patient satisfaction

Tailoring Messages to Better Fit the Latino Community

“Arminda “Mindy” Figueroa, the Founder and President of Latin2Latin Marketing + Communications

How to Overcome 5 Common Challenges to Health Care Organizations’ Cultural Outreach Efforts // By Lisa D. Ellis // What if you were in a foreign country and needed emergency medical care but couldn’t communicate effectively with the health care providers there? This could put your life at risk, if you and your provider couldn’t Read More

How Media Training Can Refine and Strengthen Your Message

Lisa D. Ellis

You go to great lengths to develop strong messages that will resonate with your target audience and reinforce your brand. But what your spokespeople don’t say may come across louder than their actual words. This is because body language is essential when it comes to establishing trust and connecting with viewers on television and video. Read More

Media Training: Nonverbal Cues May Drown Out Your Messaging

Lisa D. Ellis

How to Address the Problem and Connect with More Potential Patients // By Lisa D. Ellis // You go to great lengths to develop strong messages that will resonate with your target audience and reinforce your brand. But what your spokespeople don’t say may come across louder than their actual words. This is because body Read More

Get a More Complete Picture of Patient Experience

William Maples, MD, Chief Medical Officer for Professional Research Consultants, Inc.

How satisfied are your patients with the care they receive in your facility? Your answer may be based on the latest HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) data, which provides an important way to track key measures from the patient perspective. This can provide valuable insight into your strengths and weaknesses. But Read More

Going Beyond HCAHPS Data to Track Customers’ Experiences

William Maples, MD, Chief Medical Officer for Professional Research Consultants, Inc.

An Interview with William Maples, M.D. // By Lisa D. Ellis // How satisfied are your patients with the care they receive in your facility? Your answer may be based on the latest HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) data, which provides an important way to track key measures from the patient Read More

Resort-Style Attention Puts Patients at Ease at Barnes-Jewish Hospital

Patti Crimmins Reda, Executive Director

At Barnes-Jewish Hospital and Washington University School of Medicine in St. Louis, Missouri, several customer-oriented programs are deeply integrated into the facility’s framework to help people feel truly comfortable with the care they receive. Such customer-focused programs include (among many others) concierge services through the Washington University and Barnes-Jewish Heart & Vascular Center. Barnes-Jewish is Read More

At Lafayette General Medical Center, Advertising-Driven Patient Traffic Goes Up, Up, Up. But Media Spending? That’s Down.

Notable Health Care Advertising // By Peter Hochstein // There’s nothing new about testimonial advertising campaigns for hospitals, right? Well, not so fast. Sometimes factors ranging from how the testimonials are executed, to the community where they’re broadcast, to even the media strategy, can make a striking difference. A case in point, the testimonial campaign Read More

Let’s Rethink Your Hospital Call Center

// By Andrea Simon, Ph.D. // A hospital “call center” often has been considered an irritating expense health care organizations have to endure, because people use phones and want to reach a doctor or patient in the hospital. But maybe it’s time to ask, “What if we’ve always been wrong?” Maybe a call center actually Read More

The C-Suite Weighs In on Health Care Branding

by Candace A. Quinn Marketers have spent the past 10 to 15 years focusing on emerging brand development initiatives for their organizations. Marketers want the brand equity of a Cleveland Clinic, Mayo Clinic, or Johns Hopkins Medicine, yet most of them represent the typical community-based hospital or health system that is slugging it out with Read More