How to Manage the Reputation Risks of Hospital Billing

// By Suzanne R. Spruce and Vince Galloro // In August 2022, the Portland Press Herald — the paper with the highest circulation in the state of Maine — published a long article on unexpected medical bills. The article, “In their own words: Nine Mainers talk about their medical billing nightmares,” covered policies and practices of health systems and insurers. A companion article offered advice to patients as consumers on “how to protect yourself” against hospitals and insurers.

Platform Helps Improve Patient Communication Channels

Sharp HealthCare in San Diego believes in expediting change. To prove it, a little more than a year ago the organization partnered with Podium, a leading customer communication and payments platform, to improve its patient communication and feedback operations through text communication and online reviews. “Our goal was to help our patients provide timely feedback Read More

Hello Customers… Sharp HealthCare Is Listening

// By John Marzano // In health care’s “moment of need” demand environment, progress and innovation rely on time and patience. It takes time to orchestrate real change to better the patient experience, and patience by everyone to realize the benefit of seeing measurable results. Sharp HealthCare in San Diego believes in expediting change. To Read More

COVID Has Heightened the Importance of the Customer Experience

The pandemic forced massive change on the world in a very short space of time. The health care industry shouldered its share of the disruption — and benefited from it, as provider organizations found new ways to safely connect with patients and deliver care. “Change and disruption can be an incredibly positive force in our Read More

How Can You Pivot to a Retail-First Mindset?

Consumer expectations have changed since the pandemic, and patients are shopping for health care much like they shop for retail goods. They want a seamless, Amazon-like digital experience and they expect to schedule an appointment, check in, pay a bill, or see a doctor virtually, all from a mobile device. Moreover, they pay attention to Read More

Leading Change Within Organizations: Why Disruption Is a Good Thing

// By Jane Weber Brubaker // Health care has largely focused on disruption as a threat coming from outside the industry. The author of The Disruption Mindset turns that notion around, challenging companies to lead disruption from within. The pandemic forced massive change on the world in a very short space of time. The health Read More

How a Retail Mindset in Health Care Drives Patient Acquisition

// By Marlene Kurban //  ProMedica has operations in 28 states. It saw huge improvements in key metrics after implementing a robust reputation management strategy at scale.  Consumer expectations have changed since the pandemic, and patients are shopping for health care much like they shop for retail goods. They want a seamless, Amazon-like digital experience Read More

Lessons from Retail: How Health Care Can Win by Adapting to Changes in Consumer Behavior – Webinar Recording

Health care organizations that leverage the new dynamics of consumer behavior — by adopting a digital-first, retail mindset — are poised to win in the new feedback-driven environment. In this SHCM webinar, you’ll discover how ProMedica uses customer feedback and a digital-first approach to consumers to achieve stellar results across more than 400 facilities in 28 states.

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Lessons from Retail: How Health Care Can Win by Adapting to Changes in Consumer Behavior

Discover how ProMedica uses customer feedback and a digital-first approach to consumers to achieve stellar results across more than 400 facilities in 28 states.

A Strategic Health Care Marketing webinar for marketers, communicators, and strategists at hospitals, health systems, and physician groups

Your Presenters:

• Annie Haarmann, Head of Strategy and Consulting, Healthcare and Life Sciences, Reputation
• Adeline Ashley, Director of Digital Strategy and Marketing Communications, ProMedica

Learn how to harness the power of digital to deliver a more retail-like experience in a changing environment. You’ll see real-world examples and learn best practices from health care leaders and industry disruptors.

Watch Now »