Subtopics: Patient Satisfaction, Surveys, Scores, Transparency, etc.
In our new article, David Marlowe, principal, Strategic Marketing Concepts, and Strategic Health Care Marketing Editorial Advisory Board member, shares results from five recent nationwide studies he’s conducted of what consumers consider to be “reasonable” wait times for routine, non-urgent visits. Will this type of information give marketers the hard evidence they need to stand Read More
Whether you’re a small organization with just a few marketing professionals or a large health system with an extensive marketing team — or perhaps you fall somewhere in between these two extremes — it’s worth taking the time to listen to your digital customers. The insights they provide can help you make small changes that Read More
// By Lisa D. Ellis // Whether you’re a small organization with just a few marketing professionals or a large health system with an extensive marketing team — or perhaps you fall somewhere in between these two extremes — it’s worth taking the time to listen to your digital customers. The insights they provide can Read More
// By David Marlowe // In a recent SHSMD discussion board posting, one member raised the question: “Do you continue to market your specialists that are booked out for six weeks?” This posting highlights a challenge that has faced marketers in medical groups, hospitals, and health systems for many years — do we yield to Read More
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Notable Health Care Advertising In a hospital setting, changing employee routines and behaviors can save lives — but the change may call for altering the entire institutional culture. A memo to staff likely won’t work. What will? Signature Healthcare discovered some of the answers, involving an internal advertising campaign that began in 2015 and is Read More
Health care marketers have much to gain by getting up to speed on the concept of design thinking. This approach is becoming increasingly valuable in helping organizations effectively meet patients’ needs and address an array of challenges. With more people living longer and needing to manage chronic conditions, and with the health care model shifting Read More
// By Lisa D. Ellis // Health care marketers have much to gain by getting up to speed on the concept of design thinking. This approach is becoming increasingly valuable in helping organizations effectively meet patients’ needs and address an array of challenges. With more people living longer and needing to manage chronic conditions, and Read More
// By Lisa D. Ellis // A growing number of people rely on their computers and smartphones to remotely do their shopping, pay their bills, and manage their bank accounts. Thanks to advances in telehealth offerings, many people also can access medical services they need from the convenience of their own homes. In fact, some Read More
The parking garage at the University of Utah Health, where families leave with their newborns, used to be dirty and stark. But a team of staff members recently recognized the poor image this created and decided to do something to improve the conditions. With a few gallons of paint and lots of artistic skill and Read More
What You Can Learn from “Imagining Perfect Care” in Your Facilities // By Lisa D. Ellis // The parking garage at the University of Utah Health, where families leave with their newborns, used to be dirty and stark. But a team of staff members recently recognized the poor image this created and decided to do Read More
Marketers’ ability to grow market share and promote patient loyalty is intricately and inextricably linked with what actually happens when patients receive treatment. Patients expect clinical expertise as a baseline. It’s the way they are treated that defines the relationship and either forges a bond or drives patients online to report their bad experiences on Read More
// By Jane Weber Brubaker // Marketers’ ability to grow market share and promote patient loyalty is intricately and inextricably linked with what actually happens when patients receive treatment. Patients expect clinical expertise as a baseline. It’s the way they are treated that defines the relationship and either forges a bond or drives patients online Read More
Many health care organizations today focus their marketing efforts on bringing new patients through their doors. But they often stop there instead of going a step further to ensure that these patients will stay with them long term. If this sounds familiar, your organization’s own health could be at serious risk moving forward. Times are Read More
// By Lisa D. Ellis // Many health care organizations today focus their marketing efforts on bringing new patients through their doors. But they often stop there instead of going a step further to ensure that these patients will stay with them long term. If this sounds familiar, your organization’s own health could be at Read More
// By Lisa D. Ellis // When a patient experiences a life-threatening emergency at LifeBridge Health in Baltimore, help is summoned through automated notifications from the centralized call center, which sends a message right to members of the response team’s phones. This is one of the many benefits that care teams experience, thanks to LifeBridge’s Read More
“What if you and your hospital were measuring patient satisfaction incorrectly?” posits James A. Gardner. “Worse, what if you were focused on improving things that didn’t really matter — and overlooking things that did?” Gardner leads national market and business development efforts for MedTouch, a digital marketing agency serving hospitals and health systems nationally. “In Read More
Are some of the biggest heroes in your organization going unnoticed? At Hartford HealthCare, leadership uncovered amazing examples of frontline staff members who were going to great lengths to show patients they cared. Recognizing these actions provided the health system with a valuable opportunity to strengthen its brand from the inside out. “At Hartford HealthCare, Read More
What if you and your hospital were measuring patient satisfaction incorrectly? Worse, what if you were focused on improving things that didn’t really matter — and overlooking things that did? // By James A. Gardner // In a health care setting, satisfaction focuses on the gap between patients’ expectations and their experiences. Importantly, patient experience Read More
The tragic suicides of fashion designer Kate Spade and television personality Anthony Bourdain have thrust mental health issues into the limelight, catching the attention of people from all walks of life. Further, the recent rash of shootings in schools and at public events both in the U.S. and abroad have also raised widespread awareness about Read More
// By Lisa D. Ellis // Are some of the biggest heroes in your organization going unnoticed? At Hartford HealthCare during a recent push to strengthen internal branding, leadership uncovered amazing examples of frontline staff members who were going to great lengths to show patients they cared. Recognizing these actions provided the health system with Read More
// By Lisa D. Ellis // In recent months, stories about mental illness have dominated social media channels and the mainstream press. The tragic suicides of fashion designer Kate Spade and television personality Anthony Bourdain have thrust mental health issues into the limelight, catching the attention of people from all walks of life. Further, the Read More
Some of the savviest health care marketers are reaching out to connect with people on a personal level through live events. This premise is at the heart of a growing trend called experiential marketing. According to Becca Lyon, senior manager, marketing strategy at agencyEA, “Some of the innovative ways the health care industry can leverage experiential includes using technologies like virtual reality, which allows people to experience a facility from a remote location, hosting grand openings for a new hospital or clinic, so people can come and take an in-person tour, and sponsoring a booth at a trade show to introduce new products, medications, or supplies to a large audience.”
In January, after 16 years at Scripps Health in San Diego, California, with eight of those years as vice president of marketing and communications, Don Stanziano took on the role of chief marketing officer at Geisinger. The move to Geisinger in Pennsylvania was a big change — geographically, organizationally, and lifestyle-wise.
How do you stand out in the crowd — especially when your #1 competitor is a world-famous brand? Pamela Maas, Gundersen’s chief business development and marketing officer, was able to overcome this challenge. “It seemed like so many systems in health care were looking and feeling exactly the same,” she says. “We recognized that brand positioning was really about building an emotional connection with consumers.” In Peter’s latest column, we’ll see how a new campaign triggered a deluge of fan mail — accolades from patients who had been touched by Gundersen staff members.