Free Weekly Ezine

Each week we email a tip or news that we are covering in Strategic Health Care Marketing. You can view the archives of this weekly ezine below.

Be Our Guest: The Importance of a Stellar Patient Experience

Kim Mott, marketing and customer service manager for Florida Orthopaedic Institute

The last time you went on vacation, you probably enjoyed five-star treatment from the staff at the hotels and restaurants you visited. But while customer service is paramount when it comes to dining and accommodations, most health care systems don’t think to treat their patients like valued guests. The danger is that if you’re not Read More

Are You Paying Enough Attention to Physician Engagement?

McAllister Dianne

With a predicted shortage of physicians over the next several years, and increasing concern over physician burnout, a group of savvy thought leaders are focusing on improving physician satisfaction and engagement. Physicians are responsible for making most decisions related to patient care. Yet medical staff members often aren’t involved in the broader decision-making process around Read More

A New (and Effective) Spin on Health Care Testimonials

Dawn French, senior vice president, marketing and community outreach at White Plains Hospital

In the testimonial-heavy world of hospital advertising, is there a fresh way of doing a testimonial campaign? How well can it perform for you? And what can you do to increase the impact of the advertising? In our new article, SHCM contributor and veteran copywriter Peter Hochstein looks at a new type of testimonial that Read More

5 Key Dynamics for Health Care Marketers in 2019

Linda MacCracken, senior principal at Accenture

“In my ongoing conversations with industry leaders about what’s shifting in health care, five factors rose to the top of the list for 2019, as marketing moves to new dimensions, and closer to health system collaborative scaling of smart pilots.” In our new article, Linda MacCracken, senior principal, customer engagement at Accenture Health, and Strategic Read More

How To Market When Your Specialists Are Booked Out

David Marlowe, author of Marketing Plans That Work

In our new article, David Marlowe, principal, Strategic Marketing Concepts, and Strategic Health Care Marketing Editorial Advisory Board member, shares results from five recent nationwide studies he’s conducted of what consumers consider to be “reasonable” wait times for routine, non-urgent visits. Will this type of information give marketers the hard evidence they need to stand Read More

Health Care Value: Moving Toward Affordable, Sustainable Care Delivery Models

Jane Weber Brubaker

We recently sat down with Priya Bathija, vice president of AHA’s Value Initiative, and Brian Griffin, SHSMD’s senior editorial specialist, to learn about the program, its scope, and its goals. Launched in December 2017, the Value Initiative’s mission is to be a change agent and provide thought leadership to the hospital industry as it moves Read More

5 Small – Yet Transformational – Strategies for Your Hospital Website

Whether you’re a small organization with just a few marketing professionals or a large health system with an extensive marketing team — or perhaps you fall somewhere in between these two extremes — it’s worth taking the time to listen to your digital customers. The insights they provide can help you make small changes that Read More

Crisis Communication Planning Is Essential for Health Care Marketers

Paul Wood kicks off UPMC’s Health Care Crisis Communications Summit, August 2018

What if your hospital is suddenly the center of national media attention for all the wrong reasons? What if a catastrophic event occurs and you must respond immediately? Do you know what to do? Do you have a crisis communications plan in place? In our new article, Paul Wood, vice president and chief communications officer Read More

Turning Hospital Employees Into Ambassadors for Your Health Care Brand

Newton-Wellesley Hospital - Finding a Better Way Campaign

The latest marketing efforts at Newton-Wellesley Hospital in Massachusetts have a very important goal: to engage employees to do whatever it takes to provide the very best experience for patients. While most health systems recognize the importance of internal engagement, Newton-Wellesley’s approach — which includes seeing the employees as “brand ambassadors” to extend the system’s Read More

Design Thinking: A Key Competency for Health Care Marketers

Michael Joyce, design specialist with Kaiser Permanente’s Innovation Consultancy

Health care marketers have much to gain by getting up to speed on the concept of design thinking. This approach is becoming increasingly valuable in helping organizations effectively meet patients’ needs and address an array of challenges. With more people living longer and needing to manage chronic conditions, and with the health care model shifting Read More

Length of Stay: An Increasingly Obsolete Metric?

