Patient Experience

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

How Effective Is Your Provider Information Management Platform?

// By Tom White // 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. Every covered life gained is a win over the competition, and the stakes are high: CMS pegs healthcare spending per person at nearly $10,800 annually, Read More

BayCare Health’s Vision: Evidence-Based Design for Care Delivery

Jane Weber Brubaker

// By Jane Weber Brubaker // Consumerism is driving all industries to innovate, and health care is no exception. The ideal state is a digitally enabled, frictionless consumer experience. But in a highly complex industry like health care that has traditionally operated with a command-and-control vs. consumer-centric mindset, it’s a massive change. Adding to the Read More

High-Tech Care Delivery Plus High-Touch Human Interaction

Ed Rafalski, senior vice president and chief strategy and marketing officer at BayCare Health System

Consumerism is driving all industries to innovate, and health care is no exception. The ideal state is a digitally enabled, frictionless consumer experience. But in a highly complex industry like health care that has traditionally operated with a command-and-control vs. consumer-centric mindset, it’s a massive change. Adding to the cultural challenges, the pain points on Read More

Survey: Provider Perspectives on Digital Access

// Sponsored Post //

A free download from Kyruus

As health systems increasingly prioritize digital initiatives to transform patient access, engaging providers in the process will be critical to scaling access and promoting provider satisfaction. We surveyed PCPs and specialists to uncover their thoughts on – and appetite for involvement in – digital access initiatives. Based on responses from 200 providers, we have identified strategies for health systems to win provider buy-in on your modern digital initiatives.

Download the report to discover key findings about provider perspectives, including:

  • 91% want to be more involved in creating and maintaining their find-a-provider profile
  • While 63% think patient ratings and reviews are very or extremely important
  • 64% do not offer online scheduling, yet nearly half of this group expressed interest

For additional insights and best practice for partnering with your providers, download the report today.

Consumerism: 9 Factors Reshaping the Health Care Landscape

“Health consumerism continues to revolutionize the health care industry,” says Ken Robbins, founder and president of Response Mine Interactive (RMI). “The days when patients blindly followed their doctors’ recommendations — often without a single question asked — are long gone. Today, physicians and health care organizations face a much more engaged and empowered population. Patients are playing Read More

Health Consumerism — 9 Trends to Watch

// By Ken Robbins // Health consumerism continues to revolutionize the health care industry. The days when patients blindly followed their doctors’ recommendations — often without a single question asked — are long gone. Today, physicians and health care organizations face a much more engaged and empowered population. Patients are playing by a different set Read More

Online Scheduling Done Right: 10 Considerations For Health System Buyers

// Sponsored Post //

A free download from Kyruus

Are you ready to make online scheduling a reality?

With high demand for digital self-service, health systems have an opportunity to differentiate their patient experience by making access to providers and services easier with online scheduling. But determining the optimal approach and gaining cross-functional buy-in can be tough.

Download this free buyer’s guide to help you get the right online scheduling plan in place from the start.

Discover how to:

  • Develop a comprehensive online scheduling strategy to engage today’s consumers
  • Drive organizational alignment, including engaging key stakeholders & providers effectively
  • Evaluate and select the optimal solution by asking vendors the right questions

2019 Healthcare Reputation Report

// Sponsored Post //

An Analysis of Consumer Reviews for More than 3,800 Hospitals — and How Online Reputation Drives Revenue

A free white paper, published by Reputation.com

Today’s healthcare consumers find healthcare providers online, and they rely on information in online reviews and social media to inform their decisions. This means that for health systems and providers, maintaining a stellar online reputation is essential.

Systems and providers that neglect their online reputation will struggle to compete with others that proactively manage their reputation and consistently show up higher in search rankings with more positive reviews.

To create the 2019 Healthcare Reputation Report, Reputation.com’s data science team applied artificial intelligence, machine learning, and sentiment analysis to unstructured text in reviews of 4,800 hospitals that report revenue annually to the Centers for Medicare and Medicaid Services (CMS). From that sample, they included 3,824 hospitals with 10 or more online reviews on Google or Facebook between January 1, 2016 and August 31, 2018.

Key findings include:

  • A strong Reputation Score predicts higher revenue per bed. Specifically, hospitals with a Reputation Score in the top 25% have a revenue per bed that is $1.2 million higher than hospitals with a Reputation Score in the bottom 25%.
  • Google is dominating the search landscape in healthcare and is the top vehicle used for the healthcare listings that consumers use to find organizations and providers.
  • The top 5 sites (Google, HomePages, Apple, Facebook and Bing) constitute 89% of all sites used to find healthcare listings.
  • Tier 2 sites (Healthgrades, WebMD, Yahoo and Vitals) now make up only 10% of the sites visited when patients look for healthcare listings.
  • Hospital reviews on Google grew an incredible 86% from 2016 to 2018 (Figure 2), establishing it as the preferred platform for leaving hospital reviews.

