Technology and Patient Care

Why It Pays To Broaden Your Concept of “Patient Experience”

Matt Gove, chief consumer officer of Piedmont Healthcare

Your brand is the sum of the experiences a customer has with you, says Matt Gove, chief consumer officer at Piedmont Healthcare in Georgia. This definition goes beyond the conventional scope of patient experience, or as Gove consistently refers to it: customer experience. While patient experience historically has been a clinical initiative, with the bulk of Read More

Children’s Hospital of Philadelphia’s Mobile App Puts Vaccine Information in Parents’ Hands

#HCMKTG Short Takes // By Samantha Drake // As questions and confusion surrounding the need for childhood vaccines persist, healthcare organizations are creating easy-to-use digital resources to convey reliable vaccine information to parents. Mobile apps are a popular way to reinforce recommendations, dispel misconceptions, and build trust. The Children’s Hospital of Philadelphia’s Vaccine Education Center Read More

Customer Experience the Piedmont Way

Matt Gove, chief consumer officer of Piedmont Healthcare

// By Jane Weber Brubaker // Your brand is the sum of the experiences a customer has with you, says Matt Gove, chief consumer officer at Piedmont Healthcare in Georgia. This definition goes beyond the conventional scope of patient experience, or as Gove consistently refers to it: customer experience. Patient experience historically has been a Read More

Technology That Engages Patients Emotionally

Shawn Gross, White Rhino

“The robotic yet charming voice of Alexa can help you find a good movie, make a payment on your credit card, get airline fares for a trip to Dublin, or see how many calories are in the banana you’re eating,” notes Shawn Gross, Chief Digital Strategist at White Rhino. “With an estimated 11 million devices Read More

Replace Your Expensive Brochures With Mobile Apps

Printing patient education pamphlets, brochures, and information kits isn’t cheap. It’s one thing if patients actually use them. But do they? Two hospitals thought mobile apps might be a better solution. Luke Poppish is executive director of the OB/GYN service line at South Shore Hospital near Boston, Massachusetts. “Anecdotally, we were hearing that moms would get their Read More

Virtual Voice Assistants: Their New Role in Healthcare

Imagine if all of your older and chronically ill patients had personal assistants to help them monitor their vital signs, answer pressing health questions, and remind them to take their medicines. While this scenario may sound ideal, it’s also quite an unrealistic goal to expect to accomplish for an entire population. But the newest generation Read More

Virtual-Reality Simulations as Part of a Comprehensive Treatment Strategy

// By Lisa D. Ellis // Imagine that you’re lounging on the beach of a tropical island, listening to the waves lapping at the shore, feeling the breeze wafting over your skin, and hearing the seagulls squawk. With the latest virtual-reality tools that exist today, you—and your patients—can have this type of relaxing experience even Read More

Goodbye, Bulky Patient Handbooks; Hello, Service Line Apps

eHealthcare Pulse // By Jane Weber Brubaker // Printing patient education pamphlets, brochures, and information kits isn’t cheap. It’s one thing if patients actually use them. But do they? Two hospitals thought mobile apps might be a better solution. Luke Poppish is executive director of the OB/GYN service line at South Shore Hospital near Boston, Read More

Ten Hacks for Keeping at the Top of Your Marketing Game

Susan Solomon

 eHealthcare Pulse // By Susan Solomon // Programmatic advertising. Demand-side platforms. Private marketplace auctions.* It seems that there’s a “new next thing” in marketing every day. How does a savvy healthcare marketer keep up with it all? While it may appear that staying informed could be a full-time job, here are a few shortcuts and Read More

Are You Meeting Healthcare Consumer Expectations?

Insights from New Study of Healthcare Consumers’ Digital Experience // By Becky Barney-Villano // Retail has done it for years. Restaurants have, too. Even the banking industry is now meeting consumer expectations for on-demand services with such capabilities as mobile deposits, and complicated mortgages are being closed with a few clicks from a smartphone. Healthcare Read More

How Machine Learning Is Transforming Healthcare

Lisa Ellis

At Mount Sinai’s Institute for Next Generation Healthcare in New York City, artificial intelligence or AI (also referred to as machine learning) is helping researchers to gain new insight into genetic predispositions for cancer and other diseases. Close to 2,000 miles across the country, Intermountain Healthcare in Salt Lake City, Utah, is using AI to Read More

The Changing Role of Marketing in Healthcare Transformation

Tony Slonim, MD, DrPH, president and chief executive officer at Renown Health

“As we continue to travel down the path of healthcare transformation, there are key individuals—healthcare leaders and innovators—whose ideas and actions are helping to shape the new look of healthcare delivery in America. Tony Slonim, MD, DrPH, is one such individual,” says Dan Dunlop, president and CEO of Jennings and member of the eHealthcare Strategy & Read More

The Role of Innovation and Technology in Healthcare Transformation

Tony Slonim, MD, DrPH, president and chief executive officer at Renown Health

// By Dan Dunlop // As we continue to travel down the path of healthcare transformation, there are key individuals—healthcare leaders and innovators—whose ideas and actions are helping to shape the new look of healthcare delivery in America. Tony Slonim, MD, DrPH, is one such individual. Dr. Slonim is president and chief executive officer of Read More

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

William Gagnon, senior director of global digital strategy and customer engagement 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

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

Delivering a Consumer-Centric Quality and Safety Experience

Amber Welch, director of digital content for Ochsner Health System

// By Amber Welch // Need to book a hotel? Customer ratings and reviews are just a click away. Shopping for a car? You can easily compare features and overall quality on Consumer Reports. Looking for a new yoga class?  Read the reviews. But what about choosing a hospital, perhaps the most important purchase in Read More

A New Solution for Non-Emergency Medical Transport

Ed Woomer, LCSW, patient and family services administrator, Nemours Alfred I. duPont Hospital for Children

Lack of access to reliable non-emergency medical transportation (NEMT) is more than an annoyance for patients who need care. It can prevent them from getting proper treatment and result in poor outcomes. The current system is rife with inefficiencies that negatively impact providers and patients. “If you have an unreliable healthcare transportation system, that disrupts Read More

Game Changer: Uber-ized Non-Emergency Medical Transportation

Nemours Logo

// By Jane Weber Brubaker // Lack of access to reliable non-emergency medical transportation (NEMT) is more than an annoyance for patients who need care. It can prevent them from getting proper treatment and result in poor outcomes. The current system is rife with inefficiencies that negatively impact providers and patients. “If you have an Read More

The Value of Following Patients Through the Care Continuum

Kris Altiere, Director of Marketing and Creative at Sequence Health

“You’re spending a lot to attract potential patients, but how well are you converting them, or nurturing them once you get their attention?” asks Kris Altiere, director of marketing and creative at Sequence Health. “Are you able to see where they are in the sequence of actions you’re trying to get them to take? Do Read More

APIs: The Digital Glue That Will Save Healthcare From Itself

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

// By Emily Kagan Trenchard // I just got back from HIMSS 2017 in Orlando, Florida, and if this national conference of health IT professionals had a message, it was this: Patient engagement is the goal, so interoperability is the key. Why is that? Because to truly boost consumer engagement, we need to get our Read More

How To Give Patients the Portal They Want

MD Anderson Cancer Center Logo

In 2002, years before patient portals were a checkbox to qualify for meaningful use incentives under healthcare reform, MD Anderson Cancer Center created its own patient portal. myMDAnderson was launched in 2002. It gave patients a personalized electronic hub to organize all their information, and 24/7 online access. The tool has stood the test of time, Read More

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