Patient Experience

Family Caregivers Are Vital, But Often Underappreciated

Dan Ansel, CEO, Active Daily Living

Family caregiving is an emotionally charged issue that creates an opportunity for providers to create highly engaged and valued relationships. As the shift to value-based care gains momentum and more health systems participate in accountable care organizations and hospital-sponsored Medicare Advantage plans, management of services related to seniors and their caregivers has great potential to Read More

Family Caregivers: An Untapped Resource in Value-Based Care

Julia Evans Starr, president, Connecticut Community Care

// By Marlene Kurban // More than 50 million Americans — one in five — provide unpaid care for their loved ones valued at $950 billion annually. But their contributions to reducing the total cost of care are often overlooked and undervalued by health systems. As the shift to value-based care gains momentum and more Read More

Retail Health Is Expanding Into Uncharted Territory

James Gardner

“Traditional primary care is being disrupted, right in front of our eyes,” says sales and marketing consultant James A. Gardner. “Blink and I suspect you soon won’t recognize it.” Here’s an excerpt from Gardner’s new article: Look around and new competitors, new thinking, and new delivery models are seemingly everywhere. Venture-backed startups, large employers, government Read More

AI an Essential Tool in Managing Vaccine-Related Call Influx

Houston Methodist

If you’ve called any business in the past 18 months, you’ve probably heard a cheerful robotic voice apologizing for the hold every 30-60 seconds due to “unusually high call volume.” In some industries, call volume to call centers jumped over 600 percent from normal levels, while agent call capacity dropped by 20 percent, according to Read More

Communicating Employee Vaccine Mandates: A Formula for Success

Don Stanziano and Emile Lee

Geisinger Health has implemented communications for the organization’s employee vaccine mandate that have helped to increase compliance by 27% in just two months. Learn about the effective strategies marketing leaders developed that you can use at your organization.

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

Presented on November 10, 2021

Your Presenters:

  • Don Stanziano, Chief Marketing and Communications Officer, Geisinger Health
  • Emile Lee, Vice President, Corporate Communications, Geisinger Health

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Attention Shoppers! What’s Next in Retail Health?

cvs-health-healthhub-services-and-care

// By James A. Gardner // Unmet needs and unsolved problems always attract the attention of growth-seeking business leaders. Many see primary care as an exciting opportunity to compete, disrupt — and win. Traditional primary care is being disrupted, right in front of our eyes. Blink and I suspect you soon won’t recognize it. Look Read More

How To Build an Extraordinary Patient Experience Program

Brand

“Truly exceptional patient experience programs thrive at the intersection of culture, engagement, and experience,” says Sally Mildren of Boss Lady Consulting. “This has played out in study after study by Monigle, PwC, McKinsey, Medallia, and many others. Good experience equals growth — in revenue, reputation, loyalty, satisfaction, and employee engagement. “Yet inconsistent consumer experiences, misaligned Read More

Share of Care: A New Way to Think About Health Care Metrics

D.J. Sullivan, director, HSG Advisors

Measuring brand loyalty is a constant challenge for health care organizations. Marketing professionals use different measures to determine if they’re capturing patients throughout their health care journey. One of the parameters being used today is called Share of Care. Share of Care is a revenue-based measurement that gauges the health of the patient relationship, according Read More

Mobile App or Web App: Which Is Better for Your Organization?

// By Jared Mauskopf // Health care organizations are increasingly under enormous pressure to offer the best digital tools to their patients. But before you set out to develop a health care application, you’ll need to make a number of key decisions — not least whether you should opt for a mobile app or a Read More

Payviders Seek a Holistic Approach to Patient Well-Being

Wunderman Thompson

“In a health sector bombarded with labels such as InsurTech, HlthTech, FemTech, and AgeTech, it’s no surprise that confusion and mis-categorization run rampant,” says Lindsay Resnick, executive vice president of Wunderman Thompson Health. “And now there’s another category being promoted by consumer-centric health companies bringing a tightly integrated financial and clinical health care experience to Read More

