consumer experience

Why Healthcare Marketing Needs a New Approach to Analytics

Carrie Liken, head of healthcare industry at Yext

“We are in the New Age of Discovery,” says Carrie Liken, head of industry for healthcare at Yext. “It’s all about how a patient is exposed to and finds your health system, your brand, and your providers. Patients are discovering healthcare differently today than they did even two years ago. And this requires new ways of Read More

The Importance of Adopting an Accessibility Mindset for Healthcare Websites

Keith Bundy, accessibility community consultant

// By Keith Bundy // Keith Bundy is an accessibility community consultant at Siteimprove. The following article is based on his speech during the 2018 eHealthcare Leadership Awards. This year, we added accessibility as a scoring criterion in the Best Overall Internet category, combining a weighted score derived from Siteimprove’s Digital Certainty Index automated tool Read More

The Evolving Patient Experience: Meeting Your Patients Everywhere They Search

The Evolving Patient Experience: Meeting Your Patients Everywhere They Search

// Sponsored Post //

Is your health system prepared to meet patients everywhere they’re searching for health information?

A year and a half ago, Yext conducted a survey of 1,000 patients who had gone online to find a physician, hospital, or other healthcare provider in the past 12 months to learn how they search for — and make decisions about — providers.

In January 2018, we conducted two new studies: one follow-up to our previous study, and one with a focus on how voice and intelligent systems are changing how patients are finding health information.

Download now and learn how patients:

  • Search for individual providers
  • Find information outside of health systems’ websites
  • Expect online transactions
  • Look for a provider’s insurance
  • Use multiple devices to find healthcare information

Get your copy of this new report to see the full results of Yext’s Patient Search Behavior Survey and learn what changes you need to make to ensure that patients have all the necessary information during the moments that matter, across all platforms and devices, everywhere they search.

Download your copy today!

New App Boosts Annual Fundraising Event

Meaghan Belinski, director of digital marketing and automation at Movember

Many people in the healthcare world and beyond are familiar with the Movember Foundation. In fact, many of our readers may be sporting their supportive facial hair this month. This year, Movember has added a new experience to its annual fundraising push — a revamped mobile app. The app, which Movember developed in partnership with Read More

Movember Foundation and Swrve Team Up to Enhance Mobile App Experience

Movember Foundation logo

// By Melanie Graham // Many people in the healthcare world and beyond are familiar with the Movember Foundation. In fact, many of our readers may be sporting their supportive facial hair this month. This year, Movember has added a new experience to its annual fundraising push — a revamped mobile app. The app, which Read More

Highlights: 2018-19 Best Hospitals and Best Hospital Digital Experience

Connective DX logo

Every August, U.S. News & World Report announces its “Best Hospitals Rankings and Ratings.” The “Honor Roll” is the top of the heap — a list of the 20 best hospitals overall. Inclusion on the Honor Roll is a highly coveted accolade, giving healthcare organizations a year’s worth of well-deserved bragging rights and strong motivation 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.

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

Matt Gove, chief consumer officer, Piedmont Healthcare

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.

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

4 Models for a Consumer-Centric Hospital Website

// Sponsored Post //

Before redesigning your hospital website in 2018, consider these 4 models.

Hospital websites have traditionally been structured as static brochureware — featuring limited functionality and transactional capabilities. But with healthcare consumerism in full swing, the new standard for hospital website redesign is inspired by best practices from leading B2B and B2C brands that treat their sites as living, breathing experiences.

In this eBook, you’ll learn about four modern and practical models for a more consumer-centric hospital website that also delivers measurable ROI for your C-suite. Explore how you can:

  • Create a scalable platform for integrated service line marketing programs
  • Weave inbound and content marketing strategies throughout your site
  • Deliver a more personalized web experience with the help of your EHR
  • Manage important internal cultural shifts as you embark on a redesign

You’ll also get a behind-the-scenes look at one redesign that earned recognition from the eHealthcare Leadership Awards for its Google-inspired search.

Get the eBook »

New Asthma App Facilitates At-Home Care

PJ Gorenc, operating officer for the Nemours Center for Health Delivery Innovation

In 2018, the patient digital toolkit is ever expanding. Between electronic health records, smartphones, texting, and telehealth, patients have access to a wide range of digital resources. The problem is that multiple resources come with multiple logins, passwords, and in-app experiences. Digital health can be a little overwhelming and disjointed. Recently, innovators at Nemours Children’s Read More

New Technology Platform Automates Market Research

Steve Mast, president and chief innovation officer at Delvinia

Can traditional market research keep up with the need for speed in today’s digital environment? Maybe not, if studies are carried out in the traditional way. A new technology platform, Methodify, is helping health systems in our neighbor to the north accelerate the traditional market research process. Methodify enables organizations to collect feedback and insights Read More

Creating a Seamless Digital Experience for Pediatric Patient Families

Nemours Children's Health System Logo

Nemours Launches Powerful App for Asthma Patients // By Melanie Graham // In 2018, the patient digital toolkit is ever expanding. Between electronic health records, smartphones, texting, and telehealth, patients have access to a wide range of digital resources. The problem is that multiple resources come with multiple logins, passwords, and in-app experiences. Digital health Read More

Agile, Automated Market Research Platform Accelerates Insights

Methodify logo

// By Jane Weber Brubaker // Can traditional market research keep up with the need for speed in today’s digital environment? Maybe not, if studies are carried out in the traditional way. A new technology platform, Methodify, is helping health systems in our neighbor to the north accelerate the traditional market research process. Methodify enables Read More

IBM Marketing Catalyst: A Preconfigured Healthcare Marketing Stack

leveraging watson and adobe graphic

What do you get when you cross IBM Watson with five Adobe marketing tools? A smart, HIPAA-compliant, preconfigured marketing stack curated for healthcare that doesn’t take years to implement. That’s the case IBM is hoping to prove to healthcare and life sciences organizations with its new offering, IBM Marketing Catalyst. Developed by digital consultancy IBM Read More

Consumer Understanding Drives Consumer Experience

Kyra Hagan

“Gaining an understanding of what drives the choice-making and loyalty of healthcare consumers is complex,” says Kyra Hagan, senior vice president and general manager, marketing & communications at Influence Health. “What we do know is that consumers’ expectations for healthcare interactions are being shaped by the personalized and convenient experiences they have grown accustomed to in other Read More

Tackling the Complexities of Online Scheduling

DocASAP Logo (Square)

Online scheduling is something we take for granted when it comes to making a dinner reservation or booking a flight. But it’s been a tough nut to crack for healthcare systems, and a source of frustration for patients when it’s not available. It seems like it should be easy. In reality, it’s complex. Upstream from Read More

Online Scheduling Solution Streamlines Access at Prevea Health

Jane Weber Brubaker

// By Jane Weber Brubaker // Online scheduling is something we take for granted when it comes to making a dinner reservation or booking a flight. But it’s been a tough nut to crack for healthcare systems, and a source of frustration for patients when it’s not available. It seems like it should be easy. Read More

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