A Four-Step Model for Lasting Patient Engagement

By Stewart Gandolf
Chief Executive Officer

[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 this podcast, Healthcare Success CEO Stewart Gandolf talks with the COO of Spirit Health Group, Guy McClurkan. They preview Guy’s SHSMD15 session titled: Connecting The Dots: A Four Step Model For Full-Circle Engagement.

This informative session at SHSMD15 is about consumer and patient engagement with strategies for creating behavioral changes that create lasting consumer relationships and sustainable value. Guy told us that “what we’re trying to do is offer some advice in key focus areas, and provide models for success in patient engagement and consumer engagement.”

One of the distinctions in closely related terms that Spirit Health Group makes, Guy told us, is between a “consumer” and a “patient.” Patient experience can be much clearer in that it relates to the delivery of healthcare from a provider to a patient. The consumer, however, includes those members of the community who require no medical service at the present time.

Among the ideas and concepts that Stewart and Guy discuss in this conversation are:

The four steps in creating a lasting relationship in the lifetime customer cycle

  • consumer acquisition
  • activation or patient conversion
  • navigating patients
  • retaining patients
  • Building loyalty for the long term and a customer for life
  • Identifying and reaching the health care decision makers
  • How and why the health business relies on constant consumer relations

This important presentation by Guy McClurkan promises to provide session participants with replicable best practice models, and Spirit Health Group’s four-steps, for greater success in patient engagement. “Doing the right thing for patients” sounds like simple advice. But helping patients to understand and navigate the complex healthcare environment is the right thing for our health care businesses.

Stewart Gandolf, MBA

# # #

 This informative SHSMD15 session with Guy McClurkan, Connecting the Dots: A Four-Step Model for Full-Circle Patient Engagement, will be Monday, October 12, at 1:30PM at the 2015 Connections conference of the Society for Healthcare Strategy & Market Development of the American Hospital Association.

FOR MORE INFORMATIVE TALKS in our educational series, connect with this page of recent interview/podcast posts from Healthcare Success.  

Healthcare Success is exhibiting at booth #122. Healthcare Success is a full-service healthcare marketing company serving a national clientele of hospitals and outpatient clinics. Meet us at 2015 SHSMD Connections, October 11-14, Washington Marriott Wardman Park, Washington, DC.

Listen to other podcasts from SHSMD 2015 session speakers:

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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