The situation
A large regional health system was under significant financial pressure from rising costs and inflation. Since its last negotiation, hospital and physician expenses had increased by 20%, driven by supply costs and labor shortages. To offset a portion of these inflationary pressures, the health system sought a modest rate adjustment from its largest payor. With just two weeks before the payor was set to issue contract-related communications, the organization engaged our team to quickly design and implement a strategic communications plan to support its negotiation.
The challenge
The system needed a comprehensive communications strategy developed on an accelerated timeline—one that would support internal alignment and empower the negotiation team to secure favorable terms under tight time constraints.
Strategic approach
Despite the short deadline, we developed and executed a robust communications plan centered on a clear message platform. This framework included both initial and escalation messaging supported by data-backed proof points—particularly around the inflationary cost pressures affecting the health system.
We produced tailored materials for internal and external audiences to ensure consistent, informed communication at every level. To prepare for a potential public announcement, our team also created a ready-to-launch creative campaign focused on clarity, reassurance, and transparency, giving leadership confidence should negotiations become public.
Results
Successfully reached an agreement with the payor, securing a double-digit rate increase over three years
Equipped the board and leadership with the confidence and strategy to move out of network if necessary
Achieved resolution before any public communication was required, demonstrating the effectiveness of preparation and message control