Patient Experience

Banner Health’s Location Pages Upgraded

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// By Wendy Margolin // Phoenix, Arizona-based Banner Health’s digital team adopted an e-commerce mindset to modernize the health system’s location pages, making it easier for patients to access the services and care settings of their choice. Find out how Banner Health followed the model of the hospitality industry to make its website location pages consumer-friendly.

The 2025 eHealthcare Leadership Awards Are Now Open

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// By Susan Dubuque // The 2025 eHealthcare Leadership Awards Call for Entries is officially open! Now in their 26th year, the eHealthcare Leadership Awards celebrate excellence in healthcare digital marketing, recognizing standout websites, apps, videos, campaigns, and digital initiatives that drive marketing and business success across the industry. The deadline for entries is June 27, 2025.

In Search of Lost Time: Insights from 299 healthcare professionals

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A free white paper, published by Leadsquared

Download this eBook to learn:

  • Where is time slipping away in healthcare operations?
    Identify the most common time traps—from slow scheduling to administrative overload—and learn where small inefficiencies create big delays.
  • How do operational delays affect patient satisfaction?
    See how response times, follow-ups, and workflow inefficiencies directly impact patient experience, engagement, and even retention.
  • What practical steps can streamline workflows and improve care?
    Get proven strategies to reduce manual work, automate repetitive tasks, and create a more efficient system that allows teams to focus on patients—not paperwork.

Download Now  »

Raising the Bar: How Award-Winning Health Systems Enhance Digital Patient Experience

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// By Susan Dubuque // Patient experience is no longer judged based on bedside manner or in-office interactions alone. Increasingly, it’s defined by the digital journey. This insight came during a recent member roundtable featuring eHealthcare Leadership Awards winners. Here, industry experts from Hackensack Meridian Health and UNC Health share secrets on meeting today’s consumer expectations.

UCI Health: New Hospitals, New Patients, New Website

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// By Amanda Green // It takes hard work to make something look easy. UCI Health, the clinical enterprise of the University of California, Irvine, was overdue for a website update. Learn how UCI Health refreshed its website to improve searchability, integrate clinical trials, and optimize content, and set the foundation for future enhancements.

How Press Ganey Uses AI to Make Healthcare More Human

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// By Althea Fung // Healthcare providers constantly seek ways to improve the patient experience, but in many cases the most valuable insights are hidden in plain sight. Press Ganey has made a major investment in AI and NLP to help its clients better understand patient needs. Here, we look at how deeper insights lead to change.

Websites and Beyond: Transforming Patient Experience

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Presented March 27, 2025

Panelists:

  • Ben Dillon, CEO, Geonetric
  • Roc Johnson, Director, Digital Strategy, UNC Health
  • Adrienne Woods, Vice President, Digital Engagement, Hackensack Meridian Health

Moderator:

  • Susan Dubuque, Contributing Editor, eHealthcare Strategy & Trends and Co-Chair, 2025 eHealthcare Leadership Awards

We’ll be discussing:

  • How user-friendly websites are the cornerstone of patient access, engagement, and information. For patients across the full range of digital experiences.
  • The growing role of mobile apps as part of a connected patient experience.
  • How online appointment scheduling empowers patients with seamless, self-service options.
  • Why personalized patient portals are essential for secure access to medical records, test results, and direct communication with providers.
  • Ways telehealth and virtual care expand access through video consultations and remote monitoring.
  • AI-driven chatbots and virtual assistants’ place in enhancing engagement and providing instant responses to common patient inquiries.

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Memorial Hermann “Moments” Campaign Shares Powerful First-Person Stories of Healing

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Kel’s deeply personal story is told entirely in the first person. So is Sarah’s story, chronicling her risky surgery to remove a mass of abnormal blood vessels. Their stories are featured in Memorial Hermann’s “Moments” campaign. Explore how this campaign showcases transformative experiences taking place at Memorial Hermann through in-depth, first-person storytelling.

