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COVID-19: Up to the Minute Learnings from Industry Experts on the Front Lines of the Coronavirus Pandemic

COVID-19: Up to the Minute Learnings from Industry Experts on the Front Lines of the Coronavirus Pandemic

A Strategic Health Care Marketing webinar on demand for health care marketers and digital strategists

Originally presented March 24, 2020.

Your Presenters:

  • Suzanne Hendery, Chief Marketing and Communications Officer, Renown Health
  • Christian Pettker, MD, Associate Chief Quality Officer, Yale Medicine
  • Ed Rafalski, PhD, Chief Strategy and Marketing Officer, BayCare Health
  • Sara Vaezy, Chief Digital Strategy & Business Development Officer, Providence St. Joseph Health

Watch Now »

New York Proton Center’s Purpose-Driven Brand

Patrick Curry, marketing and communications consultant, New York Proton Center

// By Wendy Stark Healy // It’s easy for health care organizations to articulate what they do and how they do it. But they sometimes struggle to understand their brand purpose — their “why” — especially in connecting with patients. Purpose-driven organizations outperform competitors, increase market share, attract better talent, and do better overall, according Read More

News from the Front: Health Care Shifts into High Gear to Address the Coronavirus

// By Jane Weber Brubaker // Well before cases of COVID-19 began to spike in the U.S., health care organizations were watching the response to the pandemic unfold worldwide and preparing for the worst-case scenario. Communications to myriad stakeholders have been and are being created, coordinated, and standardized across multiple channels. Accurate, up-to-date information is Read More

Banner Health’s Digital Front Door Creates Seamless Patient Experience

Sheryl S. Jackson

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

Is Your Health System Age-Friendly? Join the Movement

Lil Banchero, MSN, RN, senior director, Anne Arundel Medical Center’s Institute on Healthy Aging

// By Jane Weber Brubaker // Health care spending for older adults is disproportionately higher than for other age groups. According to 2016 research from the Kaiser Family Foundation, the 65 and older group — 16 percent of the population — consumes 36 percent of health spending. The cost of care for older adults is Read More

Moving from Delivering a Service to Presenting an Experience

// 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

Core Health Research: Consumer Perspectives on Healthcare

// Sponsored Post //

Examining the top drivers of consumer healthcare choice

What really matters to American healthcare consumers when selecting a healthcare provider? The answer may surprise and enlighten you. It may even give you the information you need to convince the bosses of your insights and decisions. Core Health’s inaugural research study explored consumer choice drivers in six key areas. Download this free white paper to learn what healthcare consumers value most.

In addition to identifying key drivers of healthcare choice, this study:

  • Explains how consumers define each of the drivers of healthcare choice
  • Discusses the relative value of health “systems” to a healthcare consumer
  • Explores other information consumers need when selecting a healthcare provider
  • Assesses respondents’ most recent provider-visit experiences
  • Details health insurance coverage and limitations

This study provides healthcare marketers with critical insight into the minds of today’s healthcare consumers and what truly motivates them.

Download now »

4 Patient Access Imperatives To Deliver A Differentiated Brand Experience

// Sponsored Post //

How to Build an Access Strategy that Wins Patient Loyalty

Today’s patients are increasingly informed, engaged, and empowered. And while they continue to value a health system’s reputation, they are prioritizing convenience and selecting organizations that can deliver connected care experiences. In fact, 82% of healthcare consumers said they’d switch providers as the result of a bad experience.¹

Download this checklist to learn the four key components needed to create a brand experience that consumers are wiling to switch for, including how to:

  • Build the foundation for customer-centricity
  • Make information about your network easily accessible
  • Remove barriers to booking an appointment
  • Expand flexible access to care

Download now »

¹ Salesforce. Connected Healthcare Consumer, 2019.

Improving Physician Engagement and Satisfaction — and Why It Matters

// By John Gonda // Investing in a physician engagement program may achieve better ROI than traditional consumer-facing mass media marketing efforts. Physician burnout is on the rise. Across the country, the ability of doctors to practice medicine and care for patients is increasingly affected by ongoing regulations and administrative requirements. As physician burnout increases, Read More

The Business Case for Behavioral Health

// By Howard Gershon, LFACHE // With the shift toward value-based care and the assumption of risk, many health care organizations are beginning to understand that they must address behavioral health in conjunction with physical care for patients. Behavioral health issues are in the news every day, whether it’s a national sports figure who has Read More

“What Goes On in That New Building?” VCU Health Offers a Soft-Sell Explanation with Equal Parts Nostalgia, Induced Guilt, and Romantic Playfulness

Susan Dubuque ndp

// By Peter Hochstein // Can simple charm compete for share-of-mind in a hot health care marketplace? Yes, if the charm is really charming enough. Here’s how it works in Richmond, Virginia. This probably isn’t the first time you’ve seen a bicycle treated so callously. It stands in a dusty garage, surrounded by other carelessly Read More

View From the C-Suite: Andy Grimm, CEO of Northeast Missouri Health Council

Sheryl S. Jackson

// By Sheryl S. Jackson // A newly formed alliance of three Federally Qualified Health Centers provides an example of how shared expertise and pooled resources are laying the groundwork for value-based care, with the ultimate goal of driving better outcomes and lower costs in Medicaid managed care contracts. One of the keys to success Read More

It’s Not Your Usual Hospital Advertising Target Audience. Or Message. Or Media Plan. So What is Dana-Farber Cancer Institute’s Ad Campaign Up To?

Peter Hochstein

// By Peter Hochstein // Sometimes there’s more to hospital advertising than recruiting and reassuring patients. One thing’s fairly certain. When a hospital with facilities that are pretty much limited to the Boston area starts advertising in New York and other major metropolitan centers around the nation, they must be doing something other than trying Read More

Is Your Call Center Aligned with Your Brand Promise?

Wendy Stark Healy

// By Wendy Stark Healy // It’s essential to understand the emotional aspects of a patient’s interaction with a contact center, as people ultimately make decisions based on their feelings. Does your contact center delight patients and uphold the promise your health care organization makes to them? Or is it a pain point with long Read More

The Voice of the Customer Is Getting Louder

How to make the shift from transactions to relationships // By Jared Johnson // Health care is really good at creating transactions, but not so good at creating relationships. Today’s consumers are frustrated at health care brand experiences that fail to meet their expectations. Visionary health care organizations are listening more and more to the Read More

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