Jessica Farrar, director of strategic planning and decision support, Anne Arundel Medical Center

Length of stay (LOS) is the duration of an inpatient episode of care, calculated from day of admission to day of discharge, and based on the number of nights spent in hospital. By tracking LOS, hospitals seek to improve processes and prevent errors, which ultimately lowers costs. But for Anne Arundel Medical Center, a 350-bed Read More

Christine Woolsey: Bringing Two Health Systems Together as SCL Health

Christine Woolsey, senior vice president and chief communications and marketing officer, SCL Health

Christine Woolsey began working with SCL Health — then known as Sisters of Charity Leavenworth Health System — as a public relations consultant helping the organization manage issues and communications related to a merger with another health system. In 2010, she joined SCL as senior vice president and chief communications and marketing officer. “At the Read More

Bringing Health Care Marketing and PR Together

Don Stanziano, chief marketing and communications officer at Geisinger

More and more, health care marketing and PR are coming together with a common goal of advancing organizational objectives. Gone are the days when marketing and public relations functions competed for funding, worked in silos, or thought that one side of the house was more creative than the other. Truth is, there’s plenty of creativity to Read More

Staff Suggestions Lead To Big Patient Experience Wins

Julia Beynon, BSN, RN, director of Imagine Perfect Care

The parking garage at the University of Utah Health, where families leave with their newborns, used to be dirty and stark. But a team of staff members recently recognized the poor image this created and decided to do something to improve the conditions. With a few gallons of paint and lots of artistic skill and Read More

The Importance of Defining and Recognizing Clinical Excellence

Miller Coulson Academy of Clinical Excellence at Johns Hopkins

Marketers’ ability to grow market share and promote patient loyalty is intricately and inextricably linked with what actually happens when patients receive treatment. Patients expect clinical expertise as a baseline. It’s the way they are treated that defines the relationship and either forges a bond or drives patients online to report their bad experiences on Read More

How Health Care Marketers Can Boost Population Health Efforts

Susan Dubuque

“As health care marketers, we are keenly aware of the rampant changes taking place in our industry — unforeseen mergers and consolidations, aggressive competitors entering the marketplace, pressures to demonstrate measurable ROI, and reorientation from delivering acute or episodic care to managing the health of a population with the goals of improving health and reducing Read More

Keys to Keeping Patients for a Lifetime

Preston Gee

Many health care organizations today focus their marketing efforts on bringing new patients through their doors. But they often stop there instead of going a step further to ensure that these patients will stay with them long term. If this sounds familiar, your organization’s own health could be at serious risk moving forward. Times are Read More

How Dartmouth-Hitchcock Medical Center Handled Unthinkable Human and PR Crisis

This may not be what hospital communicators signed on to deal with, but it can — and did — happen. How would you handle the ensuing human and PR crisis? On September 12, 2017, a Rhode Island man drove up to Lebanon, New Hampshire, and entered the intensive care unit at Dartmouth-Hitchcock Medical Center, where his mother was recovering from an aneurysm. According to news reports and indictments filed against him, the man asked for some time alone with his mother. Once they were alone, he allegedly pulled out a handgun and shot her four times, killing her.

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Jane Weber Brubaker named Executive Editor of Plain-English Health Care

Jane Weber Brubaker

I’m very pleased to announce that Jane Weber Brubaker has been promoted to the role of Executive Editor of Plain-English Health Care. Jane has been the editor of eHealthcare Strategy & Trends since 2015 and is chair of the eHealthcare Leadership Awards. She contributed several of our most popular articles to Strategic Health Care Marketing between 2013 and 2015, and Read More

NPS and Patient Experience: Focus on What Patients Really Value

NPS score visualization

“What if you and your hospital were measuring patient satisfaction incorrectly?” posits James A. Gardner. “Worse, what if you were focused on improving things that didn’t really matter — and overlooking things that did?” Gardner leads national market and business development efforts for MedTouch, a digital marketing agency serving hospitals and health systems nationally. “In Read More

Internal Branding Strengthens Hartford HealthCare from the Inside Out

Shawn Mawhiney, director of service line communications at Hartford HealthCaree

Are some of the biggest heroes in your organization going unnoticed? At Hartford HealthCare, leadership uncovered amazing examples of frontline staff members who were going to great lengths to show patients they cared. Recognizing these actions provided the health system with a valuable opportunity to strengthen its brand from the inside out. “At Hartford HealthCare, Read More

Health Care Marketers’ Important Role in Addressing Mental Illness

The tragic suicides of fashion designer Kate Spade and television personality Anthony Bourdain have thrust mental health issues into the limelight, catching the attention of people from all walks of life. Further, the recent rash of shootings in schools and at public events both in the U.S. and abroad have also raised widespread awareness about Read More

Tackle Physician Burnout with Proactive Solutions

Stamford Health Logo

Physician burnout is a hot topic, but effective solutions have been more elusive. In March 2017, 10 CEOs of the nation’s most prominent health systems examined physician burnout, proposing an 11-item call to action (Health Affairs). In a new article, Susan Emerson, senior vice president of strategic planning and business development at Private Health News/MedNews Read More

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