In patient services, everything we build — every system, workflow and interaction — is designed with one goal in mind: supporting the patient. Like the marshmallow balanced at the top of a spaghetti tower, the patient represents both our purpose and our challenge. And just as a weak foundation can cause delicate structures to collapse, poor processes, siloed teams and underutilized data weaken the patient journey.
See how an exercise in a recent leadership session mirrored the complexity we face every day:
- Fragile systems (spaghetti)
- Sticky operational issues (tape)
- Limited resources (string) and above all
- Patient confusion (the jumbo marshmallow)
The main takeaway from our teams is that structure matters. So does collaboration. And to deliver real outcomes, we must continuously learn and adapt.
See how smarter patient support starts with a strong structure.