Petra Gregorová, senior software engineer at ConnectiveDX

Don’t Overlook the Importance of Page Speed

As the number of users accessing the internet from mobile devices continues to climb, an optimized mobile experience is becoming a must-have for healthcare and other industries. How long does it take your hospital website to load on a mobile device? According to a study by Google, 22 seconds is the average time to fully load Read More

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Petra Gregorová, senior software engineer at ConnectiveDX

Count to Three and They’re Gone — Why Page Speed Matters

// By Jane Weber Brubaker // As the number of users accessing the internet from mobile devices continues to climb, an optimized mobile experience is becoming a must-have for healthcare and other industries. Although many hospitals and health systems have incorporated responsive web design into their websites, that may be just the starting point. The Read More

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The Front Door Is NOT Your Hospital’s Website: Why Reputation Management Matters

// By Jane Weber Brubaker // Hospitals and health systems think of their websites as the digital “front door” to their organizations, but before consumers get there, search engine results could steer them away to competitors with higher star ratings and more positive reviews. Reputation is everything. The sheer number of places consumers post information Read More

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Healthcare Consumer Experience In 2017

// Sponsored Post //

A Practical Guide for Healthcare Executives, Marketers, Clinicians, IT Professionals

It’s time to come together.

Today’s patient engagement is consumer engagement. And when you create a superior digital consumer experience in healthcare, you drive everything from brand awareness to patient acquisition to consumer engagement to loyalty. But understanding how to accomplish this with healthcare technology across channels and with different stakeholders across your organization can be challenging.

This guide covers everything from healthcare CRM to hospital websites to social media to patient portals to cutting-edge consumer experience tools with a strategy for getting healthcare executives, marketers, clinicians, and IT professionals all on the same page. We’ve presented a road map for better healthcare consumer experiences.

Download now »

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Kathy Divis, President, Greystone.Net

What Keeps Healthcare CMOs Up at Night

We recently asked Kathy Divis, president and co-founder of Greystone.Net, to weigh in on the top concerns of marketing executives in healthcare organizations. While acknowledging that there are many and diverse challenges in today’s complex environment, Divis is optimistic about the opportunities to choose and use technology to build meaningful relationships with patients. “I think Read More

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Matt Gove, chief consumer officer of Piedmont Healthcare

Why It Pays To Broaden Your Concept of “Patient Experience”

Your brand is the sum of the experiences a customer has with you, says Matt Gove, chief consumer officer at Piedmont Healthcare in Georgia. This definition goes beyond the conventional scope of patient experience, or as Gove consistently refers to it: customer experience. While patient experience historically has been a clinical initiative, with the bulk of Read More

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Matt Gove, chief consumer officer of Piedmont Healthcare

Customer Experience the Piedmont Way

// By Jane Weber Brubaker // Your brand is the sum of the experiences a customer has with you, says Matt Gove, chief consumer officer at Piedmont Healthcare in Georgia. This definition goes beyond the conventional scope of patient experience, or as Gove consistently refers to it: customer experience. Patient experience historically has been a Read More

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Kyra Hagan

Think You’re Not in the Customer Service Business? Think Again.

“Outside of healthcare, customer experience drives business,” notes Kyra Hagan, senior vice president and general manager, marketing & communications at Influence Health. “Retailers and hospitality providers have realized explosive revenue growth and brand loyalty by deploying best practices in customer engagement. Unfortunately, the healthcare industry has fallen behind by not truly treating prospects and patients Read More

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William Gagnon, senior director of global digital strategy and customer engagement at Boston Children’s

CRM at the Helm of Long-Term Strategy at Boston Children’s

Managing change is hard, even for innovative organizations like Boston Children’s Hospital. “That’s something I hear in all the businesses I’ve worked with, from GE to Cigna to here,” says William Gagnon, senior director of global digital strategy and customer engagement at Boston Children’s. Digital transformation at Boston Children’s is laser-focused on making the shift Read More

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Kyra Hagan

Learning to Treat Healthcare Consumers Like Customers

// By Kyra Hagan // Outside of healthcare, customer experience drives business. Retailers and hospitality providers have realized explosive revenue growth and brand loyalty by deploying best practices in customer engagement. What are those best practices? World-class customer experience requires tightly integrating cross-channel data to bridge digital and in-person encounters. Unfortunately, the healthcare industry has Read More

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Boston Children's Logo - Square

Short-Term Wins, Long-Term Strategy: CRM at Boston Children’s Hospital

// By Jane Weber Brubaker // Managing change is hard, even for innovative organizations like Boston Children’s Hospital. “That’s something I hear in all the businesses I’ve worked with, from GE to Cigna to here,” says William Gagnon, senior director of global digital strategy and customer engagement at Boston Children’s. Change is risky, and healthcare Read More

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Hartford HealthCare

Pandora Powers Targeted Reach to Healthcare Consumers for Hartford HealthCare

About one-fourth of the U.S. population listens to Pandora. That’s 82 million active listeners every month. Pandora’s free, ad-supported personalized music streaming service generated more than $1 billion in advertising revenue in 2016. Healthcare advertisers like OhioHealth, featured in a recent eHST article, are getting impressive results on Pandora. We were intrigued. We wanted to Read More

