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Think of Patients as Customers: Duly Health and Care at NCC 2022

As the largest independent multispecialty physicians’ group in Illinois, DuPage Medical Group had a sterling reputation in the Chicagoland community. A new senior management team arrived in 2020 and, with partnership from physician leadership, committed to making DuPage an integrated system that would lead the rapidly evolving consumerism experience to deliver personalized, wholistic care that all communities deserve.

Rebranding to Duly Health and Care, the organization reimagined the patient and clinician experience, with lower costs, personalized navigation and improved health outcomes. A perfect quality score and $12.6 million in CMS savings in 2020 suggest Duly is on pace.

Steven Nelson, CEO; Emily Ford, Chief Brand and Strategy Officer; and Joel Nelson, Chief Transformation Officer, offer insights into the disruptive approach that galvanized more than 900 physicians and show how Duly’s leadership is challenging the expected to deliver the extraordinary in both health and care.