Concentra
Encyclopedia
Concentra Inc., a subsidiary of Humana Inc. (NYSE:HUM),is a national health care
company founded in 1979 in Amarillo
, Texas
. Concentra delivers a wide range of medical services to employers and patients, including urgent care, occupational medicine, physical therapy, primary care, and wellness programs.
The company, now based in Addison
, Texas
, operates more than 310 medical centers in 40 states. Concentra has more than 700 affiliated primary care
physicians and 450 physical therapists. These individuals treat injuries and illnesses, provide disease prevention and wellness services, perform physical examinations, and conduct drug testing. Concentra also provides a range of health improvement solutions to employers, and operates more than 250 employer-worksite medical facilities.
The company's primary focuses are occupational health, urgent care, and wellness and prevention services.
, Texas
. These physicians applied the same occupational health model to their second location, which opened in Garland
, Texas
in 1985.
Between 1985 and 1997, the network of medical centers grew under the management of OccuCenters, Inc. In 1997, Dallas-based OccuSystems, Inc., parent of OccuCenters, merged with Boston-based CRA Managed Care, Inc. to form Concentra Managed Care, Inc., a publicly traded company. In 1999, the company's stock was privatized, and in 2001, the company changed its name to Concentra Inc. A period of expansion followed as Concentra grew to include health-related businesses such as network services, bill review, case management
, independent medical examinations, and PPO networks. Following a series of divestiture transactions in 2006 and 2007, Concentra narrowed its focus on occupational health, medical center expansion, and wellness and preventive care.
In 2007, the Company launched its urgent care initiative to meet the growing need for a cost-effective option to hospital emergency rooms for non-emergent conditions. As part of this initiative, the organization wanted a consistent platform to support its strategic growth plan and align more than 310 centers in 40 states that were varied in design, operational requirements, and brand mark.
In December 2010 Humana
announced its acquisition of Concentra for approximately $790 million. Welsh, Carson, Anderson & Stowe
, a New York City
-based private equity firm, had previously owned a majority of Concentra's equity since 1999.
Approximately 80% of Concentra's revenue is derived from patient visits to its medical centers while Health Solutions and Auto Injury Solutions generate the remaining 20%.
W. Keith Newton, President, Chief Operating Officer
Thomas E. Kiraly, Executive Vice President, Chief Financial Officer
W. Tom Fogarty, MD, Executive Vice President, Chief Medical Officer
Suzanne C. Kosub, Senior Vice President, Chief Information Officer
Ted Bucknam, President, Concentra Medical Centers
A. Michael McCollum, President, Concentra Health Solutions
John A. deLorimier, Senior Vice President, Chief Marketing Officer
Jay B. Blakey, Senior Vice President, Strategic Business Development
Gregory M. Gilbert, Senior Vice President, Reimbusement & Government Affairs
Tammy S. Steele, Senior Vice President, Human Resources & Compliance Officer
Su Zan Nelson, Senior Vice President, Accounting & Finance
Matthew K. Elges, President, Auto Injury Solutions
John R. Anderson, DO, Senior Vice President, Medical Operations
William R. Lewis, MD, Senior Vice President, Medical Operations
s. The medical center usually includes a reception area, 8-12 exam rooms, one or two procedure rooms, drug testing bays, x-ray, pharmacy, a conference room, and an area for physical therapy.
The signature design for Concentra's medical centers was created in 2008 by Charlotte-based Little Architecture firm. The firm used a "patient-centric" concept. The design incorporated bold graphics, modern fixtures, distinctive curb appeal, soft accent lighting, frosted glass, stucco exterior finishes, and a welcome area with plush furniture and a flat-screen television. Nearly a dozen Concentra Urgent Care locations now feature the new design, while key elements have been replicated in every location.
As a company, Concentra treats over 30% of all work-related injuries in the United States
. This specific health care provider serves more than 100,000 employers of varying sizes, in a range of industries, and in the public and private sectors.
