[SHSMD15 Podcast Series] Healthcare Success is pleased to present our continuing series of conversations with healthcare industry and marketing thought leaders who will be speaking at the 2015 Conference of the Society for Healthcare Strategy & Market Development of the American Hospital Association, #SHSMD15. In today’s podcast, Healthcare Success CEO Stewart Gandolf talks with Lee […]
In this Marketing Podcast, Healthcare Success Co-Founder Lonnie Hirsch and author and speaker Neil Baum, MD discuss the patient and practitioner advantages of shared medical appointments. In this detailed conversation. Dr. Baum outlines how shared appointments are provided in his office, and the benefits that patients report when this option is available. Healthcare delivery in […]
[Video Interview] In our continuing series of conversations with industry leaders, Healthcare Success CEO Stewart Gandolf talks with Mark Tager, MD who is the CEO of San Diego-based ChangeWell, Inc. Dr. Tager is the author of Total Engagement: The Healthcare Practitioner’s Guide to Heal Yourself, Your Patients and Your Practice. “One of the problems that […]
[SHSMD14 Podcast Series] Healthcare Success’ Kylie Ladd chats with Elizabeth Joint, the new marketing manager at Ochsner Health System (Louisiana). They spoke during the 2014 SHSMD Connections event in San Diego. Ochsner Health System, southeast Louisiana's largest non-profit, academic, multi-specialty, healthcare delivery system, is also one of the nation’s “most wired” organizations. A unique “O […]
[SHSMD14 Speaker Podcast Series] Tracy Borkowski, Director of Business Unit Marketing for Memorial Hermann Health System talks with Healthcare Success’ Kylie Ladd regarding the 2014 SHSMD Connections presentation: Attracting the Digital Healthcare Consumer: Innovations in Real-Time Online Appointment Scheduling. "There's a big appetite by consumers for online scheduling," Tracy Borkowski said, and Memorial Hermann Health System […]
[SHSMD14 Speaker Podcast Series] Mayo Clinic’s Katheryn Hawkins, Senior Analyst, and Erin Cole, Business Development Manager, talk with Healthcare Success’ Kylie Ladd regarding their presentation at the 2014 SHSMD Connections meeting. Their topic: New Methods to Identify the Right Relationship and Monitor Performance. The classic question in healthcare marketing is how to measure success. The […]
[SHSMD14 Speaker Podcast Series] Stewart Schaffer, Chief Marketing Officer for BayCare Health System in the Tampa, FL area talks with Lonnie Hirsch, Co-Founder of Healthcare Success about Stewart’s presentation at the 2014 SHSMD Connections meeting this month titled: Designing a Consumer-Driven Brand Experience that Brings the Brand Promise to Life. In hospital and healthcare marketing, what […]
[SHSMD14 Speaker Podcast Series] Lonnie Hirsch, Co-Founder of Healthcare Success talks with Marcy Marshall, Director of Employee Communications, Geisinger Health, about her upcoming presentation at the 2014 SHSMD Connections meeting titled: We Gave Our Employees a Voice: The Transformation of Employee Communications. What do you do about internal communications when health system employees—thousands of them—feel their voice […]
[SHSMD14 Speaker Podcast Series] Stewart Gandolf, CEO of Healthcare Success talks with Sharp HealthCare Multicultural Community Relations Specialist Jessica Lopez, and John Cihomsky, Vice President, PR & Communications. Jessica and John will be speaking at the 2014 SHSMD Connections Conference on the topic: Building Credibility With the Hispanic Community. The concept of “Show Me. Don’t Tell […]
[SHSMD14 Speaker Podcast Series] Lonnie Hirsch, Co-Founder of Healthcare Success talks with Tom Jensen, Director of Marketing for Mercy Health System about Mr. Jensen’s upcoming presentation at the 2014 SHSMD Connections Conference on the topic: Enabling Tools and Technologies: The Rise of Google Plus. Google Plus is standing toe-to-to with Facebook, but—as Tom Jensen and Lonnie […]
[SHSMD14 Speaker Podcast Series] Stewart Gandolf, CEO of Healthcare Success talks with Cleveland Clinic’s Chief Marketing and Communications Officer Paul G. Matsen. Mr. Matsen will be speaking at the 2014 SHSMD Connections Conference on the topic: Building a Global Healthcare Brand Through Multichannel Marketing. In today’s podcast, Stewart Gandolf and Paul Matsen discuss how the world-renowned […]
[2014 Cleveland Clinic Patient Experience Podcast] In our continuing series of leadership interviews, Lonnie Hirsch of Healthcare Success talks with Dr. Joseph Bianco, family medicine physician practicing in Ely, Minnesota. Dr. Bianco will be speaking at the Cleveland Clinic Patient Experience Summit on the topic of: Patient & Family Advisory Councils: Harvesting the Collective Patient […]
