Healthcare Success

We have yet to find an online physician and medical practice rating system that is "perfect." Are you aware of how you rate on HealthGrades.com, or ratemds.com, or Vitals.com, or any of the dozens of other physician rating websites that populate the Internet? If someone has taken the time to post a comment, does it […]

What’s the worst holiday gift idea that you've ever seen given to a doctor’s office? What’s the best? We’d like to hear from you on this one. Right about now, medical practice administrators, physician liaison people, practice ambassadors,  physicians and hospital marketing executives are ramping up for the annual ritual of holiday gift giving. And there’s no […]

How the Voice of the Customer translates into greater case acceptance and referrals. Some interesting study data came to our attention recently. It's useful in understanding patient expectations and increasing case acceptance by way of the "Voice of the Customer" (VOC). It's especially helpful when economic times are challenging for both the patient and the hospital, healthcare […]

Here's one of several critical medical advertising mistakes that doctors and hospitals make every day. For any number of reasons, they—meaning you—may be blind to the competition. Consider this to be a reality check. Do you see yourself anywhere in the following picture? For one thing, doctors rarely like to think of their professional colleagues […]

Our recent post, How to Destroy Your Medical Practice Marketing New Business in One Easy Step, was a hot-button topic for many readers. So think of this article as the next installment for medical practices and physician advertisers who are losing business for the lack of good front desk phone skills. For a doctor or […]

With the holiday season upon us, here’s an incredibly useful gift idea for doctors, hospitals and healthcare professionals. What’s more, the cost couldn’t be better. Offer a subscription to the Healthcare Success Marketing Advisor to your friends, colleagues, physicians, administrators and staff. You'll be giving them the gift of success that is packed with valuable, practical, […]

San Francisco and Berkeley, CA, are only 20 minutes apart via the Bay Bridge. But for these two practices, their dental advertising, dental positioning and branding couldn’t be further apart. And, from a healthcare marketing perspective, both examples are properly tuned into their community spirit and embrace it in their office décor and branding message. […]

We think this concept is an unusual, but exceptional, way to reveal system-wide hospital marketing and public relations opportunities. Could it also be used in a healthcare provider's office? A television program initially inspired his idea, says David Musyj, president and CEO of Windsor Regional Hospital in Ontario, Canada. It’s anything but an ordinary approach […]

A package arrived in the mail recently containing an inexpensive computer case that had been ordered online. We were expecting the product, but the enclosed letter from the business owners was a surprise. It was a good one. Their letter is an example of how a small effort—at virtually no cost—can win friends and cement […]

The Mayo Clinic Social Media gathering earlier this month made the kind of “thought leader” splash that you might expect. Mayo Clinic is a first class organization, and not surprisingly, much of the inspiring chatter and posts about social media was easily found on…well, various social media channels. The Twitter stream flowing from the Mayo […]

As we talk with doctors, physician marketing executives and others, we’ve detected a disturbing shift in thinking about Word of Mouth marketing. Many providers and healthcare communications professionals mistakenly regard “social media” as the techno-age replacement for Word of Mouth (WOM) marketing. For their medical practice marketing and doctor advertising—the misperception continues—having a website, perhaps […]

As we continue to read about the growing trend in large scale hospital layoffs, it’s tough to think of the big picture as merely a period of “reduced economic activity.” Virtually every hospital marketing communications, advertising and public relations team in the nation knows about tighter budgets, scarce resources and fewer people. And they are […]

You're more likely to hear about "The Hawthorne Effect" on a TV game show than in a hospital marketing staff meeting. The name of this management concept is a bit obscure, but you may already be working for you. So what the heck is "The Hawthorne Effect," and how can it help hospital and healthcare […]

We have the marketing equivalent of gastric indigestion. It’s that churning upset in our gut when exceptionally effective medical practice advertising inspires qualified prospective patients to phone the provider’s office—only to be rejected at the front desk. Here’s the disturbing little back-story that upset us recently. Keep in mind this is true and, unfortunately, it’s […]

Our readers tell us that they love to look over the shoulder of others. It’s a high priority to get a peek at what colleagues (and competitors) are doing in medical marketing. Today’s “video roundup” is a widely diverse sampling of US and international healthcare marketing messages. Influencing Patient Behavior: Video can be a medium […]

By definition, your healthcare advertising agency is a partnership arrangement. Choose this business associate carefully; it's not an ordinary vendor or supplier resource. You're not buying latex gloves or file folders here. You're hiring a trusted professional colleague that understands your business and your growth goals. If you are buying "creative services" or "website design" […]

For anyone willing to believe the “authoritative sources,” the Great Recession ended a little more than two years ago. We’re having trouble finding anyone who believes it’s all behind us; including (perhaps especially) doctors, hospitals and other medical professionals. A lot of healthcare providers feel the recession is still impacting them directly. This financial fact […]

