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  • Anesthesia Supplies & Products
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  • Anesthesia Masks
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  • Kangaroo™ Adult Nasogastric Feeding Tubes
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  • A-V Impulse™ Controller
  • A-V Impulse™ Foot Compression System Tubing
  • A-V Impulse™ ImPad™ Rigid Sole Foot Covers
  • Sterile A-V Impulse™ ImPad™ Rigid Sole Foot Covers
  • Clinical evidence
  • Implementing VTE prevention best practices
  • Understanding the prevalence of VTE
  • Comfort Sleeves
  • Controller
  • Express Foot Cuffs
  • Express Sleeves
  • T.E.D.™ for acute care
  • T.E.D.™ for continuing care
  • Commodes and Accessories
  • Shower Chairs and Accessories
  • Toilet seats and Accessories
  • Exam Stools
  • Exam Tables
  • Halogen Light
  • Hamper Stands
  • IV Pole Products
  • Instrument Stands
  • Integrated Wall Systems
  • Kick Bucket
  • LED Light
  • Overbed Tables
  • Side Chairs
  • Step Stools
  • Utility Carts
  • Waste Cans
  • Canes and replacement parts
  • Crutches and Replacement Parts
  • Oxygen Tank Cart
  • Resources for Durable Medical Equipment
  • Rollators
  • Transport Chairs
  • Walkers
  • Wheelchairs and Accessories
  • Kangaroo™ Accessories with Safe Enteral Connections
  • Kangaroo™ CO₂ Detector for Gastric Tube Placement
  • Kangaroo™ Gastrostomy Feeding Tubes w/ Y-Port with Safe Enteral Connections
  • Kangaroo™ Safety P.E.G. Kits
  • Kangaroo™ Skin Level Balloon Gastrostomy Kits
  • Nasojejunal Feeding Tubes
  • Kangaroo™ Multifunctional Port
  • Nasogastric & Salem Sump™ Tubes
  • Salem Sump™ Tube with Anti-Reflux Valve
  • Kangaroo™ Feeding Tubes with Dobbhoff Tip
  • Kangaroo™ Feeding Tubes with Standard Tip
  • Kangaroo™ Non-Weighted Feeding Tubes
  • Kangaroo™ Gravity Sets and Extension Sets
  • Kangaroo™ Extension Set
  • Kangaroo™ Gravity Feeding System
  • Kangaroo™ Milk Straw
  • Kangaroo™ Polyurethane and Argyle™ PVC Feeding Tubes
  • Monoject™ Enteral Syringes and Syringe Accessories
  • Nutritional Delivery Product Catalog
  • ENFit® Connection System videos
  • Gastrointestinal Products
  • Kangaroo™ Connect Enteral Feeding Pump videos
  • Kangaroo™ Feeding Tube with IRIS Technology videos
  • Kangaroo™ Joey Enteral Feeding Pump videos
  • Kangaroo™ ePump Enteral Feeding Pump videos
  • Operating / user manuals
  • Pediatric NG tube placement videos
  • Non-sterile cleanroom gloves
  • Sterile cleanroom gloves
  • Clear Vinyl
  • High Use portfolio
  • Latex
  • Specialty portfolio
  • Vinyl Stretch
  • Latex surgical gloves
  • Resources
  • Synthetic surgical gloves
  • 70% Isopropyl Alcohol Antiseptic
  • Chlorhexidine Gluconate
  • Hydrogen Peroxide
  • Sterilization Pouches, Tubing and Covers
  • Sterilization Wrap
  • Tray Liners
  • Disposable Bedding and Supplies
  • Disposable Gowns and Capes
  • Examination Table Paper
  • Eyewear and Face Shields
  • N95 Respirators
  • Qualitative Fit Test Kits
  • Resources
  • Surgical and Procedural Masks
  • Medi-Vac® Plastic Connectors
  • Medi-Vac® Suction Canisters
  • Medi-Vac® and Medi-Solid Plus™ Solidifiers
  • SAF-T Pump™ System
  • Absorbent Products 
  • Bone Marrow Biopsy/ Aspiration Needles
  • ChemoPlus™ Chemotherapy Training Kit
  • ChemoPlus™ Drug Transport Bags
  • Chemoplus™ Preparation and Administration Kits 
  • Other Protective Apparel
  • Spill Kits and Cleaning
  • Cardinal Health Paper Products
  • Chemotherapy Gowns
  • Coveralls
  • Footwear
  • Headwear
  • Isolation and Protective Gowns
  • Lab Coats and Jackets
  • Non-sterile Procedure Gowns
  • Resources
  • Scrubwear and Aprons
  • Surgical Clippers
  • Surgical Drapes
  • Surgical Gowns
  • 3-Spring Reservoirs
  • Jackson-Pratt® Channel Drains
  • Jackson-Pratt® Hemaduct® Drains
  • Jackson-Pratt® Perforated Drains
  • Penrose Drains
  • Cassettes and Accessories
  • Coverslippers
  • Coverslips, Cover Glass and Film
  • Cryostats
  • Cytology Supplies
  • Embedding Instruments
  • Embedding Materials
