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SKU’d Personal CSCOs?


Back in the mid-summer a Bloomberg article postulated in a headline “Best Buy should be dead, but it’s thriving in the age of Amazon.”


Just how has Best Buy outlasted all of its long-departed competitors of yore? Bloomberg points to the retailer’s “Geek Squad” as the roots of something interesting and quite extraordinary. Many know that the Geek Squad is akin to the big-box retailer’s Justice League for device and


equipment repairs and installation.


But Best Buy is training a new group of retailing heroes that aren’t supposed to act like or serve as salespersons, but more like consultants. They’re being referred to as “in-home advisors” functioning as “personal chief technology offi cers” to make sure your home is equipped with the right appliance, security, sound and visual tech – even promoting Amazon Echo, Apple HomePod and Google Home. These in-home advisors would profi le their customers, taking cues from how they talk, what they do and what interests them based on their décor and surroundings. In a way, they’re more like a retail valet, crossed with a mentor, minder and maybe an old friend who has all of your Best (Buy) interests in mind. I’m reminded of the Rocket Mortgage commercial where earnest customers are befuddled by all the fi nancial, legal and real estate mumbo jumbo until the Rocket Mortgage guy conveniently appears to translate abstruse dialogue into plain English. Imagine if this concept could be adapted for/adopted by healthcare as the industry embraces continuum-of-care and population health concepts and pushes for patient engagement and satisfaction under a “consumer-directed” remodeling. To date in healthcare, perhaps the “hospitalist” comes closest to serving as a pa- tient’s personal concierge in a way. But that role is limited to the hospital and not to the entire care continuum that theoretically starts prior to pre-admission planning and extends through the post-discharge evaluation period during the wee ends of home-based recovery. At the annual AHRMM conference in Chicago in mid-August, Jimmy Chung, M.D., Associate Vice President, Perioperative Services, Providence St. Joseph Health, (and 2016 P.U.R.E. award winner and new Healthcare Purchasing News editorial advisory board member!) advocated for the “Medical Home” concept that sidles fairly close to this retail consulting model.


Of course, a retailer like Best Buy can provide “personal CTOs” because product and service sales, as well as investors and stock market gains can offset the labor costs, which include training and benefi ts. Hospitals, specifi cally, not-for-profi t facilities, likely would face insurmountable challenges offering patients access to “personal Chief Medical Offi cers” or “personal Chief Nursing Offi cers” who can navigate them through the continuum of care and negotiate for anything on their behalf. But what if Supply Chain could offer “personal Chief Supply Chain Offi cers” not only to their clinical customers within healthcare organizations, but also to patients prior to entering the hospital as well as post-discharge? Essentially, the patient’s personal CSCO would help them plan and negotiate for non-acute care and home health products and services on the back-end as well as prepare them pre-admission on what to expect to be consumed or used on them throughout the clinical and surgical processes.


Instead of a “smart shopper” the patient could rely on a “smart sourcer” that can wade through much of the obfuscation in the billing process. Some might argue that in a consumer-directed healthcare model, the patient can do that on his or her own via access to the internet. Yet what’s missing in that internet access is the one ingredient likely to aid in the overall healing process — human connections and physical contact. And this “personal CSCO” concept may be just the opportunity for those supply chain professionals looking for new, fulfi lling or even any work.


EDITORIAL Publisher/Executive Editor Kristine Russell krussell@hpnonline.com


Senior Editor Rick Dana Barlow rickdanabarlow@hpnonline.com


Contributing Editors


Managing Editor Valerie J. Dimond vdimond@hpnonline.com (941) 927-9345, ext. 202 Kara Nadeau


knadeau@hpnonline.com Susan Cantrell susan_cantrell@bellsouth.net


ADVERTISING SALES East Coast Blake and Michelle Holton (407) 971-6286


Midwest Donna Boatman-Riley (815) 393-4624


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EDITORIAL ADVISORY BOARD Jimmy Chung, MD, FACS, CHCQM, Director, Medical Products Analysis, Providence Health & Services, Seattle; Joe Colonna, Vice President, Supply Chain, Piedmont Healthcare, Atlanta, GA; Karen Conway, Executive Direc- tor, Industry Relations, GHX, Louisville, CO; Michele DeMeo, CRCST (Ret.); Dee Donatelli, RN, CMRP, CVAHP, Principal, Dee Donatelli Consulting, LLC, Overland Park, KS; Mary Beth Lang, Executive Vice President, Cognitive Analytics Solutions, Pensiamo, Pittsburgh, PA; Melanie Miller, RN, CVAHP, CNOR, CSPDM, Value Analysis Consultant, Healthcare Value Management Experts Inc. (HVME) Los Angeles, CA; Dennis Orthman, Associate Executive Director, Strategic Marketplace Initiative (SMI), Westborough, MA; Richard Perrin, CEO, Active Innovations LLC, Annapolis, MD; Jean Sargent, CMRP, FAHRMM, FCS, Principal, Sargent Healthcare Strategies, Port Charlotte, FL; Rose Seavey, RN, BS, MBA, CNOR, ACSP, Seavey Healthcare Consulting Inc., Denver, CO; Richard W. Schule, MBA, BS, FAST, CST, FCS, CRCST, CHMMC, CIS, CHL, AGTS, Director, Clinical Education, STERIS Corporation; Robert Simpson, CMRP, Retired President, LeeSar and Cooperative Services of Florida, Fort Myers, FL; Barbara Strain, Director, Value Management, University of Virginia Health System, Charlottesville, VA; Deborah Petretich Templeton, R Ph., MHA, Chief of Care Support Services, Geisinger Health System, Danville, PA; Ray Taurasi, Principal, Healthcare CS Solutions, Washington, DC area


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Healthcare Purchasing News (ISSN: 1098-3716) is published monthly by Endeavor Healthcare Media, 2477 Stickney Point Road, Suite 315B, Sarasota, FL 34231, Phone: (941) 927-9345, Fax: (941) 927-9588, www.hpnonline.com, Business hours: 8:00 a.m.-5:00 p.m. EST.


Copyright 2018 by Endeavor Healthcare Media. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage-and-retrieval system, without permission in writing from the publisher. Healthcare Purchasing News is a registered trademark used herein under license.


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Copyright 2018 by Endeavor Healthcare Media. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage-and-retrieval system, without permission in writing from the publisher. Healthcare Purchasing News is a registered trademark used herein under license. Offi ce of publication: Periodicals Postage Paid at Sarasota, FL 34242 and at additional mailing offi ces. Postmaster: Send address changes to: Healthcare Purchasing News, P.O. Box 17517, Sarasota, FL 34276-9801.


4 October 2018 • HEALTHCARE PURCHASING NEWS • hpnonline.com


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