Marketing Research with a Focus on Patient Experiences
Earlier today I had the pleasure of describing some of the leading research techniques to the NACCDO/PAN marketing group, this year hosted by UNC Lineberger Comprehensive Cancer Center. Our discussion was focused on ways to elicit feedback from patients, families and referring physicians to guide understanding, delivery, and monitoring of the patient experience. Below is [...]
My Job is to Save Your Ass, Not to Kiss It
At a recent presentation, an attendee provided an enlightening example of the frequent disconnect between clinical and service excellence. She shared the story of a nursing unit in her hospital (which shall remain nameless) whose nursing staff had put the following on the unit station wall: “Our job is to save your ass, not to [...]
Embrace the Role of Strategic Marketing during Healthcare Reform
Embrace the Role of Strategic Marketing during Healthcare Reform Two years after one major political transformation and months after several significant changes brought about by healthcare reform went into effect, marketers and communicators in the healthcare industry are still searching for the best possible solutions to effectively and wisely reach all stakeholders. Although healthcare reform [...]
Building Accountable Care Organizations
A recent webcast produced by HealthLeaders Media Rounds provided an enlightening conversation regarding Accountable Care Organizations (ACOs). Given the concept is still a fairly new one, the presenters took the time to provide a basic idea of an ACO and how they are working within their organizations to achieve success with this model. It was [...]
Increase Loyalty with Experience Dashboard
So much attention is paid to attracting patients and influence referring physicians, that it’s easy to overlook retention. As we’ve commented on this blog before, setting initial expectations is key to satisfaction. But loyalty? Yes, and no. Certainly a great experience can yield more loyal patients and physicians; those who will recommend you to others. But [...]
Marketing Execs Among Lowest Paid
Those responsible for revenue generation are among the lowest paid healthcare system executives, according to a study by Sullivan, Cotter and Associates, published in Modern Healthcare (http://www.modernhealthcare.com) and available for purchase here (http://bit.ly/9ErrlE). Among marketing executive types (the study references Communications, Marketing, Fund Development, Managed Care, Business Development, but not Physician Relations), the marketing category [...]
Optimal Healing Environments
One thing I have learned through interviewing patients is that sometimes the “little things” make the biggest difference. Bonuses like receiving valet parking vouchers for their first appointment or listening to a volunteer play a musical instrument in the waiting room add significant value for patients. This is especially true given that most patients can’t [...]
Creative Cross-Functional Solutions
I recently attended the Health Forum and American Hospital Association Leadership Summit in San Diego. One theme that I noticed was hospitals improving efficiency by using creative cross-functional solutions. A few specific ideas that I found particularly interesting and inspiring: To better support employees, SSM Healthcare – St. Louis developed a HR Consultant role. Instead [...]
More, more, more
The June issue of Hospitals and Health Networks, brought to light an all too familiar issue, the shortage of physicians, but author Bill Santamour’s explanation was particularly gripping.
Disney Offers Prescriptions for Experience Management
In Fred Lee’s excellent book on translating Disney best practices to hospitals and healthcare systems, I found some insights that align with much of what we talk about in experience mapping, as well as some new ideas. Lee’s use of specific examples from nursing staff to housekeepers make this book a must read. I highly recommend it [...]