In the hit movie “Contagion,” a new strain of flu virus starts in Asia and spreads quickly until it reaches a global pandemic, killing tens of millions of people of all ages. For maximum impact, it’s likely that the movie studio timed this release to coincide with the fall flu vaccines, which will have 166 million […]

It’s a curious thing. Patients who want or need cosmetic procedures are usually concerned about the cost first. Since they don’t have many ways to measure the worth of your dental skills, experience, or quality of materials, they only know to ask, “How much does this cost?” And the dichotomy is that all-important money matters are […]

You could call this a digital dichotomy...or maybe a cyber standoff. Physicians, by most accounts, are technology-enabled, digitally connected and social media savvy. They use social media, new survey data tells us, to talk among themselves. But as a physician marketing tool and engaging with patients? Well…not so much. As a group, US doctors are clearly […]

Here’s something to add to your list of local news media. It’s called Patch.com, it’s new and it probably belongs on your hospital or medical practice advertising and public relations media list. Patch—which creates a dedicated local news presence in upscale communities—calls itself “your source for local knowledge you can’t live without.” Patch isn’t everywhere […]

Each year, about 22 million patients are referred from one healthcare professional to a professional colleague. And patient referrals account for hundreds of times more than that number. In physician marketing, direct referrals into the practice often represent a large and significant segment of new business development, which, regrettably, is a neglected part of the […]

Here’s another way to use video in your online healthcare SEO marketing and advertising. Regular readers appreciate that we often write about using video on your website and in other medical marketing applications. Video is a useful, versatile and cost effective method to carry your marketing message or make your advertising point.

Community outreach promotions for a charitable cause is a channel for healthcare marketing—particularly for hospital public relations—to connect with the local citizenry. From South Florida to Canada, here are three attention-getting promotional efforts. All made a publicity splash for a good cause. First, we found Miami Children’s Hospital Foundation embracing the mantra: “bald, brave, beautiful.” […]

The increasing number of healthcare provider and private practices that have launched a social media presence are likely to find that Facebook Fans can be fickle. A report by DDB Paris has it that two out of five Facebook (FB) users will change their mind and click the “unlike” link on a brand page. Their […]

In a quiet, reflective and personal moment—something doctors rarely seem to find—it can appear that everything about healthcare is changing. Maybe "total turmoil" would be the view of many professionals. The feeling of not having a solid footing is unsettling. Much of the provider world is shifting from private practice to hospital employment. Expenses are […]

There’s another timely and thought-provoking post by Stewart over at his blog, Gandolf’s Marketing Magic, titled The First Step To Dealing With Our “New Normal” Is Acceptance. Drawing on several authoritative sources—including candid insight from his personal and business experience—the portrait of the nation’s economic “New Normal” is, at best, troubling. It’s also likely to […]

Now and then, something really unpleasant happens at a hospital, medical center or even at a medical practice, and “bad news” abounds. Unflattering headlines and stories flow, and negative hospital public impressions and perceptions have administrators reaching for the extra large bottles of Pepto-Bismol. What if something like this hit the fan in your facility? […]

The truth is we rarely have much time to watch television, and if we do have a spare moment, most reality shows would not make the line-up. But there’s at least one exception. The promotional announcements for Truck Stop Missouri on the Travel Channel caught our attention recently. The intriguing concept behind the show—and the […]

Hospital Marketing is Changing >In the 21st Century, hospital marketers have been exploring a new sales approach for today’s consumer/patient. There has been an explosion of product choices and digital channels, coupled with the emergence of an increasingly discerning, well-informed patient, forcing all hospitals to navigate a much more complicated marketing, advertising and sales environment. […]

As we continue to memorialize our collection of medical marketing axioms—for the Big Book of Healthcare Success—we would welcome contributions from you. ax·i·om   noun /axioms, plural 1. A statement or proposition that is regarded as being established, accepted, or self-evidently true There are thousands of guiding principles that apply to healthcare and hospital marketing, medical […]

The medical marketing landscape has changed dramatically over the past decade. Although some physician, surgeon and provider markets will differ somewhat, we find this to be true across the board. One key difference would be how sharply the competitive forces in hospital marketing and medical practice advertising have shifted and intensified. More than ever before, […]

The Center for Studying Health System Change (HSC) took another look at the shift of physician employment from private practice to hospital employment. The top-line observations are not too surprising: Physicians are looking for security and hospitals are looking for increased market share, referrals and admissions. But, the study observes, this mutual attraction doesn’t assure […]

The U.S. Department of Labor Statistics notes that as many as 50 percent of all businesses do not have a marketing plan. And from the same source: Over 90 percent of all businesses without a marketing plan fail within their second year. A correlation? Of course there is! The old adage: Businesses that fail to […]

In this audio interview from SHSMD, Jennifer Coleman of Baylor Health Care System (Dallas, TX) shares some insights about word-of-mouth marketing and the use of testimonials. Word-of-mouth, spoken or written, includes any medium, from face to face to digital. Any word of mouth, good or bad, depends on the quality of service provided and the level […]

