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Case Study: Seeking systemness: pursuing a customer-driven health system strategy

For decades hospitals have come together-some through mergers and acquisitions, others naturally clustered through expansion-to form what we properly term the “healthcare system.” Many of these systems still operate independently and share few resources while taking scarce directive from the corporate office. What is shifting now is the desire to be seen, heard, and felt by the consumer as a healthcare system-all motivated by reform and its merger-friendly demand for efficiency.

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