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Image by Here and Now from Pixabay, Sooner or later, the COVID-10 pandemic will eventually move to the endemic phase. While COVID surges and new variants require continued vigilance and preventive measures, the impacts to the current patient experience are profound and lasting. It is not too early to begin thinking and planning for an endemic patient experience in 2022. As hospitals develop their business and marketing plans for an endemic world, special attention needs to be paid to the patient experience. Image by Alexandra Koch from Pixabay. A changed “normal” healthcare experience is in place with patients choosing and accessing healthcare services in new ways. Change is never easy and sometimes unrecognizable. Providers now live in a world where the patient exercises far more control in the selection process of the healthcare services they choose, the method of access, and delivery. Hospitals have had to engage more closely and meaningfully with patients, families, and the commun...

COVID-19 vaccine image by Torstensimon from Pixabay Having made it through three waves of the SARS-CoV-2 pandemic, hospitals in many parts of the country are now facing a rapidly growing fourth wave of COVID-19 patients, the unvaccinated. While there is always discussion about the hospital’s role in a public health crisis, in leading the mitigation efforts, or follow the advice of public health officials at the Federal, State, and local, the size as a percentage of the population of the anti-vaxxers have added new complexity to the pandemic. There are many reasons, with the most often repeated by anti-vaxxers is distrust of the government, fueled by the disinformation 12, anti-vaxxers, and conspiracy theorists.   If the hospital sits back as a background player, then the risk of the hospital being overrun with COVID cases is very real and impacts inpatient admissions for non-COVID illnesses, surgery, ambulatory services, again threatening survival. But the hospital with the pri...

Woman physician image by Daniel Damn outsideclick from Pixabay Let’s face it, the current efforts by local, state, and federal governments are falling way short of the target number of vaccinations needed to reach community herd immunity. While availability and access of the COVID-19 vaccines are widely available, convenient, and free,  the efforts by anti-vaxxers, science deniers, conspiracy theorists and disinformation 12 continue to gain followers and support. While many efforts are underway to reverse the trend, from state lotteries, free giveaways, public relations, etc., it’s just not working. Now comes the finger-pointing and blame game focusing on the social media tech giants as the source of the problem by allowing COVID-19 misinformation to be shared. What hospitals and health systems are now facing as the COVID Delta variant spreads like wildfire, as society opens up, is the fourth wave of the pandemic, that of the unvaccinated. It’s time to stop blaming third parties...

Image by Tumisu from Pixabay What a year 2020 has been, from the Coronavirus pandemic to the election and everything in between. The response by hospitals and health systems across the country to the pandemic has been excellent. In an industry not known for rapid innovation and adoption of new ways to deliver care, the pandemic showed just how resourceful the leaders, doctors, and nurses changed their organizations to meet the need of patients, the community, and face the threat head-on. Kudos to everyone for the countless lives saved. Remember those doctors, nurses, first responders, and other healthcare workers who lost their lives serving others. As some of you may know, I write another blog, Perceptions, Observations, and Musings of an Old Man, since 2019. Writing two blogs takes its toll and is not easy. I am wimping out for the last two weeks of 2020 and giving you the best of Healthcare Marketing Matters blog posts from 2020. The best blog posts' criteria are the number o...

Image by pearson0612 from Piaxabay   Hospitals and health systems made great strides in leading and engaging their communities through the teeth of the first wave of the pandemic, and establishing themselves as the credible source of information and resources, communities, who responded positively for the most part. Once the first wave passed, most healthcare organizations moved away from the pandemic messaging and quickly reverted to pre-pandemic marketing efforts.   It was too soon to completely drop the pandemic community leadership and patient messaging activities, as I have written before. Now with SARS-CoV-2 infection rates skyrocketing daily across the country, thousands of deaths per day, and hospitals at or near ICU capacity, and canceling elective surgeries, hospitals have a high stake in the success of the vaccination efforts now underway. As reported in The Hill, "About half of Americans willing to receive COVID-19 vaccine, AP poll finds" only 47 percent of the...

Are you telling your patients what they want to hear, or are telling them what you want them to hear? It’s a valid question in the age of pandemic because there is a difference between the two thoughts—a large chasm in some cases. Image by Robin Higgins from Pixabay As a potential answer to the headline question, there is one question you should ask yourself that is fact-based.  But the adage “never ask a question you don’t want an answer too” applies.  You may get an answer you never wanted in the first place. Is telling patients what you want them to hear driving changes in your hospital or health system market share? Since the 1990s, when the talks began about consumerism in health care in the Clinton administration, hospitals and health systems have been telling patients what they want them to hear, not what the patient wants to hear.   I see print and electronic advertisements. I see social media and banner ads. etc., etc., etc. When the primary research market sh...

  Image by Sebastian Thone from Pixabay Over the past several months, I have written in Healthcare Marketing Matters about the hospital response to the pandemic requiring the patient, community, and marketing engagement. Critical themes in these troubled times focused on leadership, accountability, engagement, and becoming credible sources of information via marketing and public relations. Image by Gerd Altmann from Pixabay Some blog posts addressed that since your community was no longer a hot spot and hospital admissions declined, the hospital could not fully return to business as usual with the pre-pandemic marketing messaging. It was incumbent on the hospital to maintain the momentum and reinforce its leadership and credible source of information standing by leading the community to bolster efforts to slow down community spread. Especially important considering the coming flu season. Some hospitals continued their SARS-CoV-2 leadership of the community once the first wave pass...