Less than a month ago the business news of the day was dominated by Steve Jobs' announcement that he was stepping down as CEO of Apple Inc. A few days later, he was on the cover of Newsweek, headlined: American Genius, Steve Jobs, How He Changed Our World. Both iPhones and iPads are so popular […]

No Call to Action is No Ad at All.  Often the humble “call to action” is only two or three words. But if it’s forgotten, it can make a surprising difference in the effectiveness of healthcare marketing messages. Leave out the critical call to action in doctor advertising and medical practice marketing and the advertisement […]

Healthcare Success Director of Client Services Jamie Roney spoke with Susan Moss of Kindred Healthcare (Louisville, KY) in our series of podcasts from the Society for Healthcare Strategy and Market Development (SHSMD) CONNECTIONS 2011.

In our continuing series of podcasts from the Society for Healthcare Strategy and Market Development (SHSMD) CONNECTIONS meeting, Healthcare Success Founding Partner Stewart Gandolf spoke with Susan Alcorn of Geisinger Health System (Danville, PA). Marketing people who work for hospitals or practices often feel unappreciated and misunderstood. In this podcast, Susan Alcorn shares some of […]

SHSMD 2011 Direct: Memorial Medical Center Director of Public Relations Kevin Stranberg Healthcare Success Director of Client Services Jamie Roney spoke with Memorial Medical Center Director of Public Relations Kevin Stranberg—direct from the Society for Healthcare Strategy & Market Development (SHSMD2011) meeting in Phoenix. Typically, according to Kevin, an individual or a department is responsible for […]

SHSMD 2011 Direct: Rose Glenn and Elizabeth Schnell of Henry Ford Health System Rose Glenn and Elizabeth Schnell of Henry Ford Health System in Detroit spoke with Healthcare Success Director of Client Services Jamie Roney…live from the Society for Healthcare Strategy & Market Development meeting in Phoenix. Mergers, acquisitions, developing an accountable care organization, or […]

Geoff Kauffman, CEO of the American Red Cross (North Central Region), weighs in on the current state of ACOs in this podcast. Dr. Alan Pitt of St. Joseph's Hospital and Medical Center in Phoenix shares his physician's point of view. Check it out here. Related Articles: CRM in an ACO World: Hospital Marketing’s New Tools […]

How can hospitals and doctors "get the word out" in a tasteful, cost-effective manner? In this audio interview, Chris Boyer of INOVA HEALTH SYSTEM shares insider secrets about how his wellness program Fitfor50 broke through clutter to create both awareness and revenue for his organization. Listen to our hospital marketing podcast here. Related Articles: 10 […]

Report from the Future: Marketing Lessons from Massachusetts' Reform Experience In our continuing series of podcasts from #SHSMD11 in Phoenix, Healthcare Success Founding Partner Stewart Gandolf spoke with Alan Macdonald of South Shore Hospital (South Weymouth, MA). Alan provides an insightful look ahead in a presentation titled Report from the Future: Marketing Lessons from Massachusetts' […]

Marketing and PR Professionals Uniting for Winning Results Healthcare Success Director of Client Services Jamie Roney talked with Phyllis Marino of MetroHealth System (Cleveland, OH) as another in this series of podcasts, Tweets and posts direct from #SHSMD11 in Phoenix. In the presentation titled Marketing and PR Professionals Uniting for Winning Results, Phyllis presents a […]

There’s yet another survey out recently that suggests how some surgeons could use the help of communications professionals and training when it comes to doctor-patient communications. Last month’s findings—published in the August issue of the Archives of Surgery—points to the fact that surgeons lack formal training in how to deliver bad news to patients. Effective […]

Successful Strategies for Online Patient Research and Engagement Healthcare Success Founding Partner Stewart Gandolf leads the HSS contingent attending SHSMD CONNECTIONS 2011, providing VIP podcasts, Tweets and blog post coverage direct from #SHSMD11 in Phoenix. For our first SHSMD interview, Stewart spoke with Alan Shoebridge of Providence Health & Services of Portland, OR. His topic […]

Right up front we need to say that there aren't any absolute "guarantees" about results in hospital advertising, or healthcare marketing for that matter. At best, you can use proven strategies and tactics, draw on professional experience and take other practical safeguards to minimize risk. But guarantees? Steer clear of anyone who offers you that […]

The big-picture objectives of the “Bundled Payments” initiative seem worthy: “Better Health, Better Care, Lower Costs.” But we have to wonder if hospital marketing and advertising will find itself answering patient concerns about trusting their wellbeing to a “lowest bidder” system? Under a pilot program announced recently by the Department of Health and Human Services, […]

This post is mainly for fun. But there’s a practice marketing lesson in this exceptional example of wildly interesting and unique office décor--from an orthodontic practice. You’re going to have to drive to Conway, Arkansas to experience the office decor of orthodontist—and admitted car enthusiast—David J. Myers, DDS, MS. If you’ve never seen a medical […]