Urgent Care is a form of medical care offered to people who are either experiencing a non-life threatening medical situation requiring immediate care or can't get in to their primary care physician in a timely manner. Urgent Care centers generally treat medical conditions such as colds, flu, coughs, sore throat, sinus infections, minor cuts, scratches, sprains, strains, broken bones, and ear/eye infections. A person visiting an Urgent Care facility may also have access to vaccinations, physicals, physical therapy, X-rays, and lab work.
Concentra operates more than 310 medical centers in the United States. In most states these locations are called Concentra Urgent Care but are also known as Concentra Immediate Care in Delaware
, Illinois
, and parts of Indiana
.
One key element of this methodology is Concentra's Health Improvement Program, which offers biometric screenings, heakth risk assessments, personal health coaching, and personal health improvement plans. This element captures key data about each patient's health, to illustrate his/her risk for developing chronic and serious health conditions, including heart diseases, diabetes, and stroke. Once a patient receives his or her individual values, they are provided with a personal plan to guide the patient toward reducing at-risk values and achieve better health.
In 2007, Concentra developed an internal program to improve the patient experience, thereby having a positive impact on patient outcomes. This program was an effort to enhance every aspect of patient and client interaction with the organization. The company sought to improve every aspect of a doctor's visit, all the way from the parking lot to check out through caring and consistency. Patient surveys were later completed so Concentra could track the effectiveness of the changes.
(NPS) rating system in 2008 to rate its success in creating successful patient experiences. Each medical center has its own score, that when combined with additional metrics around the patient experience helps company leaders identify best practices and know where more improvements are needed. From the health care perspective, the score allowed the company to determine the likeliness of a patient to return for future medical needs. Following an aggressive overhaul of service touch points, Concentra achieved an average Net Promoter Score of 54 by 2010; a higher approval rating than other top leaders in customer service, including national retailers and gourmet restaurant chains. Concentra continues to use the NPS system in all areas of its business.
Health care
Health care is the diagnosis, treatment, and prevention of disease, illness, injury, and other physical and mental impairments in humans. Health care is delivered by practitioners in medicine, chiropractic, dentistry, nursing, pharmacy, allied health, and other care providers...
company founded in 1979 in Amarillo
Amarillo, Texas
Amarillo is the 14th-largest city, by population, in the state of Texas, the largest in the Texas Panhandle, and the seat of Potter County. A portion of the city extends into Randall County. The population was 190,695 at the 2010 census...
, Texas
Texas
Texas is the second largest U.S. state by both area and population, and the largest state by area in the contiguous United States.The name, based on the Caddo word "Tejas" meaning "friends" or "allies", was applied by the Spanish to the Caddo themselves and to the region of their settlement in...
. Concentra delivers a wide range of medical services to employers and patients, including urgent care, occupational medicine, physical therapy, primary care, and wellness programs.
The company, now based in Addison
Addison, Texas
Addison is a city in Dallas County, Texas . The population was 14,166 at the 2000 census, and 15,737 according to a 2009 estimate. Addison is a northern suburb of Dallas...
, Texas
Texas
Texas is the second largest U.S. state by both area and population, and the largest state by area in the contiguous United States.The name, based on the Caddo word "Tejas" meaning "friends" or "allies", was applied by the Spanish to the Caddo themselves and to the region of their settlement in...
, operates more than 310 medical centers in 40 states. Concentra has more than 700 affiliated primary care
Primary care
Primary care is the term for the health services by providers who act as the principal point of consultation for patients within a health care system...
physicians and 450 physical therapists. These individuals treat injuries and illnesses, provide disease prevention and wellness services, perform physical examinations, and conduct drug testing. Concentra also provides a range of health improvement solutions to employers, and operates more than 250 employer-worksite medical facilities.
The company's primary focuses are occupational health, urgent care, and wellness and prevention services.