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7 Ways Pandora Drives Results for Healthcare Advertisers

// By Jane Weber Brubaker // About one-fourth of the U.S. population listens to Pandora. That’s 82 million active listeners every month. Pandora’s free, ad-supported personalized music streaming service generated more than $1 billion in advertising revenue in 2016. Healthcare advertisers like OhioHealth, featured in a recent eHST article, are getting impressive results on Pandora. Read More

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Ed Woomer, LCSW, patient and family services administrator, Nemours Alfred I. duPont Hospital for Children

A New Solution for Non-Emergency Medical Transport

Lack of access to reliable non-emergency medical transportation (NEMT) is more than an annoyance for patients who need care. It can prevent them from getting proper treatment and result in poor outcomes. The current system is rife with inefficiencies that negatively impact providers and patients. “If you have an unreliable healthcare transportation system, that disrupts Read More

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Nemours Logo

Game Changer: Uber-ized Non-Emergency Medical Transportation

// By Jane Weber Brubaker // Lack of access to reliable non-emergency medical transportation (NEMT) is more than an annoyance for patients who need care. It can prevent them from getting proper treatment and result in poor outcomes. The current system is rife with inefficiencies that negatively impact providers and patients. “If you have an Read More

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Where Do You Rank on the Hospital Digital Experience Index?

In most cases, a badly designed website isn’t life-threatening, but in healthcare, being able to find the right information at the right time could actually make a difference. Are health system websites equal to the task? How easy do they make it for consumers to quickly find what they’re looking for? HDX-15, the Hospital Digital Read More

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Jared Johnson, manager, digital marketing services at Phoenix Children’s Hospital

Hospital Digital Experience Index: An Experiment to Define Website Benchmarks

// By Jane Weber Brubaker // A consumer’s experience on a website may be less than perfect at times. In most cases a badly designed website isn’t life-threatening, but in healthcare, being able to find the right information at the right time could actually make a difference. Are health system websites equal to the task? Read More

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MD Anderson Cancer Center Logo

Listening to the Voice of the Customer Dramatically Increases Portal Usage at MD Anderson

// By Jane Weber Brubaker // In 2002, years before patient portals were a checkbox to qualify for meaningful use incentives under healthcare reform, MD Anderson Cancer Center created its own patient portal. But the motivation was not financially driven. “Patients were walking around with huge amounts of paper. You would see people—I’m not lying—with Read More

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MD Anderson Cancer Center Logo

How To Give Patients the Portal They Want

In 2002, years before patient portals were a checkbox to qualify for meaningful use incentives under healthcare reform, MD Anderson Cancer Center created its own patient portal. myMDAnderson was launched in 2002. It gave patients a personalized electronic hub to organize all their information, and 24/7 online access. The tool has stood the test of time, Read More

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Mayur Gupta

An Insider’s View of the Digital Transformation of Healthcare

Mayur Gupta is a marketing technology visionary with diverse industry background including C-level executive positions at Healthgrades, Kimberly-Clark, and Spotify. “The world is dramatically changing,” Gupta notes. “We finally have the consumer as the protagonist. [The main character is] no longer the retailer or the seller. The evolution that has happened over the past 10 Read More

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Mayur Gupta

What Is the Role of a Marketing Technologist?

Ask the Expert, with Marketing Technologist Mayur Gupta // By Jane Weber Brubaker // Mayur Gupta is a marketing technology visionary with diverse industry background including C-level executive positions at Healthgrades, Kimberly-Clark, and Spotify. In eHST’s latest interview, Gupta discusses the evolution of marketing from a multi-industry perspective, and shares his thoughts on how digital Read More

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Andy Gradel, System Director of Digital Marketing, Main Line Health

A Disney Strategy That Can Transform Your Website

“Imagineering is a concept created by Walt Disney in 1952 as ‘the blending of creative imagination with technical know-how,’” says Andy Gradel, system director of digital marketing for Main Line Health in Philadelphia. “At its core, imagineering is rooted in storytelling, with projects using extensive theming, atmosphere, and attention to detail in an attempt to create attractions Read More

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Andy Gradel, System Director, Digital Marketing at Main Line Health

Have You “Imagineered” Your Site Lately?

// By Andy Gradel // Imagineering is a concept created by Walt Disney in 1952 as “the blending of creative imagination with technical know-how.” At its core, imagineering is rooted in storytelling, with projects using extensive theming, atmosphere, and attention to detail in an attempt to create attractions and themed layouts that will successfully lead Read More

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Shawn Gross, White Rhino

How To Create Engaging Physician Profiles That Get Results

“Patients turn to online doctor profiles to learn something meaningful about the person who’s going to be managing their health,” says Shawn Gross, Chief Digital Strategist, Healthcare Practice Lead for White Rhino in Lexington, Massachusetts. “But often these profiles are little more than an abbreviated resume: an academic history, professional credentials, and a headshot. They rarely convey Read More

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Shawn Gross, White Rhino

Reimagining the Online Doctor Profile

3 Strategies to Build Patient Trust and Drive More Online Appointments // By Shawn Gross // Patients turn to online doctor profiles to learn something meaningful about the person who’s going to be managing their health. But often these profiles are little more than an abbreviated resume: an academic history, professional credentials, and a headshot. Read More

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