mommyjenlin

CMS has proposed that 30 percent of a healthcare providers quality incentive payment be based on patient experience. Using the HCAHPS patient satisfaction data as the experience measure, hospitals, associations, satisfaction vendors have generally come out opposed for a variety of reasons, some valid, some just nonsense. This is where Customer Experience Management (CEM)applied to healthcare comes in. However, and let me be clear about this, CEM is more than just looking at your patient satisfaction scores. Satisfaction data can be important in pointing out areas of needed experience improvement, but it is just one data source. What you really need to do is talk to your customers. That's right, talk to your customers with one caveat. Do not talk to your customers until you have analyzed your satisfaction data. If you haven't analyzed your satisfaction data please see my book How to Use Patient Satisfaction Data to Improve Healthcare Quality . Do not talk to your customers unt...

Before we go much further, I would like to make a correction in terminology. In an interesting discussion on LinkedIn, a physician pointed out that Experience Management is applicable to physicians as well. I had assumed that individuals understood via earlier posts. My mistake. Using the word patient places models and systems in boxes in which we tend to forget, that this is applicable across all customer segments. Going forward I will no longer write about Patient Experience Management, but about Customer Experience Management (CEM) applied to healthcare.   The time has come to see people as they really are, whether they be doctors, insurance companies, individual, donors, patients etc., as individual customers with experiences that we need to understand like never before to improve quality and reduce cost. To quote Paul Harvey..."Now for the rest of the story"..... Customer Experience Management is understanding your customer and their experiences so thoroughly, that you ...

There are any number of reasons for beginning the Experience Management movement. Many of my readers have more or less begun some type of Customer Experience Management (CEM) or Patient Experience Management (PEM) process. So this post is really for those who still need some prodding in the hospital and health system segment of the healthcare industry and most specialty pharmacies to a large extent. Consumer Choice of Provider is Based in Experience In a McKinsey study published in November 2007, McKinsey Quarterly -A Better Hospital Experience , they found that the majority of 2,000 commercial insurance and Medicare patients surveyed would change hospitals to receive a better experience. It was also shown that only 20% of a patients choice is based on the clinical care experience or reputation, 41% is on the nonclinical experience while the remaining 39% is based on doctors recommendation. The most surprising finding, was that of the 100 physicians also surveyed, that they are ...

Happy New Year everyone. Welcome to 2011 and a new decade! There is an increasing amount of activity in what healthcare organizations are calling Patient Experience Management (PEM). Patient Experience Management is not a new concept. In reality, it is Customer Experience Management partially applied to healthcare. Customer Experience Management (CEM) first appeared 13 years ago in an article published by the Harvard Business Review authored by Pine and Gilmore. The concept proposes that by managing the entirety of the customer experience from first contact to purchase or use, that you can move a customer from satisfied to loyal and then from loyal to brand advocate by actively managing the experience. It is based on thoroughly understanding the customer. Essentially end-to-end management of the chain of events that an individual experiences . Since that time CEM has grown and evolved to became an important business requirement. This is a critically important topic for healthcare....

Of the 235 respondents in a November IDC survey, nearly 40% had not implemented a marketing automation solution (yet). Not implementing a marketing automation solution may be the ultimate career limiting move for today's marketers. Digital marketing has exploded in scope and complexity making it practically impossible to efficiently and effectively reach your target audience without a fully realized marketing automation infrastructure. If you haven't gotten started you are already way behind the ball. 40% have not yet implemented marketing automation Source: Marketing Automation: the Rise of Revenue, IDC #255860, Dec 2010 . n = 234 Marketing automation is a must have for today's marketing and sales organizations. There is a wide array of online sources readily available to buyers that can significantly influence purchasing behavior. As a result, marketers must maintain a pervasive and continuously refreshing digital presence. Frequency is emerging as the most critical capab...

It has been a most interesting healthcare year. One filled with great change by the passage of the Patient Protection and Affordable Care Act, large fraud settlements along with the usually ethical and moral failures, mergers, acquisitions and the glimmer of an economic recovery. There is optimistic hope for the future. Enough said as all the major healthcare publications run their year-end retrospectives, tops tens, best and worst…. well, you get the idea. So before I going to much further, I would like to extend a most sincere wish for a very Merry Christmas and Happy New Year to all my readers around the world. Readership of Healthcare Marketing Matters has increased greatly over this past year to over a 1,000 page views a month and read daily world-wide. I hope that you have found these writings to be informative, maybe even educational and occasionally irreverent. But most of all, thank you for reading and commenting. So my last Healthcare Marketing Matters blog for 2010 is about ...

Salesforce.com held its annual user conference December 6th to 9th in San Francisco. It was unusual in that very little of the messaging from Salesforce.com itself was aimed at sales people. The company has clearly and emphatically hammered its stake in the ground as the cloud platform provider for the enterprise. Marc Benioff and other top SFDC execs spent all of the general session keynotes on four key ideas: Platform Cloud Social Mobile If that were a word cloud of the transcripts of the keynotes "platform" would be the biggest and boldest of the four. The company made several significant announcements about how it is enhancing and building out the enterprise cloud computing platform of the future – much of it aimed at CIOs and developers. First however, there were a couple of items that will be of interest to sales and marketing people: Full integration of Jigsaw. Jigsaw, the "crowdsourced" contact database will now provide dynamic updates to records, greatly re...