Conduit Health Partners president, Cheryl Dalton-Norman, was recently featured in Forbes with her article, Access Is The New Currency: 3 Lessons From Healthcare’s High-Stakes Playbook.
In the article, Cheryl draws attention to a critical reality: access is the most valued aspect of the health care experience, yet nearly half of patients report their access to care as below average. Just as consumers in retail, banking and other industries prioritize convenience and frictionless experiences, patients expect the same in health care, where the stakes are even higher.
Cheryl identifies three key lessons for health care, and any industry, when it comes to improving access:
1. Less friction is the name of the game
Patients are seeking efficiency and immediate solutions. Barriers like long wait times, difficulty finding providers or travel challenges can delay or prevent care altogether. Digital tools, virtual care and same-day appointments aren’t just perks, they’re now expectations.
2. First touchpoints establish trust and loyalty
Early interactions shape the patient experience. Whether it’s a Nurse-First Triage call at 2 a.m. or a quick appointment scheduling experience, first touchpoints build trust, drive loyalty and can influence long-term outcomes.
3. Technology can (and should) be harnessed without losing humanity
Advanced technology such as AI, chatbots and automated scheduling can streamline access for routine tasks. But complex health care needs still require human expertise. The best approach blends efficiency with empathy, allowing technology to handle transactional work while freeing humans to provide thoughtful, personalized care.
At Conduit Health Partners, these principles are at the core of how we support health systems. Our Nurse-First Triage and Patient Transfer coordination services are designed to remove friction, optimize first touchpoints and balance technology with compassionate human interaction, helping hospitals keep patients in-network, reduce staff burden and improve outcomes.
Read Cheryl’s full Forbes article and contact our team to learn how your organization could benefit from partnering with Conduit Health Partners.
