Patient Experience Strategy and Research for Hospitals

By Stewart Gandolf
Chief Executive Officer

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 beyond the “hot jargon” and carefully define patient experience and objectives.

Finally, he and his team have found that in the “real world,” many hospitals fail to include physicians as part of their patient experience strategy, because they perceive they don’t have control over what physicians do.

Listen to Kelly’s comments here.

And if you can make it to Philadelphia or can attend online, check out SHSMD Connections 2012 here.

Stewart Gandolf
Chief Executive Officer at Healthcare Success
Stewart Gandolf, MBA, is Chief Executive Officer of Healthcare Success, one of the nation's leading healthcare and digital marketing agencies. Over the past 20 years, Stewart has marketed and consulted for over 1,000 healthcare clients, ranging from practices and hospitals to multi-billion dollar corporations. A frequent speaker, Stewart has shared his expertise at over 200 venues nationwide. As an author and expert resource, Stewart has also written for many leading industry publications, including the 21,000 subscriber Healthcare Success Insight blog. Stewart also co-authored, "Cash-Pay Healthcare: Start, Grow & Perfect Your Cash-Pay Healthcare Business." Stewart began his career with leading advertising agencies, including J. Walter Thompson, where he marketed Fortune 500 clients such as Wells Fargo and Bally's Total Fitness.



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