[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 […]
[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.
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 […]
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 […]
