProvenCare portfolio, which transformed the health care industry beginning in 2006 by proving that applying evidence-based protocols could reduce mortality rates, improve outcomes and reduce costly readmissions. It was deemed “surgery with a warranty” by The New York Times because if certain surgery patients are readmitted within 90 days with a preventable complication, they are taken care of at no extra charge.

“Historically, Geisinger’s reputation has been based on transforming the way health care is delivered,” Feinberg said. “We’ve been held up as a national model for providing both high-quality and cost-effective medical care and our ProvenCare program has garnered national – and international – praise for eliminating unwarranted variation and applying scientific best practices. Now is the time to focus on compassion.”

ProvenExperience, he predicts, will transform the health care industry once again.

“In the beginning, I talked to other health system CEOs and industry leaders about ProvenExperience and they all said, ‘Don’t do it.’  I really felt dejected,” Feinberg explained. “Then I thought about Kodak executives discussing digital photography. And Blockbuster talking about online video options. Were they also told ‘Don’t do it?’ That’s when I said to myself, ‘We’re doing it.’ ”

Feinberg acknowledges that while some may see the money-back concept extreme, his focus is on “returning to the core of what we’re supposed to do when given the privilege to take care of others.”

“Really, what people want is care that’s accessible, understandable, dignified and culturally sensitive,” he said. “To me, patient experience is about providing the same quality of care I want for my family. And from a leadership standpoint, I consider every patient to be a member of my family and so we’ve got to provide every one of them the same high-quality, compassionate care.”

About Geisinger

Geisinger Health System is an integrated health services organization widely recognized for its innovative use of the electronic health record and the development of innovative care delivery models such as ProvenHealth Navigator® and ProvenCare®. As one of the nation’s largest health service organizations, Geisinger serves more than 3 million residents throughout 45 counties in central, south-central and northeast Pennsylvania, and also in southern New Jersey with the addition of AtlantiCare, a National Malcolm Baldridge Award recipient. The physician-led system is comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 12 hospital campuses, two research centers and a 510,000-member health plan, all of which leverage an estimated $8.9 billion positive impact on the Pennsylvania economy. Geisinger has repeatedly garnered national accolades for integration, quality and service. In addition to fulfilling its patient care mission, Geisinger has a long-standing commitment to medical education, research and community service. For more information, visit www.geisinger.org, or follow the latest Geisinger news and more on Twitter and Facebook.

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  • Homeschool Art Studio Ages 6-13

    02/13/2018
    10:30AM — 11:30AM

    Homeschool Art Studio Ages 6-13 YS 40, Tuesday, January 30 - March 20 10:30 a.m. - 11:30 a.m....


  • Books Undone

    02/13/2018
    11:00AM — 07:00PM

    Books become the canvas for contemporary artists in this national juried exhibition. Exhibition i...


  • Homeschool Physical Education

    02/13/2018
    01:00PM — 02:00PM

    Students engage in moderate to vigorous physical activity through a variety of enjoyable game...


  • Business Practices for Creatives

    02/13/2018
    06:00PM — 09:00PM

    Business Practices for Creatives DES 200, Tuesday, January 30 - April 3 6 p.m. - 9:00 p.m., 1 c...


  • Intro to Social Media Marketing

    02/13/2018
    06:00PM — 09:00PM

    Intro to Social Media Marketing SM 101, Tuesday & Thursday, January 30 - March 1 6 p.m. - 9 p.m...


  • HTML5 & Website Design

    02/13/2018
    06:00PM — 09:00PM

    HTML5 & Website Design DES 155, Tuesday, January 30 - April 3 6 p.m. - 9 p.m., 1 credit, $475 ...


  • Drawing (Portrait & Figure)

    02/13/2018
    06:00PM — 09:00PM

    Drawing (Portrait & Figure) CE 91, Tuesday, January 30 - March 20 6 p.m. - 9 p.m., $245 Evan ...


  • Acrylic Painting and Mixed Media

    02/13/2018
    06:00PM — 09:00PM

    Acrylic Painting and Mixed Media CE 238, Tuesday, January 30- March 6 6 p.m. - 9 p.m., $215 Ju...


  • "The Blues Show"

    02/14/2018
    10:00AM — 06:00PM

    What does "blue" mean to you? Make work that shows it -- the color blue, Blues music, blue in th...


  • Homeschool Hangout

    02/14/2018
    11:00AM — 01:00PM

    Every other Wednesday 11-1p.m. during the school year beginning Jan. 17th-Apr. 25th.Parent/child ...


  • Books Undone

    02/14/2018
    11:00AM — 07:00PM

    Books become the canvas for contemporary artists in this national juried exhibition. Exhibition i...


  • Adobe InDesign

    02/14/2018
    06:00PM — 09:00PM

    Adobe InDesign DES 154, Monday & Wednesday, January 29 - February 28 6 p.m. - 9 p.m., 1 credit,...


  • From a graffiti artist in the favelas (slums) of Brazil raising awareness about domestic violence...