[2014 Cleveland Clinic Patient Experience Speaker Podcast Series] Stewart Gandolf of Healthcare Success talks with Leah Binder, President and CEO of The LeapFrog Group. “It’s a new voice that is starting to emerge for the healthcare consumer,” according to Leah Binder, President and CEO of The LeapFrog Group. In Stewart Gandolf’s conversation today, Leah talks […]
[2014 Cleveland Clinic Patient Experience Speaker Podcast] In our continuing series of leadership interviews, Lonnie Hirsch of Healthcare Success talks with Shannon Morris, Service Excellence Manager, Children's National Health System, Washington, DC. Shannon will be speaking at the Cleveland Clinic Patient Experience Summit on the topic of: The Power of Peer Coaches: Leveraging the Grassroots […]
[2014 Cleveland Clinic Patient Experience Speaker Podcast] In our continuing series of leadership interviews, Stewart Gandolf, CEO of Healthcare Success talks with Dr. James Merlino, Chief Experience Officer and Associate Chief of Staff for the Cleveland Clinic. A fundamental success factor for improving patient experience in any organization is a “from-the-top” mandate, Dr. James Merlino […]
[2014 Cleveland Clinic Patient Experience Podcasts] In our continuing series of leadership discussions, our guests today are Julie Moretz, Associate Vice Chancellor, Patient- and Family-Centered Care, University of Arkansas for Medical Sciences; and Kathy Vermoch, Patient Experience Leader and Project Manager, UHC (formerly University HealthSystem Consortium). This upcoming Summit presentation is titled, Successfully Partnering with Patients and […]
[2014 Cleveland Clinic Patient Experience Speaker Series] In today’s interview, we spoke with Chaplain Linda S. Golding of New York-Presbyterian Hospital as a preview of her upcoming presentation at the 5th Annual Patient Experience Summit in May. Her talk is titled, Reducing Compassion Fatigue and Building Cultural Competence Using Texts. Following a 30-year career in […]
[2014 Cleveland Clinic Patient Experience Speaker Series] In our continuing series of leadership discussions, Pamela Greenhouse, Executive Director, PFCC Innovation Center of UPMC, previews her Empathy + Innovation Summit presentation. The title of her talk: Patient and Family Centered Care Methodology: Improving Experiences and Outcomes While Reducing Costs. The “trifecta in care delivery” is the […]
[2014 Cleveland Clinic Patient Experience Speaker Podcast] In our continuing series of leadership interviews, Stewart Gandolf, CEO of Healthcare Success talks with Wayne Guerra, MD, Co-founder of iTriage, a popular mobile healthcare app. Dr. Guerra will be participating in a panel session titled, Game Changers in Mobile Apps at the 5th Annual Patient Experience: Empathy […]
[2014 Cleveland Clinic Patient Experience Speaker Podcast] In our continuing series of leadership interviews, Lonnie Hirsch of Healthcare Success talks with Gus Taylor, Chief Administrative Officer (CAO) at Florida Medical Clinic about his forthcoming presentation at the 5th Annual Patient Experience: Empathy Plus Innovation Summit hosted in Cleveland, Ohio by Cleveland Clinic from May 18-21. “In […]
[2014 Cleveland Clinic Patient Experience Speaker Series] In our continuing series of leadership interviews, Maureen Fagan, Executive Director of the Center for Patients and Families at Brigham and Women's Hospital previews her Empathy + Innovation Summit presentation. Her talk at the Patient Experience Summit is titled, Patient and Family Centered Care in Medical Grand Rounds: […]
[Podcast Series] In our continuing hospital leadership series, Healthcare Success Co-Founder Lonnie Hirsch talks with Lisa Ryan, Executive Director of National Advertising for Kaiser Permanente. The Kaiser Permanente organization has some distinct advantages. In their words, “The way we deliver health care is different. We are the caregiver, the hospital, the laboratory, and the pharmacy. […]
[Podcast Series] In our continuing hospital leadership series, Lonnie Hirsch talks with Laurie Labishak, VP Marketing, PR and Community Relations, Ohio Valley Health Services and Education, Wheeling WV. Recorded at the SHSMD Connections meeting in Chicago, Laurie describes the community hospitals’ recovery strategy, successful turnaround and public relations strategy. The public relations situation could hardly have […]
