Beyond Engagement: How to Create Harmonic Patient Experiences

With customers and patients interacting with a growing number of channels throughout the course of their day, hospitals can no longer afford to take a simplified approach to marketing.

They must strive to connect with patients across many different channels and deliver unified, seamless messaging. Historically, health systems have studied the strategies of successful retailers to enact powerful patient engagement campaigns.

Today, there’s a new trend on the rise: ‘Harmonic Retail,’ or the harmonic customer experience. This concept, trademarked by Harbor Retail, expands upon integrated customer engagement methods by reimagining marketing channels as an orchestra conducted by the customer. Instead of creating campaigns that simply combine online and offline experiences, a harmonic retailer continuously keeps a pulse on a customer’s activity across every channel. Retailers leverage these insights to craft personalized, reactive advertisements that are informed by previous customer interactions, enriching the customer journey and creating a living, harmonized brand expression that’s tailored to the customer. When I was with Swiss Army and Timex I played a heavy hand in retail and e-tail operations, bringing these approaches to life.
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Gary Druckenmiller

Gary Druckenmiller

Gary Druckenmiller, Jr. is Vice President, Customer Success at Evariant. He functions as lead strategist, digital marketing thought leader and C-level executive sponsor for all of Evariant’s enterprise clients, primarily focused on advising health system leadership of opportunistic methods to improve their digital presence and interactive growth potential. Prior to Evariant, Gary served as Vice-President for Harte-Hanks, responsible for healthcare digital strategy and deliverables including multi-channel campaigns, paid digital media, social media, CRM and analytics. Gary has been with Evariant for 8 years and can be heard often on the hospital marketing speaking circuit. Gary has a bachelor’s degree in marketing from Bentley University.
Gary Druckenmiller

Understanding and Improving Quality of Care in Healthcare

Patient Engagement in HealthcareQuality of care in healthcare is important: It’s something just about anyone in the United States – and around the globe – can safely agree on. Poor quality healthcare has dire consequences on a patient’s life; much more so than, for instance, a poor quality retail experience. A shoddy pair of sneakers isn’t a matter of life or death. 

As such, there is a strong collective interest in making sure that health systems function as effectively as possible. 

In recent years, the healthcare landscape has begun to shift toward a value-based care model, placing greater emphasis on holistic approaches to care and improving patient outcomes at a lower cost. In order to accomplish this, healthcare organizations must ensure they are both regularly measuring quality of care as well as maintaining efforts to proactively engage patients and physicians within the healthcare network.

Organizations that provide optimal quality of care see similarly strong rates of patient engagement: The link between these two factors is significant, implying that quality of care does not begin or end with the in-person physician interaction. Instead, providing a high quality of care means maintaining engagement with patients, physicians, and communities throughout the entire care continuum. 

In this post, we explore what quality of care really means within the healthcare context, why it’s so important, and a few ways in which hospitals and health systems can optimize quality of care for improved patient outcomes.

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Evariant

Evariant

Evariant provides a leading healthcare CRM solution suite designed to help health systems transform the healthcare experience for their consumers, patients, and physicians. Built on the Salesforce Platform, our solutions foster richer consumer/patient engagement and tighter physician alignment. Powered by cutting-edge data and analytics, Evariant enables health systems to effectively communicate care options that increase revenue and market share, while optimizing network utilization. Many of the top health systems have selected Evariant to thrive in today’s hyper-competitive and rapidly changing environment.
Evariant

What Is the Patient Engagement Journey and Why Is It Important?

nursepatientThink back to the last time you had an outstanding customer experience. Maybe you received the wrong item you’d ordered online, called customer service, and had the correct item delivered to your doorstep the next morning. Maybe your flight got delayed by several hours and you received a voucher for a free flight the next time you booked with that airline.

In today’s customer-centric marketplace, these types of stories are not uncommon. With the majority of companies already competing mainly on the basis of the customer experience, it is no longer optional to provide customers with exceptional service: According to a recent study by Aberdeen Group, companies with the strongest customer engagement and experience strategies retain an average of 89% of their customers, as opposed to 33% for companies with weak strategies (via Internet Retailer).

