Health Care Consumerism

Free Report: 2021 Healthcare Reputation Report

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This report gives the healthcare industry insight to improve patient care based on Reputation’s proprietary Reputation Score — the industry’s leading ranking of healthcare reputation. The report also offers crucial insight into how people search for care and what matters most to them during the pandemic.

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Free White Paper: Powering Patient Acquisition and Retention with Your Find-a-Provider

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To attract consumers to your website and differentiate your brand, it is important to invest in your health system’s find-a-provider to deliver the modern experience consumers are seeking.

In this white paper, you will learn:

  • What consumers are looking for in their digital experiences
  • 3 digital strategies to improve patient acquisition and retention
  • 6 must-haves for your health system’s find-a-provider

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Free Report: Patient Access Post-Pandemic

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As care demand rebounds, healthcare organizations have the opportunity to differentiate themselves by creating increasingly flexible, patient-centric access and delivery models.

For more insights on how to meet changing consumer preferences, download the full report.

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Free Guide: Patient Acquisition During COVID-19

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This guide includes 13 tips and tactics to help welcome new patients and boost loyalty and engagement among existing patients.

Download today’s guide from Wellsource to get a phased approach to getting patients back in the door

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Reactivating Patient Access and Navigating Recovery in the COVID-19 Period

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As your organization responds to the COVID-19 pandemic and navigates the accelerating trends towards consumerism and digital self-service, it is essential to innovate for the pandemic and beyond by ensuring your patient access model is flexible, scalable and sustainable.

Download this guide to help your healthcare organizations build flexible, scalable, and sustainable patient access and scheduling models for the pandemic and beyond.

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Learn From the Retailers. They Are Stealing Your Customers.

Gary Druckenmiller, senior vice president, strategy and innovation at Healthgrades

See those retailers in your rearview mirror? They are the health care disruptors you’ve been hearing about — Walmart, Walgreens, CVS, Amazon, Google — and they are coming for you. They are closer than they appear, and they will steal your customers — if you don’t disrupt back. “The retailers have already nailed positive customer Read More

Why Consistency at Your Call Center Is so Important

Rachel Donovan, managing director, enterprise marketing strategy, Nemours Children’s Health System

Google is often the place people look first when seeking health information online. Assuming your health care system has done all the right things to optimize discoverability, the patient’s next step is to access care, most often by making a phone call. That first impression determines the course for a potentially long-term relationship. For a Read More

Retail Disruptors Stealing Your Customers? Time to Disrupt Back

jane weber brubaker

// By Jane Weber Brubaker // See those retailers in your rearview mirror? They are the health care disruptors you’ve been hearing about — Walmart, Walgreens, CVS, Amazon, Google — and they are coming for you. They are closer than they appear, and they will steal your customers — if you don’t disrupt back. “The Read More

Is Your Call Center Creating Loyal Customers?

Marcia Simon

// By Marcia Simon, APR // Google is often the place people look first when seeking health information online. Assuming your health care system has done all the right things to optimize discoverability, the patient’s next step is to access care, most often by making a phone call. That first impression determines the course for Read More

Patient Perspectives on Virtual Care

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Do you know how many patients would switch providers to have the option to have virtual care visits regularly? 1 in 2.

This is one of the many findings from our new survey that found patients want greater access to virtual care in the future. 72% had their first-ever virtual care visit during the COVID-19 pandemic and now the vast majority seek it as a standard part of their care.

However, with many organizations implementing virtual care strategies quickly due to COVID-19, the results also put a spotlight on opportunities to improve existing programs, such as by making virtual visits bookable online.

To learn more about what 1,000 patients said about their recent virtual care experiences and how your organization can deliver more seamless access to care, download the report today.

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Local Search, Healthcare, and the Impact of COVID-19

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How are you optimizing information about your services in search engines to connect consumers to the care they need?

With consumers increasingly turning to the internet to find care and COVID-19 resources, expanding your digital presence and taking advantage of Google My Business updates will be important for communicating changes in your services and raising awareness about new offerings (e.g., virtual visits).

To help you pivot your digital marketing strategy, download this white paper and learn:

  • Where consumers go online to find information about providers and medical facilities
  • What impact coronavirus has had on local search and what it means for health systems
  • How to leverage Google’s updates to expand patient access online, now and in the future

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Ideas for Applying and Marketing Telehealth in the COVID-19 Crisis

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Six ways U.S. health systems are using telehealth to deliver care now. And six ways to best communicate these services, including examples from leading systems.

Telehealth has surged as U.S. healthcare systems prepare for and manage the viral surge.

The COVID-19 pandemic and the corresponding reduced barriers to virtual care is pushing telehealth further into the mainstream, and many health care providers are moving quickly to implement or expand telehealth capabilities.

Download the e-Book to learn more about:

  • The growth of telehealth
  • How top health systems are implementing it now
  • The best strategies for marketing telehealth as a central part of your COVID-19 plan – and an essential, accessible service to your patients and communities

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Digital Front Door Boosts Google Click-Throughs

Alexandra Morehouse, chief marketing officer at Banner Health

“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

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

Value-Based Care: A Win-Win Integrated Approach

Jordan Pisarcik is vice president of growth and customer engagement at DocASAP

“Value-based care models are on the rise, and health care providers and payers are increasingly aligning to control costs while providing quality care,” says Jordan Pisarcik, vice president of growth and customer engagement at DocASAP. Here’s an excerpt from Pisarcik’s new article: According to a recent report by Humana, value-based care initiatives are proving to 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

Optimal Marketing Enables the Right Provider Match

“Marketers charged with leading their health systems into the new era of consumerism understand the hard truth about regional markets: They are a zero-sum game,” says Tom White, CEO of Phynd Technologies. Here’s an excerpt from White’s new article for Strategic Health Care Marketing: Marketers and business teams must create and market new networks to Read More

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