instantly health

  Image by Gerd Altmann from Pixabay For several years now, hospitals and other providers have marketed to patients that they are patient-focused using any number of brand tag lines. Cleaver and memorable in most cases, the brand taglines, in a few short marketing communications messages, hit various marketing channels. You can replace healthcare providers with vendors and patient-focused with customer-focused for the same result. I am not writing today about how you become patient or customer-focused. Previous blog posts have addressed the characteristics and mechanics of what it takes to be patient or customer-focused. If you are interested, you can read “Patient & Customer Centricity is Culture- Driven, Not Program Driven” http://bit.ly/2PVtRLW , and “ Your Definitive Guide for Making a Hospital Patient-focused in a Pandemic World https://bit.ly/2Go5Ri5 .” Today is more concerning what does it mean to say you are patient or customer-focused. And in saying “we’re patient o...

  Image by Gerd Altmann from Pixabay Let me repeat the headline a little differently. Is the patient's hospital marketing experience, given its importance as a first-touch experience and engagement opportunity, been forgotten? Given all that has been and continues to be written about experience and engagement, how the patient experiences the hospitals' marketing efforts, as they align with the patient's experience and engagement expectations, could cause a disconnect for the patient and in the market. Case in point. I just had my annual physical with my PCP. Even though there was no indication of vascular disease, she thought it was fruitful to have a vascular scan. Since there was no indication, my PPO would not pay. My PCP referred me to a screening service that regularly provides vascular scans at a discounted cash price to drive utilization not affiliated with the hospital. The service understands that in retail health, the most effective source of referrals will be ...