Strategic Issues/Trends

2019 Patient Access Journey Report

Kyruus 2019 Patient Access Journey Report Cover

What Health Systems Need to Know to Engage Today’s Consumers

// Sponsored Post //

Do you have the insight you need into how today’s consumers make healthcare decisions to capture their attention effectively?

For the third year in a row, Kyruus surveyed 1,000 people about how they search for, select, and book appointments with providers to understand their access journeys. This year’s report reveals that convenient access to care is increasingly important to consumers, and health system brand has a growing influence on their care decisions.

Key findings about today’s consumers include:

  • 93% conduct research on providers, even after receiving a referral from a provider
  • 50% weren’t able to book an appointment on the first call into a health system call center
  • 44% visited an urgent care clinic this year, with speed of access as the top reason

For more insights into how today’s consumers access care and trends over time, download the report.

Download now »

Ascension’s Nick Ragone Supports the Community at All Levels

Health care organizations play an important role in their communities that goes beyond providing health care services within the four walls of a hospital, clinic, or urgent care center. Outreach and community-based programs target specific populations to improve health and quality of life with a goal of keeping people out of the hospital. At Ascension, Read More

Six Essential Patient Access Metrics

// Sponsored Post //

Do you know how patients are accessing – or leaving – your health system?

As the healthcare landscape continues to become more competitive, delivering the access, convenience, and experience patients are looking for will be critical to achieving sustainable growth. However, many health systems currently lack the insights they need to understand how patients access their care and identify when — and why — they leave the network.

In this white paper, health system leaders will learn the six key metrics to:

  • Understand their provider networks & identify potential gaps in coverage
  • Align patient demand with provider supply & optimize capacity utilization
  • Evaluate access performance across points of entry (e.g., online, call center)

Download this free white paper to learn the metrics your organization needs to move the needle on access.

Download now »

Alexa Is Now HIPAA-Compliant. It’s a Game-Changer.

Charles Gaddy, director of mHealth at Atrium Health

“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

Social Media & Online Reviews: How Do They Affect Your Health Care Brand and PowerScore?

Wax Custom Communications Logo

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

Wednesday | October 30, 2019 | 2:00 p.m. Eastern

Your Presenters:

Craig Fairfield and Amanda Herriman

Sponsored by Wax Custom Communications
This event is free to attend thanks to our event sponsor.

Register Now »

A Physician Communication System Doctors Actually Like — and Use

Hackensack Meridian Health Logo

Your communications team works hard to produce content that engages physicians. The problem is that your clinicians may completely ignore it. How do you get them to pay attention? Recruiting, retaining, and communicating effectively with your attending physicians affects everything from patient satisfaction and operating costs to hospital reputation and safety. As health care networks Read More

Want to Engage Physicians? Listen to Them

Jim Blazar, executive vice president and chief strategy officer, Hackensack Meridian Health

// By Marcia Simon, APR // Your communications team works hard to produce content that engages physicians. The problem is that your clinicians may completely ignore it. How do you get them to pay attention? Recruiting, retaining, and communicating effectively with your attending physicians affects everything from patient satisfaction and operating costs to hospital reputation Read More

Virtual Voice Assistants Deliver in Ways That Websites Can’t

William Gagnon, senior director of digital engagement at Boston Children’s Hospital

// 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

The One Vital Element Your Messaging Must Include

Ross K. Goldberg is president of Kevin/Ross Public Relations

“Many of the people practicing health care public relations or marketing communications owe their educational roots to journalism school where they were taught, in no uncertain terms, that the elements of a good story are found in the five W’s,” says Ross K. Goldberg, president of Kevin/Ross Public Relations and a member of the SHCM Read More

A Case for the Why

Ross K. Goldberg is president of Kevin/Ross Public Relations

// By Ross K. Goldberg // Many of the people practicing health care public relations or marketing communications owe their educational roots to journalism school where they were taught, in no uncertain terms, that the elements of a good story are found in the five W’s. Who, what, where, when, and why became the Bible Read More

View from the C-Suite with Dr. Tony Slonim, CEO of Renown Health

A vision for population health through community partnerships and innovation // By Jane Weber Brubaker // Under Dr. Tony Slonim’s leadership, Renown Health has forged strong connections with the community, acting as a catalyst for change. “If you want to improve the health of your community, engage the people who are most likely to be Read More

The “Retailization” of Health Care: Patients Take Charge

Lindsay Resnick

“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

Patients as Customers: Hospitals Play Catchup

Lindsay Resnick, executive vice president, Wunderman Thompson Health

Winners are betting on data-driven insights, personalized experiences, and relationships built on trust. // By Lindsay 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 avoid Read More

Population Health: Fighting Misinformation About Vaccines

Charlotte Moser, research scientist, Children’s Hospital of Phildelphia

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

Facts About Vaccines: How Children’s Hospital of Philadelphia Combats Misinformation

Althea Fung

// 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

Pulse Nightclub Shooting: Orlando Health’s Lessons Learned

Kena Lewis, APR, director, public affairs and media relations, Orlando Health

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

Everything Is Changing but Change Management

Why Doesn’t It Work? // By Andrea Simon, PhD // Change is hard, and leadership style can either make it easier — or more difficult. When traditional change management processes try to fix the symptoms, not the disease, the result is friction, resistance, and company fatigue. In today’s highly competitive, technologically disrupted health care environment, Read More

Kaiser Permanente Launches New Social Health Network

Loel Solomon, PhD, vice president of community health at Kaiser Permanente

Treating illness is important, but that is only a part of overall health. Social determinants of health (SDoH) — the conditions under which people are born, live, and work — are increasingly recognized as strong influences on health. Conditions like poverty, education level, and lack of social support contribute to more than half of premature Read More

Blueprint for Building Leaders in Health Care Communications

Jill McDonald Halsey, chief marketing and communication officer, Lawrence General Hospital

// By Jared Johnson // With the ever-changing nature of health care and communications today, the need for career guidance and professional development is stronger than ever. Programs like Emerging + Evolving Leaders by the New England Society for Healthcare Communications (NESHCo) give professionals new opportunities to gain the skills, relationships, and self-awareness needed to Read More

How To Attract and Retain Top Nursing Talent

Kathy Selker, President, Northlich

Facing a nursing shortage projected to increase in coming years, hospitals need to know how to hire and retain top talent — and marketing has a key role in this critical objective. Here’s an excerpt from Kathy Selker‘s new article for us on this topic; Selker is the president and CEO of Northlich. Health care needs Read More

Case Study: How One Hospital Survived a Ransomware Attack

The evening of January 11, 2018, Steve Long, president and CEO of Hancock Health and Hancock Regional Hospital, got a call he’s not likely to soon forget. “Our administrator on call had received a call from the lab. They said there is something wrong with our computers,” says Long. Not long after, the nursing staff Read More

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