History
Concentra’s predecessor was founded when three primary care physicians opened up the first Occupation Health Center in AmarilloAmarillo, Texas
Amarillo is the 14th-largest city, by population, in the state of Texas, the largest in the Texas Panhandle, and the seat of Potter County. A portion of the city extends into Randall County. The population was 190,695 at the 2010 census...
, Texas
Texas
Texas is the second largest U.S. state by both area and population, and the largest state by area in the contiguous United States.The name, based on the Caddo word "Tejas" meaning "friends" or "allies", was applied by the Spanish to the Caddo themselves and to the region of their settlement in...
. These physicians applied the same occupational health model to their second location, which opened in Garland
Garland, Texas
-Climate:* The average warmest month is July.* The highest recorded temperature was in 2000.* On average, the coolest month is January.* The lowest recorded temperature was in 1989.* The maximum average precipitation occurs in May....
, Texas
Texas
Texas is the second largest U.S. state by both area and population, and the largest state by area in the contiguous United States.The name, based on the Caddo word "Tejas" meaning "friends" or "allies", was applied by the Spanish to the Caddo themselves and to the region of their settlement in...
in 1985.
Between 1985 and 1997, the network of medical centers grew under the management of OccuCenters, Inc. In 1997, Dallas-based OccuSystems, Inc., parent of OccuCenters, merged with Boston-based CRA Managed Care, Inc. to form Concentra Managed Care, Inc., a publicly traded company. In 1999, the company's stock was privatized, and in 2001, the company changed its name to Concentra Inc. A period of expansion followed as Concentra grew to include health-related businesses such as network services, bill review, case management
Medical case management
Medical case management is a collaborative process that facilitates recommended treatment plans to assure the appropriate medical care is provided to disabled, ill or injured individuals....
, independent medical examinations, and PPO networks. Following a series of divestiture transactions in 2006 and 2007, Concentra narrowed its focus on occupational health, medical center expansion, and wellness and preventive care.
In 2007, the Company launched its urgent care initiative to meet the growing need for a cost-effective option to hospital emergency rooms for non-emergent conditions. As part of this initiative, the organization wanted a consistent platform to support its strategic growth plan and align more than 310 centers in 40 states that were varied in design, operational requirements, and brand mark.
In December 2010 Humana
Humana
Humana Inc. , founded in 1961 in Louisville, Kentucky, is a Fortune 100 company that markets and administers health insurance. With a customer base of over 11.5 million in the United States, the company is the largest Fortune 100 company headquartered in the Commonwealth of Kentucky, and has a...
announced its acquisition of Concentra for approximately $790 million. Welsh, Carson, Anderson & Stowe
Welsh, Carson, Anderson & Stowe
Welsh, Carson, Anderson & Stowe is a private equity investment firm in the United States. Founded in 1979, it has organized 14 limited partnerships with total capital over $16 billion and is currently in the process of raising a new $4 billion private equity fund Welsh, Carson Anderson & Stowe XI...
, a New York City
New York City
New York is the most populous city in the United States and the center of the New York Metropolitan Area, one of the most populous metropolitan areas in the world. New York exerts a significant impact upon global commerce, finance, media, art, fashion, research, technology, education, and...
-based private equity firm, had previously owned a majority of Concentra's equity since 1999.
Approximately 80% of Concentra's revenue is derived from patient visits to its medical centers while Health Solutions and Auto Injury Solutions generate the remaining 20%.
