Subtopics: Patient Satisfaction, Surveys, Scores, Transparency, etc.
// By Marcia Simon, APR // Crisis management is a standard part of hospital communication preparedness, but who could ever have anticipated the coronavirus pandemic? How do you communicate to your community and patients about a pandemic when nobody anywhere has all the answers? Yale New Haven Health clinicians and ancillary staff quickly came together, Read More
// By Wendy Stark Healy // It’s easy for health care organizations to articulate what they do and how they do it. But they sometimes struggle to understand their brand purpose — their “why” — especially in connecting with patients. Purpose-driven organizations outperform competitors, increase market share, attract better talent, and do better overall, according Read More
// By Althea Fung // The 2019 Blue Cross Blue Shield Health Index report found one-third of millennials — people born between 1981 and 1996 — have a health condition that lowers their life expectancy and quality of life. In comparison to Generation Xers at the same age, millennials have significantly higher incidences of several Read More
View from the C-Suite, with Alexandra Morehouse, Chief Marketing Officer, Banner Health // By Sheryl S. Jackson // When it comes to the use of technology to enhance the customer experience, Amazon is widely recognized as the company that is constantly raising the bar for everyone else. “Health care has lagged behind other areas such Read More
// By Jane Weber Brubaker // Health care spending for older adults is disproportionately higher than for other age groups. According to 2016 research from the Kaiser Family Foundation, the 65 and older group — 16 percent of the population — consumes 36 percent of health spending. The cost of care for older adults is Read More
// 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
Does your contact center delight patients and uphold the promise your health care organization makes to them? Or is it a pain point with long wait times, less than empathetic associates, and questions not answered? Kristen Bishop, associate director at Brandtrust, a Chicago-based market research and branding strategy firm, recently discussed strategies to improve the Read More
// By Wendy Stark Healy // It’s essential to understand the emotional aspects of a patient’s interaction with a contact center, as people ultimately make decisions based on their feelings. Does your contact center delight patients and uphold the promise your health care organization makes to them? Or is it a pain point with long Read More
How to make the shift from transactions to relationships // By Jared Johnson // Health care is really good at creating transactions, but not so good at creating relationships. Today’s consumers are frustrated at health care brand experiences that fail to meet their expectations. Visionary health care organizations are listening more and more to the Read More
“As health marketing strategists, we find ourselves on a frantic pace to reinvent,” says Linda MacCracken, a senior principal at Accenture and SHCM board member. “The new mantra for 2020 is to find, reach, and engage a higher purpose — that of unleashing trapped value. “Trapped value is the common challenge where digital and related Read More
// By Linda MacCracken // As health marketing strategists, we find ourselves on a frantic pace to reinvent. The new mantra for 2020 is to find, reach, and engage a higher purpose — that of unleashing trapped value. Trapped value is the common challenge where digital and related technologies are creating value faster than companies Read More
// By Scott Opitz // What’s the best way to improve a process? In complex organizations like health care systems with countless interdependent processes, tracing the root of a problem back to its source and fixing it may not be a straightforward proposition. What if there was an always-on technology solution running in the background Read More
Approximately 0.6 percent (about 1.4 million) of American adults identify as transgender, according to a report from the Williams Institute at the UCLA School of Law. Like all people, transgender individuals — people who have a gender identity or expression that differs from their assigned sex at birth — need access to health care. Many Read More
// By Althea Fung // Care of transgender patients is complex, cutting across multiple medical specialties and requiring an integrated, coordinated approach — including care at home. Mount Sinai’s Center for Transgender Medicine and Surgery (CTMS) offers gender-affirming care to trans men and women. Approximately 0.6 percent (about 1.4 million) of American adults identify as Read More
“Alexa, what is rotator cuff tendinitis?” “Alexa, where’s the nearest urgent care center?” “Alexa, what’s my glucose level?” Amazon’s voice assistant can now answer all these questions through the new HIPAA-compliant Alexa Skills Kit for developers. The new kit enables developers at medical organizations to build Alexa skills capable of transferring and receiving protected health Read More
// By Jane Weber Brubaker // The experience of health care often falls short for the most important stakeholders in health care — patients and the clinicians who serve them. Are health care leaders stuck trying to reengineer a fundamentally flawed system? Is reframing a way to unlock the potential? Dr. Zeev Neuwirth, author of Read More
// By Marcia Simon, APR // Boston Children’s Hospital and Atrium Health are among the pioneers of Alexa “skills,” similar to apps on a mobile device. Alexa’s HIPAA compliance has been a game changer, making it easier for users to quickly gain access to information they need. “Alexa, what is rotator cuff tendinitis?” “Alexa, where’s Read More
“With today’s constant stream of digital health tools, it’s never been easier or faster for customers to take charge,” says Lindsay Resnick, executive vice president of Wunderman Thompson Health. “They’re following a path to care where they feel important and are treated well — and they’ll avoid hospitals that fall short.” Here’s an excerpt from Read More
Winners are betting on data-driven insights, personalized experiences, and relationships built on trust. // By Lindsay R. Resnick // With today’s constant stream of digital health tools, it’s never been easier or faster for customers to take charge. They’re following a path to care where they feel important and are treated well — and they’ll Read More
Measles cases are on the rise. All six regions of the World Health Organization (WHO) are experiencing large outbreaks of measles. In the U.S., health officials recorded 1,109 new cases of measles in 30 states in the first six months of 2019, according to the Centers for Disease Control and Prevention. That’s the greatest number Read More
// By Althea Fung // The recent outbreak of measles puts the issue of vaccination front and center, especially for children’s hospitals. Children’s Hospital of Philadelphia has taken a leadership role in providing accurate, evidence-based information through its Vaccine Education Center. Measles cases are on the rise. All six regions of the World Health Organization Read More
In the wake of three shootings in Texas and Ohio in August and September, Strategic Health Care Marketing reached out to Kena Lewis, APR, director, public affairs and media relations at Orlando Health in Orlando, Florida. Lewis managed communications after the 2016 Pulse nightclub shooting that killed 49 and wounded more than 50. We asked Read More
// By Wendy Stark Healy // How well prepared are you to help your organization manage the aftermath of a mass shooting? Comprehensive preplanning and practice are critical to navigating a chaotic, evolving situation. Sadly, it’s not a question of if but when. In the wake of three shootings in Texas and Ohio in August Read More
“Faced with competitors who may have bigger marketing budgets and more resources, many health care marketers feel powerless in the battle for market growth,” says Jessica Walker, founder and CEO of Care Sherpa. “Thinking like a hacker may help you outsmart the competition. Five proven hacks for market share growth require little to no money Read More
How to think like a hacker to outsmart your competition // By Jessica Walker // Faced with competitors who may have bigger marketing budgets and more resources, many health care marketers feel powerless in the battle for market growth. Thinking like a hacker may help you outsmart the competition. Five proven hacks for market share Read More