[SHSMD13 Podcast Series] In our continuing hospital leadership interviews hosted by Lonnie Hirsch, Advocate Health Care’s Kelly Jo Golson previews her SHSMD Connections 2013 presentation titled Breakthrough Brand Strategy. This case study presents the transition from a fragmented and unrecognized collection of hospital brands to a master brand for Advocate. The task of creating a […]
[SHSMD13 Podcast Series] Awhile back, the world-renowned MD Anderson Cancer Center recognized that it had a patient experience problem at their front door. Associate Vice President of Marketing Alicia Jansen explains it this way: “One of the things that we noticed early on was that the biggest sticking point that our patients had in interacting with […]
[SHSMD13 Podcast Series] David Marlowe is the founder of Strategic Marketing Concepts and a past president and board member of SHSMD, the Society for Healthcare Strategy and Market Development of the American Hospital Association. And in our podcast conversation with Lonnie Hirsch, David provides expert insight about tracking and metrics for effective and profitable hospital marketing. […]
[Healthcare Success Podcast] Hospital marketing professionals are not immune to a form of “white coat syndrome.” It’s the somewhat common phenomenon where patients exhibit elevated blood pressure in a clinical visit—but not in other settings—due to anxiety of being face-to-face with the doctor. Similarly in healthcare marketing, communications professionals can be nervous talking with physicians […]
[Podcast Series] Our interview guest today is Eula McKinney, Director of Ancillary Clinical Services Outreach Development at UCSF Medical Center in San Francisco. In this installment in our series about healthcare industry and marketing topics is hosted by Healthcare Success Co-Founder Lonnie Hirsch. “Vertical integration” is the healthcare industry term that includes assuring excellence in […]
[SHSMD13 Podcast Series] There are dozens of ways that hospital marketing and advertising can benefit from a readily available feedback channel. For some facilities, an online patient insight community taps into their customer base for a valuable “voice of the patient” resource. In our continuing series of podcasts, Healthcare Success Co-Founder Lonnie Hirsch talked with […]
For every hospital, health system or facility, your online presence goes well beyond the primary website. As a starting point, it is a bewildering challenge to manage the tens of thousands of online directories, each with scores of entries and a ton of data points for each entry. But, in this installment of our continuing […]
[SHSMD13 Podcast Series] In a few months, 2014 will be the tipping point--when the most significant components of the Affordable Care Act (ACA) take effect...with strategic implications for hospitals and healthcare providers. In another in our continuing series of healthcare industry podcasts, Marc Sauve, Senior Healthcare Strategist with Gresham, Smith and Partners, talked with Healthcare Success […]
“With the diagnostic and treatment techniques available today, successful and safe treatment of venous disease conditions is the norm,” according to Dr. Steven Zimmet, President of the American Board of Venous and Lymphatic Medicine (ABVLM). “Yet many patients don’t realize this, and many physicians in other fields and disciplines are not aware of this.” In our […]
A few weeks ago, when we spoke with Dr. James Merlino, Chief Experience Officer of the Cleveland Clinic, he was looking forward to the upcoming Patient Experience: Empathy + Innovation Summit. In that conversation, he told us, “Patient experience impacts all of us, and the only way healthcare organizations can get better is to share […]
[Podcast] Today’s installment in our continuing series of healthcare and hospital marketing interviews spotlights University of Utah Health Care, a leading academic medical center in Salt Lake City. Healthcare Success Co-Founder and Hospital Division Director Lonnie Hirsch discusses AMC marketing issues with Senior Director of Marketing Dennis Jolley. When University of Utah Health Care began […]
[Podcast] For a large healthcare system or any hospital for that matter, success with “patient experience” is far deeper than “making the patient happy.” Take it from Cleveland Clinic, the first healthcare organization in the United States to appoint a Chief Experience Officer. “It’s not just about satisfaction. This is about how we deliver quality […]
[Podcast] Our continuing series of healthcare and hospital marketing interviews today spotlights CHOC Children’s Hospital in Orange County, CA. Jan Lansing, Vice President of Marketing and Communications talks with Healthcare Success Co-Founder and Hospital Division Director Lonnie Hirsch. CHOC, Children’s Hospital is located in Orange County (CA), the fifth most populous county in the US. […]
