New Tool Provides a More Holistic View of Patients

Michael Bennick, MD, medical director for patient experience at Yale New Haven Hospital and Yale New Haven Health

Few things in life are as personal as our health, yet when we seek care, it can often feel impersonal. How well does a physician really know us? How comfortable are we in openly discussing the real reason for our visit — the one we didn’t share when we made the appointment online or spoke Read More

Is a Central “Command Center” in Your Future?

Learn how one health system developed a centralized unit to monitor its pediatric patients. // By Lisa D. Ellis // Managing the many events and crises that occur in a major children’s hospital requires a lot of oversight and coordination, not unlike skills used by air traffic controllers who coordinate flight patterns for busy airports. Read More

Online Reputation Management: Boston Children’s Hospital Reaps the Benefits — and It’s Just Getting Started

William Gagnon is senior director, digital at Boston Children’s

// By Jane Weber Brubaker // Boston Children’s Hospital recently received highest honors from U.S. News and World Report as the nation’s number-one children’s hospital for 2018-2019, for the fifth year. “Boston Children’s Hospital tops this year’s Honor Roll and ranks No. 1 in three of the 10 specialties; neurology and neurosurgery, nephrology and orthopedics,” Read More

Consider All the Variables When Evaluating Your Marketing ROI

Jessica Walker

When you claim an impressive-sounding healthcare marketing ROI for a marketing initiative, are you undermining your credibility by not considering all the variables in your calculation? “With case volumes slipping and persistent competitive threats to operating margins, many healthcare marketers look to purchase multiple solutions — CRMs, digital marketing services/tools, targeting lists, among others — Read More

Voice Search Redefines The Healthcare Consumer Experience

Keir Bradshaw

“I’m Sorry, Dave, I’m Afraid I Can’t Do That…Yet.” // By Keir Bradshaw // In 1968, MGM Studios released the Stanley Kubrick/Arthur C. Clarke movie 2001: A Space Odyssey. Although not the first representation of voice interaction with computer-based artificial intelligence, the narrative elements between the lead characters, Dave and HAL 9000, foreshadow the aspirations Read More

Want to Earn Media from Top Influencers? Avoid These 6 Mistakes

Stephen Panico, chief growth officer of Buzzstream

// By Lisa D. Ellis // Your digital marketing content is honed to perfection, but have you packaged it to resonate with key influencers who can help you extend your presence? Your answer could be the difference between success and failure, says Stephen Panico, chief growth officer of Buzzstream. Making Meaningful Connections to Build Your Read More

Your Healthcare Marketing ROI: Are You Comparing Apples to Bananas?

Jessica Walker

When you claim an impressive-sounding healthcare marketing ROI for a marketing initiative, are you undermining your credibility by not considering all the variables in your calculation? Here, Jessica Walker, an industry veteran and thought leader, takes us through some detailed examples of how marketers could misinterpret information and misstate their true healthcare marketing ROI by Read More

Overlooking Phone Calls in Your Pursuit of More Healthcare Marketing Conversions?

Dispatch Health logo (square)

For some organizations, the phone is the primary marketing channel consumers use to make contact — and to convert into patients. For these organizations the phone experience is critical to success. Today we’ll look at new digital tools that can help this once-analog channel optimize customer experience and increase conversions.

Jane Weber Brubaker named Executive Editor of Plain-English Health Care

Jane Weber Brubaker

I’m very pleased to announce that Jane Weber Brubaker has been promoted to the role of Executive Editor of Plain-English Health Care. Jane has been the editor of eHealthcare Strategy & Trends since 2015 and is chair of the eHealthcare Leadership Awards. She contributed several of our most popular articles to Strategic Health Care Marketing between 2013 and 2015, and currently produces and moderates Plain-English Health Care’s webinars.

Read More

Dr. Google, You’re Fired

Andrew Le, MD, CEO and co-founder of Buoy

Froedtert Health Implements Buoy, an AI Tool That Provides Patients Possible Diagnoses and Recommends Treatment Options // By Jane Weber Brubaker // A Google search is often the starting point when someone has a health concern. But many consumers have been scared out of their wits by the results they find. “The joke you hear Read More

Customer Experience and Healthcare Consumerism: Are Providers Meeting Customer Expectations?

Matt Gove, chief consumer experience officer at Piedmont Health

How well are providers meeting the expectations of healthcare consumers? Two recent surveys shed some light on the issue.

Doctor.com surveyed 1,718 patients in 2018 to assess their needs and preferences regarding the customer experience of healthcare.

The latest survey from Kaufman Hall, on the other hand, focuses on consumerism from the provider side, and offers an analysis of where 425 respondents from 200 healthcare organizations rate.

Capturing Tomorrow’s Patient Today

Phase 2 cover capturing tomorrow's patient today

// Sponsored Post //

The healthcare landscape continues to evolve but the importance of the patient remains constant.

As new technology emerges, consumer behavior changes. Patients are no exception. To provide your patients with the best care you need to go beyond what your Electronic Health Record or Patient Portal can provide. There is a valuable opportunity to aid them in their health and wellness goals, and therefore develop strong and long lasting relationships. To do so, you must understand them and address their digital patient experience as part of their overall patient experience.

Based on a new survey of patients and caregivers, this report will help you:

  • Understand what the digital patient experience is and how it varies based on age.
  • Identify areas for improvement in your patient’s digital experience, specifically in the key 18 – 44 audience.
  • Address the PHI concerns for your organization and your patients.
  • Demonstrate to senior leadership how the digital touchpoints that are part of the patient experience are a way to develop lifelong relationships with them.

Data for this report was collected via an online survey of more than 1,100 patients who accessed healthcare for themselves or someone else within the past 12 months, with most accessing healthcare within the month prior to the survey.

Download your copy today!

Penn Medicine’s Secret to Success? Analytics.

Penn Medicine Shield Logo

When you consider the elements needed for quality content, what do you think of? Skilled copywriters may come to mind, or maybe you think of killer creative from a professional graphic designer. But what about data? It may not be the first thing that pops into your head, but analytics are a key part of Read More

Research Update: Looking at Consumer Expectations from Both Sides

Jane Weber Brubaker

// By Jane Weber Brubaker // How is healthcare doing in terms of meeting customer expectations? Doctor.com surveyed 1,718 patients in 2018 to assess their needs and preferences regarding the customer experience of healthcare. Kaufman Hall’s latest survey focuses on consumerism from the provider side, and offers an analysis of where 425 respondents from 200 healthcare organizations rate themselves on everything from improving customer experience to providing price transparency. In this article, we’ll share highlights from both surveys, one confirming that consumers have high expectations of providers, the other showing positive movement but slow progress in meeting those expectations.

Health Literacy 101: Don’t Frustrate Your Site Visitors

Stacy Robison, MPH, MCHES, president and co-founder of CommunicateHealth, Inc.

// By Lisa D. Ellis // Remember the last time you booked airline tickets, reserved a hotel room, or shopped online? Whether it was last week or last year, chances are that you had an excellent customer service experience. That’s because most major brands today understand the importance of catering to their online visitors and Read More

1 2 3 26