  • Grossing Accessories
  • Histology Reagents
  • Immunohistochemistry
  • Microscope Slides
  • Microtome Blades
  • Microtomes
  • Slide Stainers
  • Slide and Cassette Printers
  • Blood Bank Analyzers
  • Blood Bank Controls, Calibrators
  • Blood Bank Equipment
  • Blood Bank Reagents
  • Blood Bank Typing
  • Chemistry Reagents and Solutions
  • Clinical Chemistry Accessories
  • Clinical Chemistry Analyzers
  • Clinical Chemistry and Immunology Quality Controls
  • Immunology Reagents and Accessories
  • Molecular Reagents and Supplies
  • Special Chemistry Reagents and Stains
  • Special Chemistry Supplies
  • Toxicology Analyzers
  • Toxicology Reagents and Accessories
  • Cleaning Supplies
  • General Lab Chemicals
  • General Lab Supplies
  • Glucose Tolerance Beverages
  • Lab Labels and Tapes
  • Lab Liquid Handling
  • Lab Personal Protection
  • Lab Racks
  • Lab Temperature Monitoring
  • Lab Timers
  • Test Tube Closures
  • Test Tubes
  • Automated Coagulation
  • Hematology Automated Instruments
  • Hematology Slides, Consumables
  • Hematology Small Analyzers and Equipment
  • Hematology Stains
  • Centrifuges
  • Cold Storage
  • Constant Temperature
  • General Lab Equipment
  • Lab Furniture
  • Lab Weighing
  • Safety Cabinets and Fume Hoods
  • Water Filtration System
  • Blood collection kits
  • Blood culture collection kits
  • Direct-to-consumer kits
  • Tissue biopsy kits
  • Urine collection kits
  • Microbiology Analyzers
  • Microbiology Collection and Transport
  • Microbiology Equipment
  • Microbiology Identification and Susceptibility
  • Microbiology Media
  • Microbiology Quality Controls
  • Microbiology Supplies
  • Nasopharyngeal and Oropharyngeal Swab Specimen Collection
  • ID NOW™
  • Lyra Influenza A+B Assay
  • Quidel Solana®
  • Resources for Quidel
  • POC Coag Analyzers, Access
  • POC Glucose Analyzers, Access
  • POC, Chemistry Analyzer, Access
  • Rapid Test Kits
  • Urinalysis Analyzer and Test Strips
  • Urinalysis Controls
  • Urinalysis system and components
  • Catalogs
  • Government laboratories
  • Lab Briefing and Education
  • Lab Week
  • Laboratory Excellence List
  • Blood Collection Tubes
  • Lab Lancets and Needles
  • Phlebotomy Supplies
  • Specimen Bags
  • Specimen Containers
  • Specimen Mailers and Shippers
  • Tourniquets
  • Electron Beam Cure Synthetic Polymers
  • Thermoreactively Cured Highly Purified Synthetic Hydrogels
  • Thermoreactively Cured Natural Polysaccharide Karaya
  • Ultraviolet Cured Polymers
  • Uni-Patch™ Accessories
  • Uni-Patch™ C Series Electrodes
  • Uni-Patch™ R Series Electrodes
  • Uni-Patch™ S Series Electrodes
  • Uni-Patch™ Skin Care
  • Uni-Patch™ Specialty Electrodes
  • Neonatal
  • Perineal Cold Packs
  • Ice Bags
  • Instant Cold and Ice Packs
  • Instant Hot Packs
  • Resources
  • Reusable Gel Packs
  • Uni-Patch™ Elastic Wrap | Cardinal Health
  • Uni-Patch™ Heavy Duty Ice/ Cold Packs | Cardinal Health
  • Uni-Patch™ Hot/ Cold Gel Packs | Cardinal Health
  • Medication Delivery
  • Medication Preparation
  • Monoject™ Veterinary Supplies
  • Resources
  • Sharps and Waste Disposal
  • Argyle™ Mucus Traps
  • Argyle™ Specimen Containers and Luki Tubes
  • Argyle™ Sterile Irrigating Solutions
  • Argyle™ Suction Catheter Kits and Mini-Trays
  • Argyle™ Suction Catheters
  • Argyle™ Tracheostomy Care Trays
  • Closed Urinary Drainage Systems & Foley Trays
  • Catheter Irrigation Syringes and Trays
  • Dover™ Latex Foley Catheters
  • External Catheters and Leg Bags
  • Intermittent Catheters and Trays
  • Learn about CAUTI prevention with Foley catheter care videos and resources
  • Pediatric Catheters and Urine Collection Devices
  • Silicone and Silver Foley Catheters
  • Urine Drainage Bags & Meters
  • Cables and Lead Wires
  • Cardiology Accessories
  • Defibrillator Pads & Electrodes
  • Diagnostic ECG Electrodes
  • Monitoring ECG Electrodes
  • Neonatal and Pediatric ECG Electrodes
  • Resources
  • Digital and Disposable Thermometers
  • Filac™ Electronic Thermometers and Accessories