Patient Experience + Brand + Culture = Growth

Sally Mildren, CEO and managing partner of Boss Lady Consulting, LLC

// By Sally Mildren // For patient experience to be successful, it must be woven into the culture, expressed through your brand and marketing, and demonstrated first and foremost to your employees.  Truly exceptional patient experience programs thrive at the intersection of culture, engagement, and experience. This has played out in study after study by Read More

Measuring the Health of the Patient Relationship

Eric Andreoli, director, HSG Advisors

// By Wendy Stark Healy // How much of a patient’s health care spending goes to your organization? And how much goes to your competitors? “Share of Care” is a revenue-based measurement that compiles multiple data points to give you the full picture. Measuring brand loyalty is a constant challenge for health care organizations. Marketing Read More

How Integrating Family Caregivers into the Care Team Adds Value to Value-Based Care

Panelists for webinar on Integrating Family Caregivers into the Care Team Adds Value to Value-Based Care

Strategic Health Care Marketing presents a brand-new member webinar for health care marketers, communicators, and strategists at hospitals, health systems and physician groups.

Presented on October 21, 2021

Your Presenters:

  • Alexandra Drane, Co-Founder and CEO, ARCHANGELS
  • Paul Hiltz, President and CEO of Naples Community Healthcare System
  • Richard Martin, MD, Chief Medical Officer for the Keystone Accountable Care Organization and Medical Director for LIFE Geisinger
  • Julia Evans Starr, President, Connecticut Community Care

Moderated by:

  • Dan Ansel, CEO, Active Daily Living

Panelists for webinar on Integrating Family Caregivers into the Care Team Adds Value to Value-Based Care

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COVID Has Heightened the Importance of the Customer Experience

Charlene Li, bestselling author and expert on digital transformation, leadership, and 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

Resurgence of the Payvider

Lindsay Resnick

// By Lindsay R. Resnick // A consumer-centric swimlane unites payers and providers around shared objectives. In a health sector bombarded with labels such as InsurTech, HlthTech, FemTech, and AgeTech, it’s no surprise that confusion and mis-categorization run rampant. And now there’s another category being promoted by consumer-centric health companies bringing a tightly integrated financial Read More

How Can You Pivot to a Retail-First Mindset?

Annie Haarmann, head of strategy and consulting, healthcare and life science, Reputation

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

DignityHealth

// 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 to Overcome Vaccine Hesitancy to Help Stop the Spread of COVID-19 and the Delta Variant

Glenn, Masson, Priest, Griffin

Michigan Medicine has identified strategies that work in convincing target populations to “get the shot.” Learn the keys to success and how you can apply them at your organization.

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

Presented on September 1, 2021 | 2:00 P.M. Eastern

Your Presenters:

  • Rose Glenn, Chief Communications and Marketing Officer, Michigan Medicine
  • Mary Masson, Director of Public Relations, Michigan Medicine
  • Rebecca Priest, Director of Marketing, Michigan Medicine

Moderated by:

  • Brian Griffin, Healthcare Journalist and Former Health System Marketing Director

Glenn, Masson, Priest, Griffin
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How a Retail Mindset in Health Care Drives Patient Acquisition

Adeline Ashley, director of digital strategy and marketing communications, ProMedica

// 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

Looking Toward the Future by “Unscaling” Health Care

Jefferson Health

Things are changing when the CEO of a major health system comprising 14 hospitals — soon to be 18 — tosses around phrases like “health care at any address” and says things like, “We want to be the partner for those people who want to thrive without health care getting in the way.” The definition Read More

The Key That May Finally Unlock the Door to Health Care Transformation

Steve Klasko, MD, MBA, CEO of Jefferson Health and president of Thomas Jefferson University

View from the C-Suite: Stephen K. Klasko, MD, MBA, President, Thomas Jefferson University and CEO, Jefferson Health // By Jane Weber Brubaker // There are two words Steve Klasko uses a lot: “What if…?” Like other visionary health system leaders, he’s scaling up to meet the reality of health care today, while at the same Read More

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

Annie Haarmann and Adeline Ashley

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.

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