Patient Experience Strategy and Research for Hospitals

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 & Creative Director at Healthcare Success
Over the years Stewart has personally marketed and consulted for over 1,457 healthcare clients, ranging from private practices to multi-billion dollar corporations. Additionally, he has marketed a variety of America’s leading companies, including Citicorp, J. Walter Thompson, Grubb & Ellis, Bally Total Fitness, Wells Fargo and Chase Manhattan. Stewart co-founded our company, and today acts as Chief Executive Officer and Creative Director. He is also a frequent author and speaker on the topic of healthcare marketing. His personal accomplishments are supported by a loving wife and two beautiful daughters.



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