Buxton Diagnoses Concentra’s Customer Health

How does a healthcare provider successfully change the types of services it provides in existing markets? The solution is to know your customer and to carefully select markets and locations in which to implement the change.

With expected revenue of over $800 million in 2007, Concentra owns and operates the nation's largest network of occupational medical centers with 322 locations in 40 states.  With over 2,500 new work related injuries a day in the U.S., Concentra has become a key player in the healthcare industry.

The company wanted to test a new concept that would provide urgent care, rather than occupational care, in some of its existing facilities. To help determine which markets would be best suited for testing the new concept, Concentra selected Buxton.

Buxton, the industry leader in customer analytics and customer predictive modeling, analyzed markets in several states to identify which of Concentra’s existing markets had the best potential for success. Buxton created a custom model using a mixture of patient profiles and competition related variables to help determine new potential sites for the expansion into the urgent care sector of healthcare.

What made the selected market ideal for testing the new concept? First, it had a large concentration of people who typically use urgent care services. Second, the competition for urgent care services was low.

In the process of determining the best site for the test location, Buxton identified many other potential markets in which the new concept can be expanded.

Concentra is using the Buxton data to convert existing occupational medical centers into an urgent care center in four markets and is using the fact based model created by Buxton to evaluate opening new locations in additional markets. 

Jay Blakey, Senior Vice President of Sales and Account Management had this to say about Buxton’s work for Concentra “Buxton has helped Concentra to think retail, something we had never done in the past.”

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