In addition to these findings, the report uncovers the Reputation Score for the top 100 health systems in our study. It also explores the three best practices that health systems and providers must focus on to improve their online reputation.

Download now »

Why Effective Management of the Patient Journey Is Essential

Rich Phillips CEO and co-founder of Customer Evolution

“The U.S. health care industry is undergoing tremendous change — some might say disruption,” says Rich Phillips, CEO and co-founder of Customer Evolution. “This is driven by multiple factors, including rising consumer expectations, the significant cost of care noncompliance, and the emergence of nontraditional competitors.” In his new article, Phillips explains why health care marketers 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

Sometimes Branding Is an Art in More Ways Than One

Peter Hochstein

What besides advertising could contribute to a children’s hospital brand experience? It could be a friendly bear, a playful dog, a rocky wolf, or a little girl with a perpetually broken leg. // By Peter Hochstein // There’s an enormous bear. And he’s just outside the front door of a children’s hospital. And with his Read More

Making the Shift from Journey Mapping to Journey Management to Improve Patient Experience and Health Outcomes

Rich Phillips CEO and co-founder of Customer Evolution

// By Rich Phillips // The U.S. health care industry is undergoing tremendous change — some might say disruption. This is driven by multiple factors, including rising consumer expectations, the significant cost of care noncompliance, and the emergence of nontraditional competitors. To thrive within this tumultuous environment, health systems are increasingly focused on two important 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

Women Make Health Care Decisions – Does Your Marketing Reflect This?

Kathy Selker

“While hospitals cater to everyone, their most influential consumers are women, who make 80 percent of health care decisions in America,” says Kathy Selker. Selker is president and CEO of Northlich, an independent full-service marketing and advertising agency. In our new article, Selker discusses how to connect with this key health care demographic. Here’s an Read More

Digital Accessibility: How to Achieve Compliance and Create a Better User Experience

John Mulvey and April Morgan

A new Strategic Health Care Marketing webinar for health care marketers, communicators, and digital strategists

Wednesday | May 15, 2019 | 2 p.m. Eastern

Your Presenters:


Digital echo logo

Sponsored by Digital Echo


The Americans with Disabilities Act (ADA) covers much more than ramps and rails. Today, accessibility includes the internet and the digital accommodations required for people with vision, hearing, or mobility impairments.

Compliance with accessibility guidelines isn’t just a moral imperative — it’s a legal one. With web accessibility lawsuits increasing every year, it’s not a matter of if, but when, organizations not in compliance will be sued.

Does your website provide equal access to people with disabilities, including digital content? In the recent past, digital accessibility was complicated, labor-intensive, and expensive, and often required disruptive website redesign. Now, there are efficient and effective technological solutions that take into account your resources, timelines, and budget.

Join us on May 15 and learn how you can remove the compliance burden from your team and offer a website that is more usable for all of your visitors.

In this webinar, you’ll learn:

  • How laws and regulations about digital accessibility apply to your health care organization
  • The importance of compliance given aggressive legal challenges
  • How to meet compliance standards and mitigate risk without burdening your marketing team or incurring expensive redesign costs
  • How to ensure that your organization’s website is fully accessible, including improved user engagement, conversion optimization, and SEO considerations

You’ll leave this webinar with the ammunition you need to make the case to C-Suite leaders that digital accessibility is as much a priority as accessible buildings — and the risks of noncompliance are too great to ignore.

Register »

10 Ways Hospital Marketers Can Connect with Women

Kathy Selker

// By Kathy Selker // While hospitals cater to everyone, their most influential consumers are women, who make 80 percent of health care decisions in America. It’s important to segment and target by gender, but remember that women prefer gender-neutral marketing messages. With recent social media movements toward greater equality for women (in all realms, Read More

What Do Consumers Want From Your Health Care Organization?

Dan Clarin, senior vice president of Kaufman, Hall & Associates

Want to increase your health care organization’s market share? Think like a consumer. That’s the advice of Dan Clarin, CFA, senior vice president of Kaufman, Hall & Associates, a health care consulting, software, and data company. Improving access to care, aligning price with value, and providing better patient experience are key to increasing market share, Read More

Think Like a Health Care Consumer to Increase Market Share

Wendy Stark Healy

// By Wendy Stark Healy // Want to increase your health care organization’s market share? Think like a consumer. That’s the advice of Dan Clarin, CFA, senior vice president of Kaufman, Hall & Associates, a health care consulting, software, and data company. Improving access to care, aligning price with value, and providing better patient experience Read More

Book Takes a Positive View of Health Care Achievements

Michael J. Dowling, president and CEO of Northwell Health

There are many reasons to write a book, but Michael J. Dowling, president and CEO of Northwell Health, identifies the need for an objective look at health care that takes positive achievements into account as well as challenges as his reason for co-authoring Health Care Reboot: Megatrends Energizing American Medicine. “I was growing increasingly frustrated Read More

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