// By Sheryl S. Jackson // How do you build the children’s hospital of the future? Start by asking family members, patients, clinicians, and other healthcare providers what they want. That is exactly what MUSC Health did when designing MUSC’s new Shawn Jenkins Children’s Hospital set to open in October 2019. More than 20 different Read More
// By Jane Weber Brubaker // If you read any of the 2019 trends articles at the beginning of the year, chances are personalization was one of the “hot trends to watch.” But what exactly does personalization look like in a healthcare organization? If you ask 10 people, you’re likely to get 10 different answers. Read More
// By Jane Weber Brubaker // The call for entries for the 2019 eHealthcare Leadership Awards is officially open! Every year around this time, we pick one of our 17 award categories and look back at the prior year’s winners to see what the judges thought they did right — and what they could do Read More
Chatbots — a computer program or artificial intelligence (AI) that has text or voice conversations — are redefining customer service, especially in healthcare. A 2017 Juniper Research study found that healthcare providers that use chatbots can expect average time savings of just over four minutes per inquiry, with average cost savings in the range of Read More
Ask the Expert with Simon Dermer, Managing Director, eSSENTIAL Accessibility // By Jared Johnson // Healthcare organizations that invest in their patients with disabilities reap significant rewards. They enjoy loyalty and high patient satisfaction from the largest minority group in the world. But doing so requires going beyond the minimum requirements for website accessibility. It Read More
Continuing Evolution of Healthcare AI Improves Consumer Experience // By Althea Fung // Chatbots — a computer program or artificial intelligence (AI) that has text or voice conversations — are redefining customer service, especially in healthcare. A 2017 Juniper Research study found that healthcare providers that use chatbots can expect average time savings of just Read More
It’s been more than five years since Duke Health relaunched its consumer website (DukeHealth.org), but the redesign process is far from over. “We planned for our website to evolve into an engaging user experience as we learned more about our audience, who they are, and why they’re coming to our site,” says Debbe Geiger, director Read More
// By Melanie Graham // It’s been more than five years since Duke Health relaunched its consumer website (DukeHealth.org), but the redesign process is far from over. “We planned for our website to evolve into an engaging user experience as we learned more about our audience, who they are, and why they’re coming to our Read More
Digital experience isn’t just digital anymore. It’s not enough to build a great new website, or launch a mobile app. Your digital initiatives have to connect with and support the entire customer experience. That’s what consumers have grown to expect. It’s not good enough to optimize some parts of the customer journey for the 21st Read More
Ask the Expert with Chris Riegger, COO, Modea // By Jane Weber Brubaker // Digital experience isn’t just digital anymore. It’s not enough to build a great new website, or launch a mobile app. Your digital initiatives have to connect with and support the entire customer experience. That’s what consumers have grown to expect. Read More
Do you include your facility locations as a component of your organization’s digital strategy? If not, you could be sacrificing market share. With a growing number of Americans turning to their mobile phones to search for healthcare providers in their area, it’s more important than ever that your website content be optimized to allow people Read More
When talking about healthcare provider websites, the word “personalization” will give most people pause. With today’s heightened awareness around patient privacy and HIPAA, how can a healthcare provider effectively personalize a website without going too far? This was a question Main Line Health faced in 2015-2016 when it took on a website redesign project. The Read More
The latest technologies provide consumers with an array of conveniences — from the ability to summon a ride with a click of their phone to ordering fast food online and having it delivered right to their door. As these types of experiences increasingly become the norm, healthcare marketers are being pressed to find new ways Read More
4 Key Insights from UNC Health Care User Experience Audits — Plus 7 Tips for Your Location Strategy Success // By Lisa D. Ellis // Do you include your facility locations as a component of your organization’s digital strategy? If not, you could be sacrificing market share. Growing Opportunities with Mobile Search With a growing number Read More
Ask the Expert with Dan Greenwald, CEO, White Rhino // By Lisa D. Ellis // The latest technologies provide consumers with an array of conveniences — from the ability to summon a ride with a click of their phone to ordering fast food online and having it delivered right to their door. As these types Read More
// By Melanie Graham // When talking about healthcare provider websites, the word “personalization” will give most people pause. With today’s heightened awareness around patient privacy and HIPAA, how can a healthcare provider effectively personalize a website without going too far? This was a question Main Line Health faced in 2015-2016 when it took on Read More
We recently spoke with Amber Welch, director of digital content for Ochsner Health System, about Ochsner’s recent efforts in creating its new state-of-the-art website and tracking the results. eHST: How has the consumerization of healthcare impacted Ochsner Health System and how you operate online and through your website? AW: Our online patients expect to find what Read More
We all have that miscellaneous drawer somewhere in our houses. While the junk drawer seems like a great way to store small, useful household items, in many cases, it’s an ineffective solution to poor organization and hoarding. The same thing happens with websites. It can be hard to figure out a designated home for a Read More
// By Althea Fung // We all have that miscellaneous drawer somewhere in our houses. Mine is filled with instruction manuals, incense and lighters, a sewing kit, leftover screws from Ikea furniture, and my label maker. While the junk drawer seems like a great way to store small, useful household items, in many cases, it’s Read More
// By Lisa D. Ellis // Online consumer giants like Amazon and Google have been rolling out the red carpet for consumers, offering quick, easy, and personalized experiences. This level of service is reshaping consumer expectations, and the effect is spilling over into the healthcare sector. At the 2018 Society for Healthcare Strategy and Market Read More
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// 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
// By Jane Weber Brubaker // The eHealthcare Leadership Awards program recognizes the very best websites and digital communications efforts of a wide range of healthcare organizations. This year’s winners were announced November 7 at a special presentation in Scottsdale, Arizona during the Healthcare Internet Conference, produced by Greystone.Net. More than 200 organizations received recognition Read More
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
// By Jane Weber Brubaker // 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 Read More