Leadership
James M. Greenwood, Chief Executive OfficerW. Keith Newton, President, Chief Operating Officer
Thomas E. Kiraly, Executive Vice President, Chief Financial Officer
W. Tom Fogarty, MD, Executive Vice President, Chief Medical Officer
Suzanne C. Kosub, Senior Vice President, Chief Information Officer
Ted Bucknam, President, Concentra Medical Centers
A. Michael McCollum, President, Concentra Health Solutions
John A. deLorimier, Senior Vice President, Chief Marketing Officer
Jay B. Blakey, Senior Vice President, Strategic Business Development
Gregory M. Gilbert, Senior Vice President, Reimbusement & Government Affairs
Tammy S. Steele, Senior Vice President, Human Resources & Compliance Officer
Su Zan Nelson, Senior Vice President, Accounting & Finance
Matthew K. Elges, President, Auto Injury Solutions
John R. Anderson, DO, Senior Vice President, Medical Operations
William R. Lewis, MD, Senior Vice President, Medical Operations
UC CME
In development with the Urgent Care Association of America, Concentra created a multi-part continuing medical education program about urgent care in 2009. The urgent care educational program focuses on evidence-based medicine, as well as the potentially dangerous or life threatening signs and symptoms of common health problems. The company is the only national provider of urgent care services in the U.S. Concentra's development of a CME program has created awareness of the urgent care segment.Medical Centers
A typical Concentra medical center is 7500 square feet (696.8 m²) in size and located in an area with convenient access from employer workplaces and/or residential areaResidential area
A residential area is a land use in which housing predominates, as opposed to industrial and commercial areas.Housing may vary significantly between, and through, residential areas. These include single family housing, multi-family residential, or mobile homes. Zoning for residential use may permit...
s. The medical center usually includes a reception area, 8-12 exam rooms, one or two procedure rooms, drug testing bays, x-ray, pharmacy, a conference room, and an area for physical therapy.
The signature design for Concentra's medical centers was created in 2008 by Charlotte-based Little Architecture firm. The firm used a "patient-centric" concept. The design incorporated bold graphics, modern fixtures, distinctive curb appeal, soft accent lighting, frosted glass, stucco exterior finishes, and a welcome area with plush furniture and a flat-screen television. Nearly a dozen Concentra Urgent Care locations now feature the new design, while key elements have been replicated in every location.
Occupational Medicine
Occupational Medicine is employment-related health services intended to provide primary injury care, physical therapy, specialist care, drug testing and screening, physical examinations, and travel health.As a company, Concentra treats over 30% of all work-related injuries in the United States
United States
The United States of America is a federal constitutional republic comprising fifty states and a federal district...
. This specific health care provider serves more than 100,000 employers of varying sizes, in a range of industries, and in the public and private sectors.
Urgent Care
]Urgent Care is a form of medical care offered to people who are either experiencing a non-life threatening medical situation requiring immediate care or can't get in to their primary care physician in a timely manner. Urgent Care centers generally treat medical conditions such as colds, flu, coughs, sore throat, sinus infections, minor cuts, scratches, sprains, strains, broken bones, and ear/eye infections. A person visiting an Urgent Care facility may also have access to vaccinations, physicals, physical therapy, X-rays, and lab work.
Concentra operates more than 310 medical centers in the United States. In most states these locations are called Concentra Urgent Care but are also known as Concentra Immediate Care in Delaware
Delaware
Delaware is a U.S. state located on the Atlantic Coast in the Mid-Atlantic region of the United States. It is bordered to the south and west by Maryland, and to the north by Pennsylvania...
, Illinois
Illinois
Illinois is the fifth-most populous state of the United States of America, and is often noted for being a microcosm of the entire country. With Chicago in the northeast, small industrial cities and great agricultural productivity in central and northern Illinois, and natural resources like coal,...
, and parts of Indiana
Indiana
Indiana is a US state, admitted to the United States as the 19th on December 11, 1816. It is located in the Midwestern United States and Great Lakes Region. With 6,483,802 residents, the state is ranked 15th in population and 16th in population density. Indiana is ranked 38th in land area and is...
.
