How a new CRM-enabled call center solution transformed patient experience and improved efficiency at Dana-Farber Cancer Institute

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By: Andrea Park

Following an internal assessment of its patient contact experience in 2017, Boston-based Dana-Farber Cancer Institute underwent a total overhaul of what was found to be an unnecessarily complex, disparate contact center experience. This assessment centered on several questions, according to Katie Keavany, Dana-Farber’s vice president of ambulatory clinical operations… Read more

How to Build an Actionable and Strategic Patient Experience Plan

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By Gary Druckenmiller

In recent years, hospitals have become increasingly familiar with the merits of providing a superior experience to patients and consumers. Studies show that organizations with successful patient experience strategies see up to a 5 percent increase in new patients, a 15 percent increase in patient retention, and an 18 percent decrease in out-of-network referrals… Read more

3 Types Of Data-Driven Healthcare Campaigns To Drive New Patient Volumes

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By Chris Girardi

Simply put, meeting aggressive service line goals, such as increasing market share, requires a strong data foundation and a precision marketing strategy. Accountability to such goals showcases the marketing team as a revenue-generating growth machine… Read more

Consumers Want to See Investment in Better Experiences – Elevate 2019

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By Colin Hung

There was an important message for healthcare at the recent Elevate Festival: consumers want to see organizations leveraging existing AND new technologies to improve the overall experience. If they do not see evidence of that, they will seek an alternative.

Elevate is Canada’s largest technology and innovation festival with world-class speakers during the day and award-winning artists at night. The 2019 event featured main-stage keynotes from: Michelle Obama, Chris Hadfield, Martha Stewart and Guy Kawasaki. I had the opportunity to attend the Scale-Up stage on Day 3 and one presenter stood out – Tiffani Bova, Growth & Innovation Evangelist at SalesforceRead more

 

4 Ways To Boost ROI With Data-Driven Patient Engagement

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By Gary Druckenmiller

The era of “build it and they will come” in healthcare is over. With the rising cost of medical services and influx of convenient care options, patients now treat their health decisions like any other serious investment. In the face of increasing competition and consumer expectations, hospitals and health systems need to restructure their strategy in order to engage patients and consumers effectively… Read more