Moments That Shape Us: The Power of First-Person Storytelling

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// By Melissa Sher // Kel’s deeply personal story is told entirely in the first person. So is Sarah’s story, chronicling her risky surgery to remove a mass of abnormal blood vessels. Their stories are featured in Memorial Hermann’s “Moments” campaign. Explore how this campaign showcases transformative experiences taking place at Memorial Hermann through in-depth, first-person storytelling.

Healthcare Marketing in the Privacy Era: Embracing the Consumer Mindset

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Presented on January 15, 2025

Your Presenters:

  • Stephanie Downing, Manager of Digital Communications, St. Elizabeth Healthcare
  • Ray Mina, Vice President, Marketing & Interim Vice President, Product Freshpaint

You’ll learn:

  • Why delivering an exceptional online experience is a competitive imperative.
  • Why privacy concerns have made consumerization so difficult in healthcare.
  • How you can overcome these challenges.
  • What it means to be privacy-first.
  • How to build a durable, privacy-first foundation.
  • How this foundation will help you improve ROI and enhance patient loyalty.

And much more!

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Bringing Diversity, Equity, and Inclusion to Life in Today’s Healthcare Environment

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// By Susan Dubuque // The COVID-19 pandemic highlighted health disparities in the U.S., which disproportionately affected vulnerable and underserved communities. This article will present examples of DEI in action through three award-winning entries in the Best Digital Leadership in Health Diversity, Equity, and Inclusion category from the 2023 eHealthcare Leadership Awards.

Do You Have to Compromise Between Regulatory Adherence and Analytical Power?

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Healthcare organizations face a significant challenge. Integration of advanced analytics with stringent HIPAA compliance requirements presents a complex landscape to navigate. As data-driven decision-making becomes the industry standard, demand for robust, HIPAA-compliant analytics solutions grows increasingly vital. Do you have to compromise between regulatory adherence and analytical power?

Welcoming Patients Through the Digital Front Door

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// By Susan Dubuque // The term “digital front door” (DFD) first emerged in the mid-2010s and has become a central concept in the healthcare landscape. During the 2023 eHealthcare Leadership Awards, the judges presented 15 awards in the Best Digital Front Door category. Discover how award-winning organizations enhance patient access, engagement, and experience.

Unlocking the Power of HIPAA-Compliant Analytics in Healthcare

// By Demetrios Kontizas // Healthcare organizations face a significant challenge. Integration of advanced analytics with stringent HIPAA compliance requirements presents a complex landscape to navigate. As data-driven decision-making becomes the industry standard, demand for robust, HIPAA-compliant analytics solutions grows increasingly vital. Do you have to compromise between regulatory adherence and analytical power?

Ignite Excellence: Winning Strategies for Digital Patient Experience

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Panelists:

  • Ben Dillon, CEO, Geonetric
  • Matt McKinney, Director, Digital Engagement, Cone Health
  • Kishore Reddipeta, Director, Web Systems and Technologies, Stanford Medicine Children’s Health

Moderator:

  • Susan Dubuque, Contributing Editor, eHealthcare Strategy & Trends and Co-Chair, 2024 eHealthcare Leadership Awards

In this session, you’ll learn:

  • The breadth, scope, and depth of winning patient experience strategies and tools
  • How website and digital health steering committees guide planning
  • Best practices for implementing patient experience initiatives
  • How to prioritize investments for maximum impact
  • And much more!

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The Health System Digital Front Door: Enhancing Patient Access, Engagement, and Experience

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A new eHealthcare Strategy & Trends member roundtable, featuring winners from the 2023 eHealthcare Leadership Awards

Your Panelists:

  • Jennifer Segalini, VP of Strategy at Phase2
  • Amanda Jones, Senior Director of Digital Engagement at Geisinger
  • Jennifer Mackendree, System Director of Marketing at Health First
  • Nardeep Singh, Marketing Technology Manager at Renown Health

In this session, you’ll learn:

  • The breadth, scope, and depth of DFD strategies and tools
  • Best practices for implementing a DFD
  • Practical tips for enhancing patient engagement and satisfaction
  • How a DFD can impact marketing outcomes
  • How to prioritize DFD investments for maximum impact
  • And much more!

Watch Now »