  • "The Blues Show"

    02/15/2018
    10:00AM — 06:00PM

    What does "blue" mean to you? Make work that shows it -- the color blue, Blues music, blue in th...


  • Books Undone

    02/15/2018
    11:00AM — 07:00PM

    Books become the canvas for contemporary artists in this national juried exhibition. Exhibition i...


  • iMAKE

    02/15/2018
    04:30PM — 05:30PM

    This a-la-carte class series offers both art and science projects for children ages 6-12. String ...


  • Intro to Video Production & Short Film

    02/15/2018
    06:00PM — 09:00PM

    Intro to Video Production & Short Film DES 178, Thursday, February 1 - April 5 6 p.m. - 9 p.m.,...


  • Design Principles & Typography

    02/15/2018
    06:00PM — 09:00PM

    Design Principles & Typography DES 150, Thursday, February 1 - April 5 6 p.m. - 9 p.m., 1 credi...


  • Intro to Social Media Marketing

    02/15/2018
    06:00PM — 09:00PM

    Intro to Social Media Marketing SM 101, Tuesday & Thursday, January 30 - March 1 6 p.m. - 9 p.m...


  • The Art of Felting: 2-D Composition

    02/15/2018
    06:00PM — 09:00PM

    The Art of Felting: 2-D Composition CE 239, Thursday, February 1 - March 22 6 p.m. - 9 p.m., $...


  • Oil Painting

    02/15/2018
    06:00PM — 09:00PM

    Oil Painting CE 169, Thursday, February 1 - March 22 6 p.m. - 9 p.m., $245 Michael Allen Ex...


  • "The Blues Show"

    02/16/2018
    10:00AM — 06:00PM

    What does "blue" mean to you? Make work that shows it -- the color blue, Blues music, blue in th...


  • Music Together Family Classes

    02/16/2018
    10:00AM — 12:00PM

    Runs for 8 weeks on Fridays Session A: 10-11am Session B: 11:15-12:15pm Music Together® is a f...


  • Books Undone

    02/16/2018
    11:00AM — 07:00PM

    Books become the canvas for contemporary artists in this national juried exhibition. Exhibition i...


  • Homework Happy Hour Tutoring

    02/16/2018
    03:00PM — 04:15PM

    Fridays 3-4:15 p.m. during the school year beginning Feb.9th.  Bloomsburg University Education...


  • The 5th annual Destination Blues Music Festival comes to 18 venues in Columbia and Montour Count...


  • "The Blues Show"

    02/17/2018
    10:00AM — 06:00PM

    What does "blue" mean to you? Make work that shows it -- the color blue, Blues music, blue in th...


  • Intergenerational Drawing (8 & up)

    02/17/2018
    10:00AM — 12:00PM

    Intergenerational Drawing (8 & up) CE 189, Saturday, January 27 - March 3 10 a.m. - 12 p.m., $1...


  • Short Story Writing

    02/17/2018
    10:00AM — 12:00PM

    Short Story Writing CE 208, Saturday, January 27 - March 3 (no class on February 24) 10 a.m. - ...


  • chttp://engage.pcad.edu/winter2018

    02/17/2018
    10:00AM — 12:00PM

    Young Artists Academy for Grades 6.7.8.9 YS13, Saturday, January 27 - March 17 10a.m. - 12 p.m....


  • Youth Studio Art I for Grades 1.2.3

    02/17/2018
    10:00AM — 12:00PM

    Youth Studio Art I for Grades 1.2.3 YS11, Saturday, January 27 - March 17 10 a.m. - 12 p.m., $1...


  • Youth Studio Art II for Grades 4.5

    02/17/2018
    10:00AM — 12:00PM

    Youth Studio Art II for Grades 4.5 YS12, Saturday, Saturday, Saturday, January 27 - March 17 10...


  • Sit Next to Me

    02/17/2018
    03:00PM — 04:00PM

    Wouldn’t it be nice to hear a positive, interesting, heartfelt, sad, weird, and even funny sharin...


  • The 5th annual Destination Blues Music Festival comes to 18 venues in Columbia and Montour Count...


  • Books Undone

    02/18/2018
    11:00AM — 07:00PM

    Books become the canvas for contemporary artists in this national juried exhibition. Exhibition i...


  • The 5th annual Destination Blues Music Festival comes to 18 venues in Columbia and Montour Count...


  • "The Blues Show"

    02/19/2018
    10:00AM — 06:00PM

    What does "blue" mean to you? Make work that shows it -- the color blue, Blues music, blue in th...


  • Adobe InDesign

    02/19/2018
    06:00PM — 09:00PM

    Adobe InDesign DES 154, Monday & Wednesday, January 29 - February 28 6 p.m. - 9 p.m., 1 credit,...


  • Illuminated Letters

    02/19/2018
    06:00PM — 09:00PM

    Illuminated Letters CE 206, Monday, January 29 - February 26 6 p.m. - 9 p.m., $195 Matt Chapma...



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