Interactive Discussion led by Aaron Davis, MSHA, FACHE, CPXP, Vice President & Chief Experience Officer, UMC Health System, at the marcus evans National Healthcare CXO Summit in Boston MA October 16-18, 2022
As consumers face more choice, complexity, and financial exposure for their health care in an increasingly uncertain world, they are highly influenced by Age , Income and Education factors.
This research continues Ad Standards’ probing into consumer perceptions about advertising. This year, in addition to general views on advertising and perceptions of truth and accuracy of advertising across media types, we examined Canadians’ perspectives on digital advertising, and compared Millennials to the general population.
For the full report and past studies, go to: http://adstandards.com/en/ASCLibrary/consumerResearch.aspx
As consumers face more choice, complexity, and financial exposure for their health care in an increasingly uncertain world, they are highly influenced by Age , Income and Education factors.
This research continues Ad Standards’ probing into consumer perceptions about advertising. This year, in addition to general views on advertising and perceptions of truth and accuracy of advertising across media types, we examined Canadians’ perspectives on digital advertising, and compared Millennials to the general population.
For the full report and past studies, go to: http://adstandards.com/en/ASCLibrary/consumerResearch.aspx
Understand what consumers value most when managing their health and how much additional responsibility they’re willing to take on to reduce the cost of their healthcare.
Download the full report here: http://bit.ly/2tmiJgS
For a copy sent directly to you, email us at info@ccwdigital.com
You’re investing in the customer experience. But is the experience you’re creating the one your customers actually want? Our CCW Digital Executive Report on the Customer Experience will answer that question.
CCW Digital surveyed everyday consumers about what they demand when it comes to the customer experience.
Some questions answered in this report:
- How many bad experiences will make a customer switch to a competitor?
- Will customers really pay more for a good experience?
- What are customers’ Top 5 demands when interacting with a business?
- What factors prevent businesses from meeting those demands?
- What are the most common customer complaints?
- How well do businesses respond to customer feedback?
- How do customers really feel about calling for customer service?
Get the report: http://bit.ly/2tmiJgS
Patient Loyalty: What it Takes to Earn Their Loyalty Sallie Burnett
Patient Loyalty Is Up for Grabs
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This presentation gives you insight into the current healthcare marketplace and seven best practices for building patient loyalty.
Operationalizing Customer Centricity: A Prescription for Building Brand Loyal...Cognizant
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7 Big Physician and Patient Engagement Trends You Can’t Miss for Brand PlanningDRG Digital
Pharma's customers, media, technology, and the healthcare landscape have evolved tremendously over the past year – with new opportunities and threats that will impact every healthcare marketers’ brand planning.
Which opportunities and threats are most significant? How can you best position your brand for success in today’s new marketing reality?
DRG Digital Senior VP Meredith Ressi distills a year’s worth of research and news into a concise webinar that will help strengthen your brand planning:
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- Key data sources you need to be better informed about your patients and physicians
- Practical framework for determining the right channels, media and content for your audience
- Resources and tips you can share with your organization
"Differentiating the generics in emerging markets"Ferudun Kandemir
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What are the key points in order to create a good product strategy?
What is customer oriented contextual segmentation?
How do you examine current dynamics to create preferable generics in emerging markets?
Presentation by F. Brian Whitman, President & CEO, Corrigan Consulting at the Smart Health Conference 2018, held at Bally's Las Vegas on the 26-27th of April, 2018.
Doctor & Medical Reputation Management SoftwareTishMeade27
It’s an understatement to say the medical industry is undergoing a restructuring. Independent and small medical practices are perhaps some of those facing the most amount of pressure. More and more of these practices are being absorbed by hospitals.
This Quality Reviews guide will help you understand the importance of patient experience. Patients who have a positive experience with their care commonly have better health.
SHSMD: Personalize Marketing and Patient Engagement Like World Leading RetailersBrent Walker
Hospitals, health systems and other healthcare providers can greatly improve their patient acquisition and retention efforts by leveraging proven techniques and methods from the consumer products and retail industries
Why consumers are crucial for building a sustainable healthcare systemMcKinsey on Healthcare
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By the Numbers: The Importance of Healthcare Consumer ExperienceInfluence Health
The age of healthcare consumerism is here. We've gathered the statistics and insights to show you not only why you need to be paying more attention to your patients' and consumers' needs but also help make a business case for technologies and services to help you deliver better digital experiences.
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Understand what consumers value most when managing their health and how much additional responsibility they’re willing to take on to reduce the cost of their healthcare.
Download the full report here: http://bit.ly/2tmiJgS
For a copy sent directly to you, email us at info@ccwdigital.com
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Pharma's customers, media, technology, and the healthcare landscape have evolved tremendously over the past year – with new opportunities and threats that will impact every healthcare marketers’ brand planning.
Which opportunities and threats are most significant? How can you best position your brand for success in today’s new marketing reality?
DRG Digital Senior VP Meredith Ressi distills a year’s worth of research and news into a concise webinar that will help strengthen your brand planning:
- Seven big physician and patient engagement trends you can’t miss for 2017 brand planning
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"Differentiating the generics in emerging markets"Ferudun Kandemir
How are generic products perceived in emerging markets?
What are the key points in order to create a good product strategy?
What is customer oriented contextual segmentation?
How do you examine current dynamics to create preferable generics in emerging markets?
