Digital Marketing and Analytics

The Longitudinal Health Care Consumer Journey

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Successful patient engagement in the on-demand economy requires a complete understanding of consumers in your market. In order to acquire this 360° view, providers must look beyond point-of-care events and examine consumer behavior, attributes, and risk.

Longitudinal engagement in healthcare is supported and accomplished by two primary systems: CRM and EHR. Integrating these two platforms gives health systems the ability to understand a consumer’s care journey both in and out of the hospital.

Consumers weigh a lot of options when selecting a provider or hospital, such as price, amenities, service, and convenience. Learn what they value most and how to provide them with meaningful messages that address their wants and needs. Expand the care continuum beyond hospital walls to inspire behavior change and improve outcomes.

In this new Gartner research, we explore the longitudinal consumer journey to help solve some of the patient loyalty and engagement challenges facing healthcare organizations.

Read about the future of patient engagement.

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How to Compete for Patients in the Digital Age

reputation.com how to compete for patients digital age cover

// Sponsored Post //

Creating competitive advantage starts with a sound digital strategy.

In a 2017 survey of healthcare consumers across the U.S. from a representative range of demographic groups, we found that 88% of consumers begin their search for healthcare providers online. Consumers rely on search engines and review sites to steer their decisions about where to go for care.

What consumers read about you online heavily influences their decision-making. Your reputation is defined at every touchpoint a potential patient has with your doctors and organization on the web — from the doctor or location listing, to patient rating and reviews, to finding the right doctor and reading profiles on your website.

Done well, online reputation management (ORM) enables your providers to generate a high volume of representative reviews from the “silent majority,” while providing valuable insights to improve patient experience, make operational improvements and drive new patient appointments.

Download this new white paper to learn how.

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A Texas Health System Spreads The Word Via Facebook Live

Abbey Lee, director of marketing and business development at Bay Area Regional Medical Center

Bay Area Regional Medical Center, in Webster, Texas, first opened its doors in July 2014. As an independent facility in the Houston Bay Area not affiliated with any larger systems or networks, it had to work hard at first to establish its reputation in an already crowded market. “Initially the goal was to find a Read More

Zucchini Salad Recipes. Bag Lunch Packing Instructions. A Nerdy Guy and His Dog Who Run Treadmills. Is This How to Advertise Hospitals These Days? Yes.

Peter Hochstein

Notable Health Care Advertising // By Peter Hochstein // For the 36 or so years I’ve been writing this column, hospital marketing managers and their agencies have been telling me they didn’t want their ads to look like “typical hospital advertising.” And much hospital advertising really has been atypical. I’ve seen senior citizens doing stand-up Read More

Strong Technology Infrastructure Boosts Your Community Impact

The technology landscape is rapidly evolving, creating new challenges — and also new opportunities — for marketers in all industries. For those working in the health care sector, this means that the time is right to draw on the latest tools to have the most meaningful impact in a variety of situations. Marketers need look Read More

Children’s Hospital Advertising Campaign Targets “Compassionate Moms”

Donna Teach, Nationwide Children's

“Sorry, family health care decision-making moms, ages 20-something to about 50. For once, you’re not the specific target of a hospital advertising campaign,” says veteran copywriter and frequent SHCM contributor Peter Hochstein. “Nationwide Children’s Hospital in Columbus, Ohio, with 618 licensed and leased beds and 1.4 million patient visits annually, has been running a different Read More

Doing Hospital Fundraising? Meet Your Latest Target: “Compassionate Moms”

Peter Hochstein

Notable Health Care Advertising // By Peter Hochstein // Sorry, family health care decision-making moms, ages 20-something to about 50. For once, you’re not the specific target of a hospital advertising campaign. But then, Nationwide Children’s Hospital in Columbus, Ohio, with 618 licensed and leased beds and 1.4 million patient visits annually, has been running Read More

Empower Your Community Champions to Advocate on Your Behalf

What Your Health Care Organization Can Learn from a New Decentralized Fundraising Campaign That Leverages Generational Giving Trends // By Lisa D. Ellis // Some of the greatest champions for your health care organization no doubt come from your service communities. A new campaign from the Muscular Dystrophy Association (MDA) shows how champions are newly Read More

Aging Boomers and More: Key Topics To Watch in 2018

Linda MacCracken, senior principal at Accenture

“One of the great pleasures of [Strategic Health Care Marketing] is tracking the innovative marketing approaches that are key to building consumer engagement,” says Linda MacCracken, senior principal at Accenture (and member of the SHCM Editorial Advisory Board). After numerous conversations with providers and technology innovators, and from reviewing trending analytic indicators, she has identified Read More

Five Topics for Health Care Marketers to Manage in 2018

Linda MacCracken, senior principal at Accenture

// By Linda MacCracken // One of the great pleasures of this journal is tracking the innovative marketing approaches that are key to building consumer engagement. After numerous conversations with providers and technology innovators, and from reviewing trending analytic indicators, I have identified five key factors in building strong customer engagement. How do these topics Read More

Fitness Trackers: An Untapped Source of Valuable Data

Michelle Berryman, managing director of strategy & innovation at LiquidHub

Do you wear a fitness tracker to count your steps or follow other health-related measures? Many people who access health care services within your system also probably use the latest devices to monitor details like activity level, amount of sleep, and blood pressure. All of this information can paint a valuable picture of health status Read More

Can Fitness Trackers Move Your Organization into the Future?

Michelle Berryman, managing director of strategy & innovation at LiquidHub

// By Lisa D. Ellis // Do you wear a fitness tracker to count your steps or follow other health-related measures? Many people who access health care services within your system also probably use the latest devices to monitor details like activity level, amount of sleep, and blood pressure. All of this information can paint Read More

A New Global Health Care Marketing Framework

Skills and Attributes of the Healthcare Strategist

At the annual meeting of the Society for Healthcare Strategy & Market Development (SHSMD) in September 2017, a group of health care strategists from the Middle East came all the way to Orlando, Florida to attend the presentations. When they introduced themselves to SHSMD representatives, they revealed that they had made the trip to attend Read More

Referral Patterns Can Point a Path To Success

Tampa General Hospital

Close examination of your referral patterns may bring to light some surprising gaps in your current practices that could be impacting your revenues. That was recently the case at Tampa General Hospital (TGH), says Katie Alexander, director of physician relations at TGH. But once her organization identified the problem using a Physician Relationship Management (PRM) Read More

Physician Relations: The Secret to Keeping Patients in Your Network

Katie Alexander, Tampa General Hospital

// By Lisa D. Ellis // Close examination of your referral patterns may bring to light some surprising gaps in your current practices that could be impacting your revenues. That was recently the case at Tampa General Hospital (TGH), says Katie Alexander, director of physician relations at TGH. But once her organization identified the problem Read More

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