World Congress

Digital Marketing Highlights from the World Congress Hospital Marketing and Communications Summit

// By Jane Weber Brubaker // On September 29-30, the World Congress convened its third annual Hospital Marketing and Communications Summit in Boston, with presenters from Cleveland Clinic, Novant Health, Main Line Health, Presence Health, Nationwide Children’s Hospital, Trinity Health, RWJBarnabas Health, and others. Several presentations discussed the evolution of hospital brands in an environment Read More

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Craig Kartchner, Senior Director of Marketing, Intermountain Healthcare

Technology as Engagement Tool at Intermountain Healthcare

At Intermountain Healthcare, patient engagement is a top priority, and the organization is tackling the issue from all sides. We spoke with Craig Kartchner, Senior Director of Marketing, to get an update on Intermountain’s digital strategies, successes, and challenges. “We want it to be convenient and easy for people to access tools and resources that Read More

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Craig Kartchner, Senior Director of Marketing, Intermountain Healthcare

Patient Engagement Through Digital at Intermountain Healthcare

An Interview with Craig Kartchner, Senior Director of Marketing // By Jane Weber Brubaker // At Intermountain Healthcare, patient engagement is a top priority, and the organization is tackling the issue from all sides. We spoke with Craig Kartchner, Senior Director of Marketing, to get an update on Intermountain’s digital strategies, successes, and challenges. “We Read More

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Dagmara Scalise, AVP strategic services and healthcare practice lead, Primacy

What to Do AFTER Your Brand-New Website Has Launched—Part Two

// By Dagmara Scalise // In Part One of my overview of post-website redesign launch priorities, I focused on four important strategies to demonstrate the effectiveness of your website investment, and keep momentum going: Measurement Optimization Local search Content strategy Here we will get to the next set of priorities after your website redesign.

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What Do Customers Hate About Your Hospital’s Website?

Are your website visitors captive customers? When an organization fails to meet customer expectations—and the bar has been set high by industries outside of healthcare—the impact on brand can be great. More than a third of visitors to health system websites surveyed by Greystone.Net and Klein & Partners, creators of gSight™, a healthcare and hospital Read More

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Memorial Hermann Logo Square

Improve Your Hospital Website, Improve What Consumers Think of Your Brand; NPS Tells Memorial Hermann Where to Focus

Patients are consumers. They want convenience—especially online. They expect it, and when they don’t get it, they don’t like it. When they don’t like it, they may tell other people. If they’re really upset, they may use the large megaphone known as the Internet to tell the world. Wouldn’t it be great if they told Read More

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Captive Customers: Do Your Patients Visit Your Website Because They Want To or Because They Have To?

// By Jane Weber Brubaker // “Every single touchpoint you have in healthcare, we should have the same consistent experience,” says Chantal Stephens of Orlando Health, formerly of Ritz-Carlton and Disney, two organizations renowned for exceptional customer service (eHST, January 2016). The implied word in this sentence is “positive”—a consistent positive experience. When any aspect Read More

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Memorial Hermann Logo Square

Net Promoter Score: Are Your Patients Promoters, Passives, or Detractors?

// By Jane Weber Brubaker // Net Promoter Score is a mechanism that collects consumer feedback by asking the question: How likely is it that you would recommend [brand] to a friend or colleague? Memorial Hermann uses Net Promoter Score to measure consumer sentiment across a range of online experiences. “We can get a gauge Read More

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Online Billing Patients Love (Not Merely Tolerate)

Online billing: From the patient perspective, it seems like the best you can achieve is a silver lining to an otherwise dark cloud. But Memorial Hermann health system in Texas has implemented an online payment solution from Simplee that is garnering rave reviews. “We understand that paying a healthcare bill isn’t always pleasant, that healthcare is Read More

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John Odom

How To Keep Your Healthcare Organization’s Mobile Apps Evolving and Fresh

St. Louis Children’s Hospital was an early adopter of mobile apps. Kid Care, its first app, launched more than six years ago as a symptom checker for parents. “Back in January 2010 it was just cool to have an app,” says John Odom, Webmaster at St. Louis Children’s. “But as we thought about it over Read More

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Rave Reviews About Online Billing? How Memorial Hermann Solved a Patient Pain Point

// By Jane Weber Brubaker // “The easiest bill to understand and pay I’ve ever seen…” “Awesome way to pay—prompt and efficient…” “Very easy to use…” These are just a few examples from the 2,000+ comments Memorial Hermann has collected since implementing an online payment solution from Simplee. “We understand that paying a healthcare bill Read More

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St. Louis Children's Hospital

St. Louis Children’s Evolutionary App Strategy Drives Key Business Objectives

// By Jane Weber Brubaker // St. Louis Children’s Hospital was an early adopter of mobile apps. Kid Care, its first app, launched more than six years ago as a symptom checker for parents. “Back in January 2010 it was just cool to have an app,” says John Odom, Webmaster at St. Louis Children’s. “But Read More

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Bill Citro, Communications and Marketing Senior Analyst at Nebraska Medicine

Which User Testing Tool Is Right For You?

You’ve been working on your website redesign for many months. At key points along the way you solicited feedback from your physician committee and other stakeholders in your organization. Now you’re finally ready to let internal users test the site before the public launch. What are the right tools to use to get user feedback? Read More

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ForeSee

3 User Testing Tools: Seeing Your Hospital’s Website Through Users’ Eyes

// By Jane Weber Brubaker // You’ve been working on your website redesign for many months. At key points along the way you solicited feedback from your physician committee and other stakeholders in your organization. Now you’re finally ready to let internal users test the site before the public launch. Or maybe you revamped your Read More

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Protect Your Investment With Usability Testing and Eye Tracking

// By Sandra Fancher // Mark Twain once said, “Supposing is good, but finding out is better.” As a Web and marketing professional, you know it’s easy to immerse yourself in a Web project and assume every choice or assump­tion you make will be clear to every­one. You know what’s worked in the past. You Read More

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