Healthcare providers, traditionally among the most trusted institutions in society, are facing unprecedented scrutiny from regulators, the media, the marketplace and the people they serve. But despite the narrative, this high-pressure moment says more about the state of the industry writ large than than any specific player – particularly providers of care.In this week’s High Stakes Podcast, industry veterans David Jarrard and Teresa Hicks discuss the ripples that led to this watershed moment, as well as smart ways that healthcare leaders can navigate the choppy waters of high-visibility issues.

Key Points:

Many of the issues in question are nothing new. There have always been unbalanced expectations of what it takes for providers to deliver world-class care that solves the health problems of their communities while remaining financially viable in a competitive market. The high scrutiny of this moment has more to do with external factors that exacerbate these challenges, such as high inflation, the increasing political divide and viral media stories of bad experiences in medical settings.

The industry’s continued transformation is levying new expectations on providers. From the simultaneous rise in healthcare costs and bipartisan efforts to lower them, to the introduction of new technologies, to the progression of value-based care, the complex changes reshaping healthcare are reframing what it means to be a provider. Their work now extends beyond just medical services to encompass education, transportation, housing, nutrition and more. 

Scrutiny gets even more complex when there are many voices at the table. Even as they navigate the same issues, hospital stakeholders can have vastly different strategies for solving them. Medical professionals and board members, for example, often have contrapuntal priorities. This can lead to infighting and frustration that does nothing to improve care.

Crystal clear communication, as always, remains key. Healthcare, from any vantage point, is complex. When addressing issues, healthcare leaders should tailor their points to audiences in a way that leaves no room for misinterpretation. Remaining decisive, sympathetic and smartly transparent is critical in every public-facing statement.  

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