Only 20 years ago, Sharp Coronado Hospital was in a tough spot. Its revenues were falling, competition from other local community hospitals was growing, and patients weren’t returning. So, its leadership undertook efforts to find out why. They learned that patients were abandoning the hospital not because of any perceived lack in the quality of care, but because competitors were offering more desirable amenities and ancillary services. After retooling and rolling out a new consumer-driven, patient-centered care model, Sharp Coronado turned its $14 million annual operating loss into a $32 million surplus.

Read the story from Healthcare Finance here.