mommyjenlin

The other day, I received a call from my PBM. Not being home, they left a message and return number. Now this is where it gets interesting. When I called the number I just didn't reach an individual in a call center, the line was answered with thank you Michael for calling us back. Really. I called a return number expecting to be told all lines are busy and please wait for the next available person, or if you know the persons extension lease dial it now, right to a personalized greeting. Pretty slick and the start of a great patient experience. For me, that was an excellent example of how technology deployed and utilized leads to a better individualized patient experience. And this PBM has millions of members. How are you keeping up with technological advances to allow you to customize and improve the patient experience? Technology when applied creatively can be used to customize and improve the experience of an individual even when those patients number in the millions. When you ...

Patient engagement doesn't start when the healthcare consumer enters your healthcare system for diagnosis, treatment and care. Patient engagement begins before they ever need medical care. It has been a most interesting year of change for healthcare in 2012. The Supreme Court made its decision. The Presidential elections are over and healthcare reform is full speed ahead. Full speed ahead that is into the great unknown. A topsy-turvy world where the patient begins to assume more of the decision-making and involvement in their healthcare. Individuals and families are facing more out-of-pocket expense too as employers shift the cost of care to employees. Ditto eveyone else for that matter too, government or private. When people pay more, they pay attention. Attention to the price. Attention to the experience. Attention to you. Attention to your marketing and brand. And that means you have an opportunity. An opportunity to engage the patient in meaningful ways. Not about awards from t...

I attended FutureM in Boston a few weeks ago and the main take away was: Marketing is changing quickly and organizations must grow and adapt, otherwise they will fall behind . IDC’s CMO Advisory Service has been advising this for some time, but as I read more blogs and attend more marketing based events like FutureM, the reality of overarching change is becoming obvious. IDC’s data points to this as well; investment in Digital Marketing within the Enterprise Tech industry has increased from 12.6% of budgets in 2009 to 29.2% by the end of 2012 * - we expect this trend to continue. Below I have outlined 3 sessions that did a great job of highlighting the change that is taking place. I then took particularly interesting or relevant quotes and expanded on them. The Future of Social is Action and ROI “Social has to be collaborative between agencies and the brand – It has to be done for consumer insight and you cannot do it for the sake of just doing it.           ...

Now that the election is over and the course is more clearly outlined for implementation of the provisions of the Affordable Care Act, you need to start thinking about demand management heading to 2014. Not demand generation, but demand management. The role of healthcare marketing departments for the most part has been demand generation. Put "heads in the beds" and get paid for the production of care. Now, with a potential 40 million plus healthcare consumers having some type of insurance, the pent-up demand for healthcare services will be unleashed. That's good from the standpoint of the market in meeting the needs of healthcare consumers, but bad from the market standpoint of insufficient capacity to meet that demand. Healthcare marketing departments are going to have to learn how to manage demand and move that demand for service to the appropriate care setting and medical practitioner. Market some services and de-market others. And that is not an easy thing to do, bec...

Data analytics was the big winner in the 2012 US Presidential race. In fact, 11:17 PM (US ET) November 6th was the moment data analytics went mainstream. This was when Ohio was officially projected to go to Obama. It was the ultimate validation for Nate Silver and his data analytics approach to election forecasting. To much fanfare he accurately predicted the results of the election in all 50 states without doing any of his own polling. He used sophisticated analytic models based on data from as many third party polls he could find. To this he added the secret sauce of data analytics - a keen understanding of how different types of data from different sources relate to one another in context. His FiveThirtyEight blog drove as much as 20% of the web traffic to the New York Times website - the 6th most visited US news site on the net - leading up to the election. As a result, data analytics is officially mainstream. Any business leader at any level that does not immediately embr...

Or another way of asking that question is, can you have a high quality patient experience and not be transparent regarding outcomes? I believe the two go hand-in-hand and are not separate from each other. Yet, when a healthcare organizations begin the patient experience improvement process, seldom do they consider how outcomes transparency will drive that experience. Sometimes the patient's first experience with you is through your marketing. Think your new movers welcome program, community direct mailings, facebook, social media, web site, advertisements, press coverage and such. Long before they ever experience a service or encounter an employee, they have already started the experience process. And outcomes data is usually nowhere to be found. The patient aka healthcare consumer, considers your transparency about outcomes to be part of that experience. The buzz in the media and articles is that there needs to be more outcomes information, beside pricing, so consumers can make ...