Presentation by F. Brian Whitman, President & CEO, Corrigan Consulting at the Smart Health Conference 2018, held at Bally's Las Vegas on the 26-27th of April, 2018.
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Driving Digital Transformation in Healthcare-Aaron Davis
1. Driving Digital
Transformation in Healthcare
How Consumers Engage Healthcare
Presented By:
Aaron Davis, FACHE, CPXP
VP & Chief Experience Officer
2. The power of Individuals to own
their own health & healthcare
decisions. Ultimately, driving
change in the industry to better
meet their needs.
Consumerism:
Add a footer 2
3. FR
A Tale of Two Consumers
Douglas Ivan Thompson, MBA, FHIMSS
Senior Research Director
The Advisory Board
4. FR
Consumer Preferences
• Digital drives choice:
• Patients rely on digital resources 2.2x more than provider referrals when choosing a healthcare provider.
• Referral leakage:
• 84% would not see a referred provider if they were rated under 4 stars.
• The rise of virtual health:
• Over 1/3 of patients have used telehealth in the past year—a 337.6% increase since 2019.
• Patient as customer:
• Assuming quality care, patients' rate “customer service” (70.8%) and “communication” (63.4%) as more important than
even “bedside manner” when it comes to a 5-star experience.
• Shopping for healthcare:
• On avg. consumers use three different websites for healthcare research process and read 5½ reviews before deciding.
5. FR
5
Access
Consumers prefer more
options for their care,
whether its multiple
hospitals, surgical centers, or
clinics in their town to
choose from. “Destination”
healthcare, such as medical
tourism, virtual options, or
alternative or “new
entrants” into the provider
space, such as Walgreens,
Optum, Walmart Health,
One Medical.
Source: Kaufman Hall 2021
6. FR
6
Convenience
Consumers want their care where they want it, when they want it, and how they want
it, which impacts everything from what types of physician visit options are offered (in-
person, phone, or video visit) to how many retail clinics a system has… even
considering the hours of their urgent care facilities.
7. FR
7
Transparency
Consumers want to understand everything from how your facility is rated for comfort
and accessibility to the quality outcomes for your heart surgeons. They look at the
rating for your service, compassion of your nurses and cost of care… Not just the
charge master price or a general range, but the cost for them individually, based on
whatever their specific insurance plan entails.
Source: Press Ganey 2021
8. FR
8
Price
In any other consumer industry, price is a major factor in decision making, and nearly
all industries have brands that intentionally span the price spectrum. Think of the Gap
at one end to Nordstrom’s at the other or Walmart to Tiffany’s.
Based on a 2019 Kaufman Hall Study:
- 12% of organizations offer no pricing transparency options
- 50% of respondents respond to price quote requests within a defined period
- 0% post contracted rates of services, while only 10% offer price guarantees
- 18% provide clinical staff with tools to respond on-the-spot to questions
Source: Kaufman Hall 2019
9. FR
9
Experience
A holder for many of the attributes above, the consumer experience is a focal
transformational point for many hospitals. As it is often pointed out, an organization
can’t use their peer hospitals as a benchmark, as consumers demand a better, more
personalize experience based on the other products and services in their lives. From
Amazon to Uber to Apple (the holy trinity of healthcare experience comparison brands).
10.
11.
12.
13. For All Providers: Considerations for Patient Experience & Consumerism
• 85% of consumers will trust an online review as much as a personal recommendation
• 47% would consider going out-of-network for a doctor with more favorable reviews
• 53% of consumers go online for provider information
• 90% of consumers always or sometimes conduct research after receiving a referral
6 -
4 -
231 -
5 -
5 -
23. FR
Things to Consider
Patients Deterred from booking an appointment:
- Difficulty contacting the office is the #1 reason a patient is deterred from booking an appointment.
- The second-biggest blocker of successful acquisition is untrustworthy reviews
- Average rating of less than 4 stars and incomplete listings information.
Key Driver of Loyalty:
- 59% of patients consider good pre- & post-appt. communication as a key to their loyalty… A 27.9% increase from 2019
- 62% of patients say Quality customer service drives them to recommend the physician
- 59% of patients say Quality of communication
- 49% of patients say Bedside manner of provider
Press Ganey 2021
24. FR
Patient Experience
Inspired by companies like Amazon, Zappos, Nordstrom and Chick-fil-A, our health system should be looking beyond
healthcare to adopt a more complete retail strategy. Like other industries, health systems are going to have to earn their
business from customers. This means fresh thinking and best practices from outside healthcare to create a better experience.
25. FR
No matter how innovative your strategy, if you can’t consistently execute the tactics needed for a
solid patient experience, you’re in serious jeopardy. Fostering consistency begins with a
disciplined approach to culture, aligned to a common vision and hiring people who reflect it.
Our True North:
Likelihood to Recommend
Why:
• One Consistent measure across the enterprise (Easy to understand, Easy to Scale)
• Directly tied to CMS VBP, Star Ratings, and Hospital Compare
Research:
• 10% increase in loyalty could generate up to $22 million in revenue for average hospital
• 90% of consumers indicate reputation is important when selecting a hospital
• 85% of consumers will trust an online review as much as a personal recommendation
• 90% of consumers always or sometimes conduct research after receiving a referral
• 47% would consider going out-of-network for a physician with more favorable reviews
Patient Experience