Improving the patient experience is an ongoing challenge for health systems—especially in the age of health care disruption. Leadership buy-in and actionable data are essential to driving meaningful change. When Matt Gove entered health care marketing, first with Grady Health and then Piedmont Health in Atlanta, he considered it “the ultimate consumer business because everyone Read More
Improving patient experience is an ongoing challenge for health systems. Leadership buy-in and actionable data are essential to driving meaningful change. // By Ron Shinkman // When Matt Gove entered health care marketing, first with Grady Health and then Piedmont Health in Atlanta, he considered it “the ultimate consumer business because everyone has to interact Read More
By using technology and expanding the care team, Renown Health is increasing capacity and giving patients more ways to access health care. // By Cheryl L. Serra // Renown Regional Medical Center in Reno, Nevada is a 650-bed facility and the region’s only Level II Trauma Center. Renown serves over a million people across 100,000 Read More
“As 2022 draws to a close, two issues have dominated industry talking points and sparked record-breaking investment in hundreds of specialty ventures: customer experience (CX) and digital health,” says Lindsay R. Resnick in a new article. “I hope my newfound perspective on these trends can serve as thought starters going into 2023. “This past year Read More
An industry veteran’s report card on customer experience in health care from the perspective of a patient. // By Lindsay R. Resnick, MHA // As 2022 draws to a close, two issues have dominated industry talking points and sparked record-breaking investment in hundreds of specialty ventures: customer experience (CX) and digital health. I hope my Read More
“The ability to attract, activate, and guide consumers through health care’s labyrinth depends not only on reimagining the business of health care but building relationships of value and trust that result in inspired, confident customers,” says Lindsay R. Resnick of Wunderman Thompson Health. Here’s an excerpt from his new article: Health care transformation was all Read More
// By Lindsay R. Resnick // The ability to attract, activate, and guide consumers through health care’s labyrinth depends not only on reimagining the business of health care but building relationships of value and trust that result in inspired, confident customers. Health care transformation was all the buzz throughout 2021. To be transformed means to Read More
// By Jane Weber Brubaker // It’s hard enough to get marketing budget for efforts directly tied to external goals in the strategic plan like patient acquisition or physician referral growth. If the key to the success of any major organizational initiative is keeping employees informed and aligned, what are the best strategies for getting Read More
“Truly exceptional patient experience programs thrive at the intersection of culture, engagement, and experience,” says Sally Mildren of Boss Lady Consulting. “This has played out in study after study by Monigle, PwC, McKinsey, Medallia, and many others. Good experience equals growth — in revenue, reputation, loyalty, satisfaction, and employee engagement. “Yet inconsistent consumer experiences, misaligned Read More
// By Sally Mildren // For patient experience to be successful, it must be woven into the culture, expressed through your brand and marketing, and demonstrated first and foremost to your employees. Truly exceptional patient experience programs thrive at the intersection of culture, engagement, and experience. This has played out in study after study by Read More
The pandemic forced massive change on the world in a very short space of time. The health care industry shouldered its share of the disruption — and benefited from it, as provider organizations found new ways to safely connect with patients and deliver care. “Change and disruption can be an incredibly positive force in our Read More
// By Jane Weber Brubaker // Health care has largely focused on disruption as a threat coming from outside the industry. The author of The Disruption Mindset turns that notion around, challenging companies to lead disruption from within. The pandemic forced massive change on the world in a very short space of time. The health Read More
An industry leader recently used a phrase we hadn’t heard before: “The NEXT Normal.” What has the pandemic taught us? How did it stretch us as an industry, and how can we use what we’ve learned to shape strategies in the future? We asked our editorial advisory board members to weigh in on one question: Read More
// By Jane Weber Brubaker // An industry leader recently used a phrase we hadn’t heard before: “The NEXT Normal.” What has the pandemic taught us? How did it stretch us as an industry, and how can we use what we’ve learned to shape strategies in the future? In this article, our editorial advisory board Read More
“Disrupt or be disrupted.” That’s the advice Shari Campbell offers to anyone in traditional health care who is concerned about losing market share to retail health care stores as Walmart, Amazon, CVS, and others move into the business. Campbell, marketing director, retail health at MultiCare Health System in Tacoma, Washington, says MultiCare Health began to Read More
// By Jim Samuel // We’ve all been expecting it, but now that Walmart, CVS, Amazon, Walgreens, and others are upping their games, the question is more important than ever. Can traditional primary care and health systems survive the retail health onslaught, and what do they need to do to maintain market share and thrive? Read More
If you have been paying attention for the past couple of years, you know there’s been growing talk in health care about health care consumer experience, consumerism and digital health. Telehealth, wearable devices, online portals and scheduling, and other technological advances have caused significant changes in how consumers receive their medical care. It is a Read More
// By Jim Samuel // There is a common thought among health care marketers that the business lags years behind other industries regarding digital marketing and meeting consumer needs. Two health systems have brought in marketing executives from Disney and higher education to help them catch up. If you have been paying attention for the Read More
“On December 14, 2020, the first COVID-19 vaccination outside the clinical trials was administered in the U.S. But UNC Health began preparing for the vaccine rollout months earlier,” writes Susan Dubuque, principal and co-founder of NDP. Here’s an excerpt from Susan’s new article. “Our consumer insights team conducts monthly Brand Trackers, and in the summer Read More
“Coming off an incredibly challenging 2020, health care marketers face a potentially rocky start to the new year,” says Danny Fell, a senior strategist with Optum’s innovation team. “Positive factors, like revolutionary new COVID-19 vaccines, are coming up against the ongoing reality of a pandemic that is still very much with us across many parts Read More
// By Susan Dubuque // In Part 2 of this series (Part 1 is here), Victor Reiss, vice president of consumerism and insights, marketing and communications for UNC Health, shares the health system’s research-based, comprehensive plan to address vaccine hesitancy. “For most health care marketing professionals, dealing with COVID-19 is the largest undertaking of a Read More
// By Danny Fell // Marketers can help their organizations thrive in an increasingly competitive environment by introducing creative “outside the box” approaches that will help accelerate change. Coming off an incredibly challenging 2020, health care marketers face a potentially rocky start to the new year. Positive factors, like revolutionary new COVID-19 vaccines, are coming Read More
“Health care has lagged behind other areas such as financial services or retail in the use of technology to provide a single, consistent customer experience,” says Alexandra Morehouse, chief marketing officer at Banner Health, a nonprofit health system based in Phoenix, Arizona that operates 28 hospitals and several specialized facilities across six states. Morehouse’s background Read More
View from the C-Suite, with Alexandra Morehouse, Chief Marketing Officer, Banner Health // By Sheryl S. Jackson // When it comes to the use of technology to enhance the customer experience, Amazon is widely recognized as the company that is constantly raising the bar for everyone else. “Health care has lagged behind other areas such Read More
// By Diane S. Hopkins // Health care leaders spend time designing spaces and assembling experts, but not as much time designing a comprehensive patient experience strategy that prepares the entire workforce for a common level of behavior. Reliable high patient satisfaction is the desire of every health care leader, yet achieving this aspiration is Read More