user experience

Benchmarking Reveals Whether You’re a Leader or a Laggard

Ben Dillon

“Benchmarking your organization against your peers is something every health system wants to do,” says Ben Dillon, chief strategy officer at Geonetric and eHST Editorial Advisory Board member. “But in reality, how you compete is more nuanced than just comparing your organization to others by team or bed size. It’s neither easy to compare yourself to an average of Read More

Ask the Expert: What Differentiates a Healthcare Digital Marketing Leader?

Ben Dillon

Learn How Leading Healthcare Marketers Do Digital Differently and How to Propel Your Organization Forward // By Ben Dillon // Benchmarking your organization against your peers is something every health system wants to do. But in reality, how you compete is more nuanced than just comparing your organization to others by team or bed size. Read More

eHealthcare Leadership Award Winners: They’re Simply the Best

eHealthcare Leadership Awards

// By Jane Weber Brubaker // It’s that time of year again. The call for entries for the 2018 eHealthcare Leadership Awards is open as of May 1. This year’s award winners will be announced at a gala luncheon on November 7 at the HCIC conference in Scottsdale, Arizona. Winners are selected from nearly 1,000 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

Empathy: The Key to Creating Meaningful Digital Experiences for Consumers

Kyra Hagan

// By Kyra Hagan // Gaining an understanding of what drives the choice-making and loyalty of healthcare consumers is complex. 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 industries, like retail, hospitality, and banking. As a Read More

Alexa, Can You Help Our Patients and Still Stay HIPAA-Compliant?

Emily Kagan Trenchard, associate vice president of digital & innovations strategy, Northwell Health

The market for voice-controlled smart speakers is hot. The percentage of U.S. Wi-Fi connected households with devices like Amazon Echo and Google Home was up to 12.1 percent as of the end of November, after Black Friday and Cyber Monday, comScore reported. If that doesn’t get your attention, consider the growth rate between June (8.1 Read More

Alexa, What Are the Early Adopters Up To?

Jane Weber Brubaker

// By Jane Weber Brubaker // The market for voice-controlled smart speakers is hot. The percentage of U.S. Wi-Fi connected households with devices like Amazon Echo and Google Home was up to 12.1 percent as of the end of November, after Black Friday and Cyber Monday, comScore reported. If that doesn’t get your attention, consider Read More

What Is AMP and How Can It Help My Healthcare Brand?

google amp accelerated mobile pages logo

Experts explain Google’s Accelerated Mobile Page (AMP) Project and how healthcare marketers can use it in their mobile content strategy. // By Melanie Graham // When it comes to webpage content, a mobile-first mindset is crucial. As of January 2017, some 77 percent of Americans owned a smartphone, and roughly 1 in 10 of those Read More

iPad Check-In Solution Provides Myriad Marketing Benefits

Sometimes a technology solution adopted by healthcare administrators and clinicians produces unexpected benefits for marketers. CHRISTUS Physician Group, with operations in Texas, Louisiana, Arkansas, and New Mexico, wanted to streamline patient check-in during office visits and improve collection of outstanding balances. To achieve these goals, the organization piloted, then implemented, a digital patient check-in solution Read More

Patient Check-In Tool Drives Benefits for Marketers

// By Jane Weber Brubaker // Sometimes a technology solution adopted by healthcare administrators and clinicians produces unexpected benefits for marketers. CHRISTUS Physician Group, with operations in Texas, Louisiana, Arkansas, and New Mexico, wanted to streamline patient check-in during office visits and improve collection of outstanding balances. To achieve these goals, the organization piloted, then Read More

How Accessible Is Your Website?

Jane Weber Brubaker

// By Jane Weber Brubaker // What if 20 percent of your website visitors were prevented from fully engaging with your content, or found it just too frustrating to spend much time on your site? Web design has come a long way toward making digital experiences more consumer-friendly, personalized, and mobile-friendly. But unless you’ve experienced Read More

The Intersection of AI and Healthcare

chat bot with billing agent for piedmont healthcare from Loyal healthcare

The media, including social media, are buzzing about AI, or artificial intelligence. As of this writing in late November, the top trending article on Facebook is “Facebook Is Using Artificial Intelligence to Spot Suicidal Tendencies in Its Users.” On LinkedIn, it is “Where Will AI Increase and Decrease Costs in Healthcare?” Is AI just the Read More

How to Optimize Your Hospital Website’s Find-a-Doctor Tool — and Put Users First

Noel Coleman, president of Doctor.com Enterprise

The strategic core of most hospital or health system websites is a strong and user-friendly physician directory, or “Find a Doctor” tool. Optimizing your strategy and your tool’s functionality is a digital healthcare marketing imperative. In last month’s article, Noel Coleman mapped five strategic goals for your “Find a Doctor” tool. In our new article, he offers Read More

Are You Maximizing Your “Find a Doctor” Strategy? (Part 2)

Noel Coleman, president of Doctor.com Enterprise

8 Steps to Strengthen Your Physician Directory Tools and Build Your Patient Base // By Noel Coleman // No hospital or health system website today is complete without including a strong and user-friendly physician directory, or “Find a Doctor” tool. This means that if your organization has not yet ventured fully into this area, there’s Read More

Don’t Overlook the Importance of Page Speed

Petra Gregorová, senior software engineer at ConnectiveDX

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

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

Petra Gregorová, senior software engineer at ConnectiveDX

// 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

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.

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

Kyra Hagan

“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

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

William Gagnon is senior director, digital 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

Learning to Treat Healthcare Consumers Like Customers

Kyra Hagan

// 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

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

Boston Children's Logo - Square

// 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

Healthcare Price Transparency: A Work in Progress

Baptist Health Expense Navigator

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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