Health Solutions
Concentra's Health Solutions business line delivers health care directly to the workplace, outside of the company's traditional brick-and-mortar medical centers. This segment includes such medical programs as customized medical clinic instillations, mobile medical services, episodic worksite screenings, physician review, environmental health and safety, and work-site based health centers. Through this unique delivery of health services, Concentra expands the health care services for the U.S. workforce and their dependents.Worksite Clinics
A worksite clinic is designed to meet the specific health care needs of each business. Services may include injury care and prevention awareness, physical examinations, wellness and disease prevention, or health coaching.Health and Wellness
Concentra expanded its services in 2007 to include urgent care and health and wellness programs. In response to employers' concerns about rising group health costs the company has used this growth model to expand to other employer-focused business lines including primary, preventive, and environmental health and safety services. By combining all of Concentra's services into a complete program, employers and patients gain a holistic and total approach to medical care.One key element of this methodology is Concentra's Health Improvement Program, which offers biometric screenings, heakth risk assessments, personal health coaching, and personal health improvement plans. This element captures key data about each patient's health, to illustrate his/her risk for developing chronic and serious health conditions, including heart diseases, diabetes, and stroke. Once a patient receives his or her individual values, they are provided with a personal plan to guide the patient toward reducing at-risk values and achieve better health.
Concentra Occupational Health Research Institute
In addition to Concentra's health care services, the company also manages a research institute. The Concentra Occupational Health Research Institute (COHRI) was established in 2000 with a focus on promoting the health of America's workers through scientific research and applying evidence-based occupational medicine. Its researchers analyze and collect clinical and outcome information on the millions of workers who have received treatment in Concentra's medical centers.Auto Injury Solutions
Injury Solutions (AIS) helps maximize the insured parties’ benefits resulting from accidents involving first and/or third-party injury coverage. This business model includes both technology solutions and outsourcing services that provide payers of property and casualty insurance claims access to decision engines, claims processing automation, and professional software services that are appropriate for each state/jurisdiction that allows such services.Patient Experience
On average, more than 25,000 patients visit Concentra's medical centers each day. According to the Bureau of Labor Statistics, 1 out of every 7 occupational injuries in the U.S. is treated by Concentra.In 2007, Concentra developed an internal program to improve the patient experience, thereby having a positive impact on patient outcomes. This program was an effort to enhance every aspect of patient and client interaction with the organization. The company sought to improve every aspect of a doctor's visit, all the way from the parking lot to check out through caring and consistency. Patient surveys were later completed so Concentra could track the effectiveness of the changes.
Net Promoter Score
Concentra began using the Net Promoter ScoreNet promoter score
Net Promoter Score is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research.-Overview:...
(NPS) rating system in 2008 to rate its success in creating successful patient experiences. Each medical center has its own score, that when combined with additional metrics around the patient experience helps company leaders identify best practices and know where more improvements are needed. From the health care perspective, the score allowed the company to determine the likeliness of a patient to return for future medical needs. Following an aggressive overhaul of service touch points, Concentra achieved an average Net Promoter Score of 54 by 2010; a higher approval rating than other top leaders in customer service, including national retailers and gourmet restaurant chains. Concentra continues to use the NPS system in all areas of its business.
Brand
In 2008, Concentra unveiled a new brand that features a bright blue and orange cross, aimed at establishing a sense of urgency along with an inviting culture. The logo was also meant to align the company with a brand that is more recognizable as a health care organization. The new brand elements were phased into all company locations throughout 2008 and 2009, as part of an ongoing evolution of its overall brand. The new logo is intended to communicate the company's renewed focus on putting the patient first.External links
- Fox Business interview with Concentra CEO
- Dallas Morning News article: Humana to buy Addison-based Concentra for $790 million
- Concentra Official Website
- Concentra Urgent Care Official Website
- Concentra Physical Therapy Official Website
- Concentra TotalCare Official Website
- Auto Injury Solutions Official Website
- Advance Medical Specialists Official Website
- Concentra Occupational Health Research Institute Official Website
- http://www.netpromoter.com/netpromoter_community/index.jspa