  • Genius™ 3
  • Genius™ 3 Tympanic Thermometer
  • User Manuals & Resources
  • Disposable Blood Pressure Cuffs
  • Cardiology Chart Paper
  • Digital Imaging Media
  • Kendall™ Fetal Paper
  • Recording Chart Paper
  • Resources
  • Basic Stethoscope
  • Premium Stethoscopes
  • Single-Use Stethoscope
  • Vein Ablation Request Sample Kit
  • Alginate dressings
  • Composite dressings
  • Contact layers
  • Foam dressings
  • Hydrocolloids
  • Hydrogels
  • Transparent dressings
  • Wound solutions
  • Resources
  • How PHMB works
  • Underpads
  • Bladder Control Pads & Undergarment Guards
  • Children's Incontinence Products
  • Incontinence Briefs
  • Pad and Pant System
  • Pre-moistened washcloths
  • Protective Incontinence Underwear
  • Curity™ Alcohol Preps
  • Medicated Wipes
  • Webcol™ Alcohol Preps
  • Disposable NPWT Systems
  • Disposables and Accessories
  • Home Care
  • Resources & Support
  • Reusable NPWT Systems
  • Simultaneous Irrigation™ Technology
  • All Day Moisturizer Cream
  • Antifungal Cream
  • Barrier Cream
  • Barrier Ointment
  • Bathing Wipes
  • Dry cloths
  • Manuka Honey Barrier Cream
  • No-Sting Barrier
  • Rinse-Free Foam Cleanser
  • Rinse-Free Perineal Cleanser
  • Rinse-Free Perineal and Skin Cleanser
  • Skin Care Basics
  • Skin Conditioner
  • Ancillary Medical Products
  • Bandage Rolls
  • Burn Care Dressings
  • Dressing Packs
  • Medical Tapes and Adhesives
  • Non-Adherent Dry Dressings
  • Non-Adherent Moist Gauze Dressings
  • Non-Woven Dressings
  • Wound Bandages
  • Woven Dressings
  • X-Ray Detectables
  • Chest Drainage
  • Perfusion Products
  • Procedural Trays
  • Thoracic Catheters
  • Devon™ Needle Counters
  • Devon™ OR Towels
  • Devon™ Surgical Markers
  • Kendall™ Solution Bowls
  • Lap Sponges
  • Light Handle Products
  • OR Essentials
  • Surgical Bowls and Medicine Cups
  • DEVON™ Foam Positioners
  • DEVON™ Positioning Kits
  • DEVON™ Positioning Straps
  • DEVON™ Supine Lithotomy Trendelenburg Kit
  • Economy Foam Positioners
  • KENDALL™ C-Section Strap
  • Reusable Gel Positioners
  • Devon™ Hands-Free Transfer Products
  • Devon™ Magnetic Drapes
  • Devon™ Magnetic Needle Finder
  • Devon™ Safety Strainer
  • Devon™ Sponge Counting System
  • Suction Instruments
  • Suction Tubing
  • Preoperative Skin Prep Components
  • LiquiBand® OCTYL Topical Skin Adhesive
  • LiquiBand® Butyl Topical Skin Adhesive
  • Resources
  • Argyle Umbilical Cord Clamp Clipper
  • Argyle™ Baby Board Straps
  • Argyle™ Infant Beanies
  • Cardinal Health™ ReliaMed® Lubricating Jelly
  • Cardinal Health™ Ultrasound Gels
  • Infant Footprinter Pads
  • Infant Tape Measure
  • Kendall™ Abdominal Belts
  • Kendall™ Abdominal Binder Rolls
  • Kendall™ Abdominal Binders with 2-way stretch
  • Kendall™ C-section Straps
  • Kendall™ Fetal Spiral Electrode System
  • Kendall™ Intrauterine Pressure Catheter System
  • Baby Care
  • Mom Care
  • Argyle™ Baby Hydrogel Adhesive Tape
  • Argyle™ Baby Phototherapy Eye Protectors
  • Argyle™ CPAP Nasal Cannula Kits
  • Argyle™ I.V Limb Support Boards
  • Argyle™ Neonatal-Pediatric Peripherally Inserted Central Catheters (PICCs) & Trays
  • Argyle™ Replogle Suction Catheters
  • Argyle™ Temperature Probe Covers
  • Argyle™ Umbilical Catheter Anchor
  • Argyle™ Umbilical Catheter Insertion Trays
  • Argyle™ Umbilical Vessel Catheters (UVCs)
  • Product videos
  • Biosimilar adoption low in RA
  • Improving biosimilar uptake in RA
  • Moving the needle on biosimilars
  • Survey: Biosimilars in rheumatology
  • Continuing Education
  • Nuctrac™
  • EDI 810 Invoicing
  • Nuclear Web Ordering
  • Reimbursement resources
  • Syntrac™ Integration Tools
  • PET
  • SPECT
  • Therapeutic
  • Health Physics Services
  • Accreditation and management
  • Bloodborne Pathogens standard
  • FDA-approved
  • Minimize radiation exposure
  • Needlestick safety
  • Other safety tools
  • PET biomarker manufacturing
  • Sealed sources
  • USP <797>
  • USP <825>
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  • Hospitality-inspired healthcare

