Patient-centered care

How To Build an Extraordinary Patient Experience Program

Brand

“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

Patient Experience + Brand + Culture = Growth

Sally Mildren, CEO and managing partner of Boss Lady Consulting, LLC

// 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

52 Hospitals; 1,025 Clinics; 7 States — and One Unified Brand Architecture

Jigar Shah, Chief Marketing Officer, Providence

// By Jane Weber Brubaker // Providence’s family of organizations embarked on a multi-year brand journey — right before the pandemic. Despite the many challenges brought on by the pandemic, the system launched a strong new brand that is energizing its 125,000 caregivers and the communities they serve. We’ve heard the familiar adage: All health Read More

Keys To Creating High-Quality Virtual Care Experiences

“Virtual health care has been building momentum slowly since video visits were offered in rural areas in the early 1990s,” says Diane Hopkins. “This new channel for medical care was slow to expand due to limits on payment, adoption of technology by providers, and regulations primarily around provider licensing.” Hopkins is a certified experience economy Read More

How to Create Exceptional Virtual-Care Experiences That Delight Patients

// By Diane S. Hopkins // As more and more physicians offer virtual visits, operational excellence and provider competence are critical to providing positive patient experiences. Virtual health care has been building momentum slowly since video visits were offered in rural areas in the early 1990s. This new channel for medical care was slow to 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

Telemedicine Can Solve Access Issues and Boost Market Share

Are your providers losing patients because of access issues? A robust telemedicine program that offers convenient care for patients is one way to protect market share. Our new article by Marcia Simon, APR, explores how telemedicine brings subspecialties to outlying communities. Here’s an excerpt: Most of Gundersen Health System’s patients live at least 25 miles Read More

Walking the Talk with Price Transparency

Kathy Delis, administrative director of revenue cycle support, University of Utah Health

A 2017 price transparency study published in the journal Hospital Pediatrics found 30 out of 45 pediatric hospitals contacted provided price estimates. Only 12 of the 30 that provided estimates had online price calculators. A new price transparency guideline from the Centers for Medicare and Medicaid Services (CMS), which went into effect in January, is Read More

How Much Does It Cost? Addressing Price Transparency

Althea Fung

// By Althea Fung // Health care is in the midst of a shift toward a consumer-centric model — empowering patients to have a greater role in how their health care dollars are spent. But there’s a problem. It’s hard to shop around if no one can tell you how much services cost. A 2017 Read More

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

Five-Star Service: Treat Your Patients Like Valued Guests, or Else

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

// By Lisa D. Ellis // 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 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

Patients Help to Define and Recognize Clinical Excellence at Johns Hopkins

Jane Weber Brubaker

// By Jane Weber Brubaker // 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 Read More

Telemedicine Enables Remote Dermatology Services

Jennifer Sikora, VP of Marketing, Iagnosis

If you had a suspicious mole or rash on your leg, what if you could have it evaluated by a dermatologist tomorrow without having to miss any work or activities and could find out quickly whether the area is cause for concern? You’d probably find this approach invaluable. And so might many of your health Read More

ACO Marketing Strategies: What is Effective Now?

Over the past year, Clay Cutchins of Franklin Street, a health care brand consultancy, worked with his team to help form the messaging and positioning of a new pediatric Accountable Care Organization (ACO) in Texas. This was not his first experience developing ACO marketing strategies. “Previously, we had helped sculpt the brand framework for a Read More

5 Lessons from a Marketer’s Trip Down the ACO Rabbit Hole

// By Clay Cutchins // Over the past year, my teammates and I helped form the messaging and positioning of a new pediatric ACO in Texas. Previously, we had helped sculpt the brand framework for a Medicare ACO. Recently, we decided to gather to cull some of the lessons we have learned in our own Read More