mommyjenlin

The dynamic has changed. With the advent of HCAPHS and the Affordable Care Act (ACA) consumer satisfaction is no longer a nice too have but a got to have in healthcare. Difficult to achieve and tough to beat once you have it, consumer satisfaction with your medical services, regardless of the monikers we place on them, will drive volume and revenue. Revenue for the standpoint of Pay-for-Performance (P4P) programs and volume from consumers selecting you in a very "commoditized" and provider undifferentiated healthcare market place. As you create your networks, Accountable Care Organizations (ACOs), Medical Homes (MHs) and other yet undefined organizations, you have the opportunity to "get it right" this time. For the past 10 years, I have been writing and working within healthcare organizations to improve satisfaction. Ten years ago, I had the opportunity to coauthor a book with Ralph Bell, PhD., on satisfaction entitled- How to Use Patient Satisfaction Data to Impro

In the new world of healthcare where price and quality are the key drivers of an informed consumer, sharing a much greater burden of the cost, will begin to demand experiences online that they commonly have with other companies. Online represents a great opportunity for consumer directed healthcare organizations to break from the pack and create an online healthcare experience that is memorable and exceeds an individuals or families experience, expectations. Are you ready for the challenge? Most healthcare sites today are static containing the usual about us, our services location, etc., etc., etc. Little use of video or other creative ways to engage the customer. Notice that I said customer and not patient. Not everyone that comes to your site is a patient or will be a patient. They are consumers looking for information. Could be a competitor too. In any case, when you look at your site, does it: Delight your customer? Create sustainable differentiation? Is adaptable to new opportun

This is my 8th year of analyzing and guiding on tech marketing budgets and allocations and it will be the most dynamic that I have witnessed. Here are the facts and factors, and some guidance thoughts. First, the Macro-Economics of revenues and marketing budgets: Based on IDC's annual Tech Marketing Benchmarks Survey (completed 9/10), marketing budgets for the very largest tech vendors will increase by 3.7% in 2010. (I estimated that it would be 3.5% back in 3/10; and so our forecast was very good.) For the first half of 2010, revenues for tech vendors grew faster than IDC had expected when we began the year. Today, our current forecast is for 5.8% WW IT revenue growth. My sense is that this better-than-expected sales volume in the first half of 2010 took the marketing-planners and budgeters a bit by surprise; and so the marketing investment level for the year will be somewhat behind the revenue growth. Unless of course revenue growth slows in the last quarter. These types of chang

Entering the new world of healthcare where quality and accountability are drivers to reduce cost, how do you market an Accountable Care Organization (ACO )? Especially as healthcare providers, namely doctors and hospitals, must compete on outcome transparency, quality and cost. A triple threat and uncharted territory. Outcomes data will be the driver and available to the consumer to make an informed choice. A monumental shift in the market place of who controls the information. Anybody seen the new United Health commercials? They are already touting call us, we can send you to the best doctors. Anywhere in the country. Organizations that control the data, control the market and control the price. So for those doctors and hospitals looking at ACOs , better get your track shoes on. The big insurers are already moving forward with physician groups and pilot programs to test the concept. In the end, I believe that insurers will control ACOs by the simple fact that they have the data. The

A lot is being written about using social media in healthcare marketing. Most, if not all, pertains to driving patient volume and revenue. Though I am a heavy user of social media though facebook, twitter, LinkedIn and blogging, I really wonder if social media will ever drive volume and revenue? It may impact indirectly long term volume and revenue growth, but as of now, the jury is out. My guess is that it won't short-term, but it can be used to build your brand effectively, raise awareness and provide you with a no-cost, low-cost way to maintain a continuous presence in your market. After all, presence builds preference, and too much of healthcare marketing is a one shot, one or two communication channels effort that is limited in exposure and audience reach due to lack of funding and sustainability. So, if we assume the premise is correct that volume and revenue growth in the short term will not occur due to the impact of social media, that what should you do? Well, you need to

"It's the economy stupid", to quote a now famous phrase. Revenue in hospitals, clinics and physician offices are down. Looming Medicare cuts. Slow pay or no pay from Medicaid programs across the country. Increased self-pays. Lowered insurance reimbursements. As much as we like to believe otherwise, healthcare is not a discretionary purchase. And, there is little if any differentiation between medical providers. With so many individuals out of work, consumer confidence eroding and wage earners fearful of losing jobs, healthcare, whether doctors visits, medication purchases, or hospitalizations, are the last thing on peoples' minds. What is a healthcare provider to do? We all know the drill. Cut costs, lay-off staff, hiring freeze, decrease marketing. etc. All retrenchment strategies to "weather the storm." In most cases necessary steps. All fatal to the healthcare organization. When recovery ensues, which it will, you can't take advantage of new opportuni