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