CLIP: Geisinger’s Dr. John Bulger: Keeping the Patient as Our ‘True North’

Geisinger Health Plan is taking a customer-centric approach to patient experience through two programs: ProvenCare and ProvenExperience. ProvenCare allows patients to be cared for at no cost if they are readmitted to the hospital with a preventable complication within 90 days of a procedure, and ProvenExperience provides patients with a refund if they are not satisfied with the care they receive.