In the summer of 2019 I found myself accepting a two month assignment in Phoenix. July and August in the desert? Sure, why not! At the heart of the offer was a chance to work with Centum Health Properties and long-time friend and CEO, James Turpen. Throughout the years, I watched James develop and participate in many other businesses and his vision is extraordinarily unique. The opportunity to be in the middle of the action, for redesigning a medical office building, was not one I was willing to pass up and it did not disappoint.
One of the biggest takeaways, and one that I believe will assist other businesses, is the depth of the Centum mission. It went beyond some flat language that professed "state of the art design" or "modern facilities for modern lifestyles". Instead, the team at Centum is profoundly dedicated to the people who enter these spaces. The full mission is: "Centum Health Properties is committed to enhancing the patient and provider experience through outstanding healthcare real estate facilities." What I witnessed was outstanding dedication and this was accomplished through paying attention to innumerable details. We regularly discussed how to improve our facilities, and followed through with timely action.
A couple of the details I appreciated the most, and had never thought to consider, was the use of natural light and how to make sure patients could quickly, safely, and efficiently pass from their car (or bus stop) to their provider's office. The use of natural light is naturally healing and calming. Centum accomplishes this goal by adding windows and skylights, and further softens the space with plants and artwork. The transformation is blissful.
When you stop to think about walking from your car to your doctor's office, consider the state of the parking lot. Is it clean? Was it easy to find a parking space? Do you know which direction to go, if there are multiple buildings? Do you have to pay to leave the parking lot? If so, will your medical team validate a parking ticket? How long does it take to walk to the office? Is the signage helpful, or do you have to ask for directions? Patients may be stressed, tired, drugged, or feeling unwell upon arrival. It is important enough, to Centum, to avoid contributing further stress. Providers rely upon patients arriving on-time so they can conduct a smooth schedule, as well. These are just a handful of the questions that go into addressing the patient experience, and one tiny piece of the overall puzzle.
What is the mission of your business? Does it have depth? Do you really stand out from your competition? Is your team striving to and meeting the goals set forth? Will you be remembered?
Centum Health Properties goes the extra mile to be meaningful in a sea of tough competition. My impression is that they genuinely make a difference and continue to evolve with the changing times. I wish this reality for more businesses, particularly during these uncertain times.