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6 Takeaways for the New Healthcare Experience

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Understand Connect

4. MEASURE

1. LISTEN

2. ALIGN

New Healthcare Experience

3. ENGAGE

5. Profile

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Focus on the entire care management life-cycle. Target communications around healthcare offerings. Extend effort across multiple channels.

Tweetable Takeaway #1

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Consider physician-specific technology. Provide and encourage engagement around these tools. A benefit to both physicians and patients.

Tweetable Takeaway #2

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Social engagement is no limited to the major channels like Facebook, Twitter, and LinkedIn. To meet regulatory risk concerns some organizations are building their own social platform that physicians can use to self-educate and engage with one another.

You can’t control the conversation but you can be a part of it. Utilize your advocates. Be authentic. Remember that response is important.”-

Shannon Hartley, Managing Partner, Healthcare Industry Leader Rosetta

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“Not responding to a social post is like not answering the phone. Some of our biggest mistakes were underestimating the volume as well as the commitment around the activity required.

Develop a digital scorecard. Measure engagement. Evaluate the volume and response. Begin to understand the sentiment around both your organization and your competitors.” Darren Rodgers, SVP and CMO Healthcare Service Corporation

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Survey and identify trends amongst physicians. Drive Community Development. Recognize the best practices and successes in your community.

Tweetable Takeaway #3

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Crack the content code using relevant content determined by an individual's Digital Body Language and smart form strategies.

Tweetable Takeaway #4

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Track all activities related to physicians, their affiliations, issues, comments and preferences and their referrals in your community.

Tweetable Takeaway #5

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As quick as the patient wants information and feedback, physicians want it faster. More and more physicians are using their mobile devices. Clinicians are having text conversations with physicians via their mobile devices.

You must also commit understanding the needs of the patient in both content and content delivery. For example, don’t overemphasize the value of videos. Healthcare wants to build a video for everything, but videos don’t engage the patient. Videos are often boring and disenfranchise the patient.”

Margaret Coughlin, SVP and Chief Marketing and Communications Officer with Boston Children’s Hospital

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Develop strong content, unify digital channels, and focus on data forensics to grow revenue, increase quality, and recruit physicians

Tweetable Takeaway #6