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Concentra is Writing a New Prescription on Health Care With Outstanding Service
Date:2/28/2011

ADDISON, Texas and SALT LAKE CITY, Feb. 28, 2011 /PRNewswire/ -- Concentra, a subsidiary of Humana Inc. (NYSE: HUM), is transforming the future of occupational and urgent care through a series of enhancements and improvements, creating exceptional and engaging experiences for clients and patients. Recent customer loyalty ratings (Net Promoter® Scores) show Concentra has joined the ranks of top U.S. consumer companies as a leader in delivering outstanding customer service.

During the past four years, Concentra, a leading national provider of employer health care services, has implemented a major customer-service initiative to expand its business model and focus on delivering great patient experiences. Based on input and feedback from clients and patients, Concentra has implemented a number of strategic initiatives intended to enhance outcomes and strengthen patient loyalty. These initiatives touch all elements of a patient's visit, including the medical-center environment, engagement with clinicians, medical procedures and models, and follow-up/referral processes.

"Getting better faster has always been central to our business model, but in the new consumer-directed health care market, customer service is paramount to future success," said Ted Bucknam, president of Concentra Urgent Care. "We wanted to change the health care experience to one where patients were more confident and engaged in their own health and treatment, instead of anxious and apprehensive about the level and cost of care, and the experience they might have."

Administered and calculated by Franklin Covey Co. (NYSE: FC) through their Customer Loyalty Prac
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