Patient Experience

Subtopics: Patient Satisfaction, Patient Engagement

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UCI Health: New Hospitals, New Patients, New Website

Green-Amanda-Writer

// 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.

9 Strategies for healthcare reputation management

ft image 9 Strategies for healthcare reputation management-1

A free white paper, published by Birdeye

In this guide, you’ll learn:

  • Connect with patients on the most effective channels
  • Leverage online reviews to build trust and attract new patients
  • Position your practice as a top choice with Google Seller Ratings
  • Turn insights into actionable strategies to delight patients

Download Now  »

How Press Ganey Uses AI to Make Healthcare More Human

Althea Fung

// 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

ft image Websites and Beyond_ Transforming Patient Experience

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.

Watch Now  »

Providence Proves the Value of Improving Customer Experience

Jennings-Karina-Providence

// By Jane Weber Brubaker // As consumers, we know from personal experience how hard it can be to find and get care when we need it. One way Providence makes it easier is through the Providence app. Learn how the app drove $26 million in attributed revenue and an additional $22 million in operational efficiencies.

A CRM Story: Penn Highlands Healthcare

A CRM Story Penn Highlands Healthcare

Download this new white paper and learn:

  • How Can a Mid-Size Hospital System Achieve Measurable Growth and Deeper Patient Engagement? Explore the strategies and real-world outcomes that drove impactful results.
  • What Are the Key Steps to Prove ROI and Secure Support for Marketing Investments? Learn how to build a compelling case for CRM-driven campaigns.
  • Which Scalable, Data-Driven Tactics Can Position Your Marketing for Long-Term Success? Discover future-ready methods to stay competitive in the dynamic healthcare landscape.
  • How Can You Test and Optimize CRM Campaigns to Adapt to Evolving Market Needs? Gain insights into creating flexible campaigns that deliver results in shifting environments.

Download Now  »

Content that Connects: Strategies for Reaching and Engaging Your Audiences

ft image Content that Connects_ Strategies for Reaching and Engaging Your Audiences

Presented January 30, 2025

Panelists:

  • Emilie Ansel, CEO, Private Health News
  • Julie Williams, Regional Marketing Manager, Trinity Health of New England
  • Diana Jones, CEO, Petrastella Communications Marketing Strategy & Planning for Walmart Health & Wellness

What You Will Learn:

  • How to define and prioritize target audiences for your content marketing efforts
  • Effective methods for developing audience personas
  • Balancing personalization with scalability in campaigns
  • The most engaging types of content for specific audience segments
  • When to pivot to ensure your content remains relevant in rapidly changing markets?
  • Tools and platforms for analyzing audience behavior and preferences
  • How to tailor content for different stages of the buyer’s journey
  • Trends shaping the future of targeted content marketing

Watch Now  »

Inside Orlando Health’s Multichannel Strategy to Engage and Inspire Audiences

Kim Marcum

Effectively engaging with patients, physicians, employees, and community members means going beyond traditional communication methods. Orlando Health has embraced this challenge head-on, creating an expansive digital communication strategy that meets people where they are. Discover how this omnichannel strategy drives engagement, builds trust, and delivers measurable impact across all audiences.

Vanderbilt Health’s Analytics Journey Prioritizes Consumer Privacy

Waters-Travis-Vanderbilt

// By Jane Weber Brubaker // The healthcare privacy landscape has been in flux since 2022, after several healthcare organizations were sued for HIPAA violations. On August 1, 2024, Vanderbilt Health went live with its new HIPAA-compliant analytics solution. Here, we trace the journey from evaluation and selection to implementation, and its exciting new capabilities.

Healthcare Marketing in the Privacy Era: Embracing the Consumer Mindset

ft image Healthcare Marketing in the Privacy Era_ Embracing the Consumer Mindset

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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The Healthcare Experience Patients Actually Want: A Roadmap to Digital Transformation

Brian Carlson

Patients today want more. They want digital experiences that are fast, easy, and personalized. If your healthcare organization doesn’t keep up, it’s time for a serious digital makeover. Here’s how to create a roadmap that boosts patient loyalty, reduces friction, and makes your organization feel like the user-friendly apps patients like using.

Orlando Health Builds Connections and Achieves Results Through a Robust Digital Strategy

Orlando Health logo

// By Susan Dubuque // Effectively engaging with patients, physicians, employees, and community members means going beyond traditional communication methods. Orlando Health has embraced this challenge head-on, creating an expansive digital communication strategy that meets people where they are. Discover how this omnichannel strategy drives engagement, builds trust, and delivers measurable impact across all audiences.

Building Healthcare Experiences Patients Love

Jennifer Carron

// By Elaine Christie // Patients today want more. They want digital experiences that are fast, easy, and personalized. If your healthcare organization doesn’t keep up, it’s time for a serious digital makeover. Here’s how to create a roadmap that boosts patient loyalty, reduces friction, and makes your organization feel like the user-friendly apps patients like using.

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

Susan Dubuque black and white headshot

// 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.

How to Build Your Healthcare Consumer Experience Roadmap — for 2025 and Beyond

Praia Health Speakers

Your Presenters:

  • Jennifer Carron Passon, CPXP, MSOM, Patient Experience Officer, BJC HealthCare
  • Brian Carlson, VP of Patient Experience, Vanderbilt University Medical Center
  • Justin Dearborn, Founder and CEO, Praia Health

Moderated by:

  • Jared Johnson, Chief Marketing Officer at Praia Health and eHealthcare Strategy & Trends Editorial Advisory Board Member

You’ll learn:

  • How to create or update your organization’s consumer experience strategy based on insights from forward-thinking institutions.
  • Effective change management strategies to accelerate and gain buy-in for consumer experience initiatives
  • How marketing leaders effectively collaborate with others who have consumer experience responsibilities without derailing other priorities and investments.
  • How to evaluate new digital platforms and the possibilities that they open for connecting consumer experiences beyond the clinical encounter.

Watch Now »

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

Kontizas-Demetrios-Alliance-Innovations

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?

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