// By Althea Fung // COVID-19 has disrupted American healthcare — killing more than half a million people, including more than 2,900 healthcare workers; challenging bed and equipment capacity; and canceling elective health services. But it also has sped up digital transformation of healthcare and brought to the forefront innovative approaches to how patients receive Read More
// By Jane Weber Brubaker // On January 13, the headline on NJ.com read “Major expansion of New Jersey COVID vaccine eligibility starts tomorrow.” Overnight, 4.47 million New Jersey residents age 65 and older and those between 16 and 64 with certain medical conditions became eligible to receive a vaccination at one of the state’s Read More
“Few things are more routine — pre-pandemic, anyway — than the semiannual dental cleaning,” says Neal Linkon. “Routine, that is, until the dentist stops in for a quick exam and asks: ‘How long have you had that white spot on your tongue?’ “I had no idea what she was talking about. But the quarter-size white Read More
// By Neal Linkon // Few things are more routine — pre-pandemic, anyway — than the semiannual dental cleaning. Routine, that is, until the dentist stops in for a quick exam and asks: “How long have you had that white spot on your tongue?” I had no idea what she was talking about. But the Read More
It’s time to stop thinking about marketing as two separate components — traditional vs. digital — and blend the best tactics of each discipline. “Tradigital” combines the best of both strategies and is redefining healthcare marketing today. That is the message of healthcare marketing consultants Kathy Divis, president and co-founder, Greystone.Net, and Rob Klein, founder Read More
// By Wendy Stark Healy // It’s time to stop thinking about marketing as two separate components — traditional vs. digital — and blend the best tactics of each discipline. “Tradigital” combines the best of both strategies and is redefining healthcare marketing today. That was the message of healthcare marketing consultants Kathy Divis, president and Read More
“There’s no doubt that recent circumstances surrounding COVID-19 have reshaped the way hospitals and healthcare facilities connect with their patients,” says James Ramey of DeviceBits. “Shelter-in-place ordinances and stay-at-home mandates have forced many provider organizations to rely on technologies like chatbots and knowledge management tools that use artificial intelligence (AI) with machine learning (ML) to Read More
When Adventist HealthCare, a three-hospital system based in Gaithersburg, Maryland deployed a chatbot on its website in late 2018, it did so to connect with two distinct audiences. First, it asked the chatbot to give moms-to-be answers to their pregnancy and childbirth-related questions. Next, Adventist used the chatbot to provide customer support for the August Read More
// By James Ramey // There’s no doubt that recent circumstances surrounding COVID-19 have reshaped the way hospitals and healthcare facilities connect with their patients. Shelter-in-place ordinances and stay-at-home mandates have forced many provider organizations to rely on technologies like chatbots and knowledge management tools that use artificial intelligence (AI) with machine learning (ML) to Read More
// By Kyle Hardner // When Adventist HealthCare, a three-hospital system based in Gaithersburg, Maryland deployed a chatbot on its website in late 2018, it did so to connect with two distinct audiences. First, it asked the chatbot to give moms-to-be answers to their pregnancy and childbirth-related questions. Next, Adventist used the chatbot to provide Read More
“As the coronavirus (COVID-19) pandemic continues to swiftly — and perhaps permanently — alter daily life for millions of Americans, Customer Experience, or CX, can mean the difference between remaining vital and present to your customers and patients,” says Hardy Kalisher, chief client officer at Parallel Path. “Digital customer experience is more important now than Read More
// By Hardy Kalisher // As the coronavirus (COVID-19) pandemic continues to swiftly — and perhaps permanently — alter daily life for millions of Americans, Customer Experience, or CX, can mean the difference between remaining vital and present to your customers and patients. Digital customer experience is more important now than ever. Healthcare organizations instill Read More
// By Dave Wieneke // We are living in a world already changed. Unlike even 60 days ago, we face a new imperative to embrace social distancing to save lives and preserve clinical capacity. If history has taught us anything, it’s that times of crisis drive innovation. Crisis helps overcome the inertia of the status Read More
Jeremy Rogers is executive director, digital marketing and experience at Indiana University (IU) Health. IU Health and Loyal, led by president Brian Gresh, are partnering on multiple initiatives that fall under the broad heading of consumerism. “We knew we had to put the customer at the center of all of our decision-making,” Rogers says. Rogers Read More
Much of healthcare innovation these days seems to be focused within organizations — hospitals striving to improve their patient experiences or make access to their healthcare simpler and easier. But at Providence St. Joseph Health, a 51-hospital system that spans seven states, innovation comes in many different forms and has far-reaching effects beyond the walls Read More
// By Jane Weber Brubaker // Brian Gresh, president of Loyal, made an attention-grabbing statement during his presentation at HCIC 2019, Delivering on the Promise of an Empowered Digital Experience: “When it comes to healthcare, I don’t think there’s a single healthcare system out there that’s truly digital.” Coming from the person who is well Read More
// By Melanie Graham // Much of healthcare innovation these days seems to be focused within organizations — hospitals striving to improve their patient experiences or make access to their healthcare simpler and easier. But at Providence St. Joseph Health, a 51-hospital system that spans seven states, innovation comes in many different forms and has Read More
Data available to marketers today is key to creating brand experiences that last, but only when used at patients’ decision points. Drew Diskin, director of marketing technology for Virtua Health, recently shared how the healthcare system underwent a departmental transformation that resulted in a unique approach to being agile with data. eHST: In general, where Read More
Ask the Expert, with Drew Diskin, Director of Marketing Technology, Virtua Health // By Jared Johnson // Data available to marketers today is key to creating brand experiences that last, but only when used at patients’ decision points. Drew Diskin, director of marketing technology for Virtua Health, recently shared with me how the healthcare system Read More
Over the past 25 years, healthcare marketers have experienced several waves of digital disruption, from the adoption of the web to SEO, social media, and mobile devices. The latest wave? Voice. But voice assistants are not just a trendy marketing tool — they can provide many benefits for patients, health systems, and clinicians: Patients are Read More
// By Melanie Graham // Over the past 25 years, healthcare marketers have experienced several waves of digital disruption, from the adoption of the web to SEO, social media, and mobile devices. The latest wave? Voice. But voice assistants are not just a trendy marketing tool — they can provide many benefits for patients, health Read More
Regular readers of eHealthcare Strategy & Trends are likely familiar with the exciting advances in digital patient care and communications. Whether it’s improved chatbot experiences, personalized websites, or new uses for smart technology, healthcare is making some notable progress in how it delivers the patient experience. But when comparing this industry to others, healthcare can Read More
// By Melanie Graham // Regular readers of eHealthcare Strategy & Trends are likely familiar with the exciting advances in digital patient care and communications. Whether it’s improved chatbot experiences, personalized websites, or new uses for smart technology, healthcare is making some notable progress in how it delivers the patient experience. But when comparing this Read More
Chatbots — a computer program or artificial intelligence (AI) that has text or voice conversations — are redefining customer service, especially in healthcare. A 2017 Juniper Research study found that healthcare providers that use chatbots can expect average time savings of just over four minutes per inquiry, with average cost savings in the range of Read More
Continuing Evolution of Healthcare AI Improves Consumer Experience // By Althea Fung // Chatbots — a computer program or artificial intelligence (AI) that has text or voice conversations — are redefining customer service, especially in healthcare. A 2017 Juniper Research study found that healthcare providers that use chatbots can expect average time savings of just Read More