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Gary Druckenmiller

Gary Druckenmiller

Gary Druckenmiller, Jr. is Vice President, Customer Success at Evariant. He functions as lead strategist, digital marketing thought leader and C-level executive sponsor for all of Evariant’s enterprise clients, primarily focused on advising health system leadership of opportunistic methods to improve their digital presence and interactive growth potential. Prior to Evariant, Gary served as Vice-President for Harte-Hanks, responsible for healthcare digital strategy and deliverables including multi-channel campaigns, paid digital media, social media, CRM and analytics. Gary has been with Evariant for 8 years and can be heard often on the hospital marketing speaking circuit. Gary has a bachelor’s degree in marketing from Bentley University.
Gary Druckenmiller

4 Reasons Why Relationship-Building is Essential for Patient Retention

Doctors and care providers across the healthcare continuum understand the impact a good rapport with patients has on their ability to provide superior medical care. A strong patient-provider relationship facilitates cooperation and provides greater opportunities to learn about a patient’s unique health needs. This enables providers to better connect patients with the treatments and resources to improve overall health.

patient relationships retentionAt an organizational level, building and maintaining strong relationships is just as important, now more than ever.

Think of it this way, modern healthcare consumers are experiencing higher premiums, deductibles, and copays. As a result, they’ve taken it upon themselves to ensure the healthcare systems they use provide the greatest value for their money. Consumers are researching competitive pricing, overall care quality, and customer service in order to choose the healthcare organizations that balance price and value.

Given the fact that it costs five times more to attract a new customer than to retain an existing one, it’s becoming increasingly important that organizations focus on patient retention. By building relationships with patients across the healthcare system, organizations can identify opportunities to provide greater value throughout the patient’s healthcare journey, helping create patients for life.

With this in mind, we will explore four reasons why relationship management is an essential part of effective patient retention. More

Rachel Neely

Rachel Neely

VP of Customer Success at Evariant
Rachel Neely is the VP of Customer Success at Evariant. In this role, she serves as a healthcare marketing expert, guiding clients through collaborative workshops, identifying and reconciling points of ROI, overseeing the usability of Evariant products and solutions to ensure they meet client-specific needs, and collaborating with Physician, Engagement, and Marketing Practice Leaders to build new assets, frameworks, and points of view. Rachel holds a BA in Communication from Purdue University with specializations in Advertising and PR.
Rachel Neely

Why Traditional Hospital Call Centers Need a Reboot

This post is the first in a series about transforming the traditional hospital call center to drive engagement, acquisition and retention, and revenue. In our next post, we’ll examine the engagement center, a model that has emerged in several leading health systems in response to trends in the market and greater consumerism around healthcare purchasing. In our final post, we’ll examine how one large academic institution is blazing the path to anywhere, anytime engagement, delivering powerful advances for patients, local populations, and its business results.

Hospital Call CenterToday, a strong patient-provider relationship is central to the strategic market shift to patient-centric care. This shift is a result of changing customer expectations and market fluctuations; healthcare consumers want better care and reduced costs. As a result, health systems now need to capitalize on every patient and consumer interaction—from fielding a first inquiry to actively supporting proactive health, ongoing care, and recovery—to successfully acquire and retain patients for life.

To achieve this, health systems need to speak with a unified voice and deliver consistent, positive patient experiences in every interaction, no matter how they communicate with patients and customers. As call centers handle around 68 percent of all consumer interactions, it’s vital that the hospital call center is set up to deliver these types of experience.

Unfortunately, traditional hospital call centers often struggle to provide seamless patient experiences. Why? Let’s take a closer look at what these types of call centers are like:
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Evariant

Evariant

Evariant provides a leading healthcare CRM solution suite designed to help health systems transform the healthcare experience for their consumers, patients, and physicians. Built on the Salesforce Platform, our solutions foster richer consumer/patient engagement and tighter physician alignment. Powered by cutting-edge data and analytics, Evariant enables health systems to effectively communicate care options that increase revenue and market share, while optimizing network utilization. Many of the top health systems have selected Evariant to thrive in today’s hyper-competitive and rapidly changing environment.
Evariant