Hospitality-inspired healthcare

September 2019

Also in this issue

What’s your launch strategy?
Advancing the customer ordering experience
Inventory Control

At first glance, the concept of delivering a “luxury” experience like you’d see at a high-end hotel or resort may not seem like a concept that’s applicable to the pharma industry. But Matt Traub, CEO of Traub Hospitality, says that’s not the case. When creating a better experience for the patient and seamless delivery of products is the goal, the world of hospitality can offer valuable lessons.  

Traub spent more than a decade working as an executive for Four Seasons Hotels – a brand synonymous with both luxury and customer service. He told attendees at the Channel Management Forum that in today’s increasingly competitive environment, luxury brands are defined “…by the degree to which they provide a highly personalized, intuitive level of service that goes beyond a simple business transaction, to build relationships and emotional connections with their customers.”

Regardless of your industry, Traub says companies that create deep emotional connections with customers will reap long-term, high-value returns such as customer loyalty and advocacy.

According to Traub, while delivering that high level of service doesn’t necessarily require a huge financial investment, it does require a great deal of focus, effort and training to empower your team to identify opportunities for providing above-and-beyond service to customers.

Watch the Channel Management Forum presentation now »

So what does “luxury customer service” look like in a business-to-business, versus consumer setting?  Joel Wayment, Vice President of Cardinal Health 3PL Services, joined Traub on stage to share a real-life example. The upshot? Constantly empowering employees to do what’s best for the patient can often lead to outstanding, unexpected customer service.

“One of our clients has a product used to treat patients who have organ transplants. It’s a high-urgency, life-saving medication,” said Joel. “One of our healthcare provider clients called in a rush order of that product, for delivery the next morning. The order needed to be placed within minutes in order to meet the timeframes provided by the carrier. Standard operating procedures called for a purchase order to be formally sent in with all the details for this urgent, high-cost drug; but the Cardinal Health 3PL customer service associate who took the call could tell that the client was calling in from his car, rushing to an off-site meeting.”

“That customer service associate could have simply instructed the customer to send in a purchase order when he got to a computer,” said Wayment. “She could have just told the customer that he was calling a little too late and would likely miss the order cut-off time. Instead, that associate focused on the knowledge that patients are the center of everything we do – and a patient, who would soon be undergoing a life-saving organ transplant, was depending on us. So she took the initiative to go above and beyond – and typed up all the details of the order in an email, and asked the customer to pull over to the side of the road for just a few minutes, to review the details and reply back with approval. This simple act – of creating an impromptu, informal purchase order – wasn’t required, and it wasn’t expected. But it did create a long-lasting, memorable connection with a valued customer – and more importantly, it helped save the life of a patient.”

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