C Source Chatbot Image

Keys To Creating an Effective Chatbot for Your Health System

For Jonno Boyer-Dry, creating a chatbot for cancer patients wasn’t a project based on financial goals or institutional efficiency. It was something that emerged out of personal experience. “Part of what is maddening about being a cancer patient is that resources and information are incredibly disaggregated,” says Boyer-Dry, who was diagnosed with Hodgkin lymphoma three Read More

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Melanie Graham

What Chatbots Need to Succeed in Healthcare

From small operations to large-scale providers, human-first is the key to a successful chatbot platform // By Melanie Graham // For Jonno Boyer-Dry, creating a chatbot for cancer patients wasn’t a project based on financial goals or institutional efficiency. It was something that emerged out of personal experience. “Part of what is maddening about being 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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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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Shawn Gross, White Rhino

Technology That Engages Patients Emotionally

“The robotic yet charming voice of Alexa can help you find a good movie, make a payment on your credit card, get airline fares for a trip to Dublin, or see how many calories are in the banana you’re eating,” notes Shawn Gross, Chief Digital Strategist at White Rhino. “With an estimated 11 million devices Read More

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Shawn Gross, White Rhino

Alexa, Find Me a Doctor

// By Shawn Gross // The robotic yet charming voice of Alexa can help you find a good movie, make a payment on your credit card, get airline fares for a trip to Dublin, or see how many calories are in the banana you’re eating. With an estimated 11 million devices sold, the Amazon Echo Read More

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Jane Weber Brubaker, Editor of eHealthcare Strategy & Trends

Lean Healthcare: Valuing What Patients Value

// By Jane Weber Brubaker // Lean business practices have been around ever since Toyota devised the “Toyota Production System” to transform its manufacturing processes. The idea was further refined in the book Lean Thinking, and distilled down to five core ideas¹: Value—specify the value desired by the customer Value Stream—identify the value stream for Read More

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Are You Meeting Healthcare Consumer Expectations?

Insights from New Study of Healthcare Consumers’ Digital Experience // By Becky Barney-Villano // Retail has done it for years. Restaurants have, too. Even the banking industry is now meeting consumer expectations for on-demand services with such capabilities as mobile deposits, and complicated mortgages are being closed with a few clicks from a smartphone. Healthcare Read More

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MultiCare Logo

Online Reputation Management: A Systematic Approach Pays Off

“Reputation management has never been more important for healthcare providers and organizations that are actively seeking new patients. Why? The increase in high-deductible health plans has created a new breed of healthcare shopper,” says Becky Barney-Villano, healthcare writer and marketing specialist. “The rise of insurance exchanges where consumers pick their plans has resulted in more Read More

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Tony Slonim, MD, DrPH, president and chief executive officer at Renown Health

The Changing Role of Marketing in Healthcare Transformation

“As we continue to travel down the path of healthcare transformation, there are key individuals—healthcare leaders and innovators—whose ideas and actions are helping to shape the new look of healthcare delivery in America. Tony Slonim, MD, DrPH, is one such individual,” says Dan Dunlop, president and CEO of Jennings and member of the eHealthcare Strategy & 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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MultiCare Logo

Online Reputation Management: How MultiCare Health System’s Systematic Approach Drives Results

// By Becky Barney-Villano // Reputation management has never been more important for healthcare providers and organizations that are actively seeking new patients. Why? The increase in high-deductible health plans has created a new breed of healthcare shopper. The rise of insurance exchanges where consumers pick their plans has resulted in more robust and careful Read More

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Tony Slonim, MD, DrPH, president and chief executive officer at Renown Health

The Role of Innovation and Technology in Healthcare Transformation

// By Dan Dunlop // As we continue to travel down the path of healthcare transformation, there are key individuals—healthcare leaders and innovators—whose ideas and actions are helping to shape the new look of healthcare delivery in America. Tony Slonim, MD, DrPH, is one such individual. Dr. Slonim is president and chief executive officer of 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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Baptist Health Expense Navigator

Healthcare Price Transparency: A Work in Progress

A growing percentage of consumers with employer-sponsored health insurance are choosing high-deductible health plans that have lower premiums. Citing data from the Kaiser Family Foundation, Becker’s reported that 24 percent of employees enrolled in high-deductible health plans in 2015, up from just 4 percent in 2006. The downside of HDHPs is that out-of-pocket costs are Read More

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Average Price of Vaginal Delivery, by Facility. Source: HCI3 Report Card on State Price Transparency Laws—July 2016

How 5 Health Systems Are Tackling Price Transparency

// By Jane Weber Brubaker // The nature of our health system in the U.S. is that it is massively complicated, with many variables that impact price. It’s extremely challenging for health systems to give an answer to a patient who asks a seemingly simple question: How much will this cost me? First a provider 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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Emily Kagan Trenchard, associate vice president of digital & innovations strategy, Northwell Health

APIs: The Digital Glue That Will Save Healthcare From Itself

// By Emily Kagan Trenchard // I just got back from HIMSS 2017 in Orlando, Florida, and if this national conference of health IT professionals had a message, it was this: Patient engagement is the goal, so interoperability is the key. Why is that? Because to truly boost consumer engagement, we need to get our 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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