In our continuing series of healthcare marketing podcasts, Dr. Marc Salzberg, President of the Board of Directors of the Urgent Care Association of America, discusses increasing public demand and other critical issues facing the urgent care industry in advance of the Affordable Care Act (ACA). Interviewed by Healthcare Success Co-Founder and Hospital Division Director Lonnie […]
Our podcast today is another in our series for the Physician Strategies Summit. In today’s interview, Healthcare Success Founding Partner Lonnie Hirsch talks with Martin Hickey, MD, CEO, New Mexico Health Connections, Albuquerque, NM. As the Accountable Care Act (ACA) continues to unfold, it introduces new nonprofit health plans aimed at uninsured individuals and small […]
This podcast is another in our series for the Physician Strategies Summit. In today’s interview, Healthcare Success Co-Founder Lonnie Hirsch talks with Suzanne Sawyer, Chief Marketing Officer for Penn Medicine, Philadelphia, PA. Physician Relationship Management (PRM) has been known by various names over the years, but it is playing an increasingly important role in the […]
Our podcast today is another in our series for the Physician Strategies Summit. In today’s interview, Healthcare Success Founding Partner Lonnie Hirsch talks with Jennifer Close, Vice President of Operations at Dean Clinic in Madison, WI. Consistently delivering value in our healthcare delivery system is a multi-faceted effort. In our interview with Jennifer Close, she […]
[Podcast Interview] It’s a widely held—but decidedly incorrect—attitude that a hospital or provider “marketing person” is a “Jack-of-all-trades,” capable of anything and everything that drops on their desk. But veteran healthcare marketing executives know from experience that the “universal man or woman” perception is often fueled by limited resources and burgeoning tasks. The real world […]
In this podcast interview, Chris Nelson and Dennis Jolley of University of Utah Health Care share the reasons they think it makes a lot of sense, financial and otherwise, to use outside marketing talent. They also share 6 specific principles for hospitals and doctors to follow: 1. Demonstrate need 2. Embrace your strengths and compensate […]
We spoke with Kim Reynolds, Vice President, Marketing Services at LifePoint Hospitals at SHSMD Connections 2012 about her talk today, "Patient Development as a Marketing Strategy." (Chis Fenoglio, who is on her web team joined her.) Kim's challenge has been to tie marketing programs from over 23 rural hospitals into a comprehensive program that gets […]
Camille Baxter, Director, Health Enterprise Marketing, University of Illinois Hospital & Health Sciences System, recently spoke wth Lonnie Hirsch about her 2012 SHSMD Connections speech, "Squeaky Wheels and Other Approaches to Strategic Service Line Marketing." During this preview podcast, Camille shares her thoughts about how service line marketing should be an extension of the hospital […]
PODCAST: Prior to his SHSMD 2012 talk, R. Kelly Myers of RKM Research shared a few insights with us during an audio interview. Kelly's research has shown that traditional customer service strategies don't really compare to patient experience strategies, because the stakes are so much higher in healthcare. Additionally, he cautions hospital marketers to go […]
In preparation for her upcoming talk at SHSMD, we interviewed Donna Teach, Chief Marketing Officer for Nationwide Children's Hospital in Columbus, Ohio. In this audio interview Donna shares insights about the various reporting tools and metrics she and her team use. Donna also discusses how to apply return-on-investment data to convince upper management of the […]
When it comes to doctor referrals, most primary care offices either 1) hand their patients a piece of paper and HOPE they make an appointment with the specialist, or 2) fax the referral directly to the specialist's office. The trouble is, up to 70% of patients never make their way to actually see the specialist. […]
Bill Oakes, Chief Development Officer for Johnson Memorial Hospital, recently spoke with us about why he and his executive team decided to collaborate with one of their hospital's major competitors. In this audio interview, Bill gives us a preview to his SHSMD Connections 2012 speech, and shares some of the positive results they have seen […]
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 […]
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.
