Episode 6 of the touch•point podcast finds Reed Smith and I discussing digital professionalism and the impact on physicians, healthcare professionals and hospitals. We explain the foundational principles of digital professionalism, the implications of HIPAA on transparency and how the millennial generation may offer newer ideas that can help us be more open to digital professionalism. Dr. Bryan Vartabedian, author of the 33Charts blog, offers first-hand insights into how doctors can embrace and control their digital professionalism.
In the 5th episode of the touch•point podcast, Reed Smith and I discuss how hospitals and health systems can begin using Voice of Customer (VoC) to shape their online patient experiences, including some of the unique challenges healthcare organizations face when begin to track VoC. From HCAHPS to Net Promoter scores, we discuss best practices and even face off in a heated debate on whether the customer is right. Featuring an expert interview with Matt Gove from Piedmont Healthcare where he shares tips that hospitals can use to begin crafting an advanced VoC program. Give it a listen!
In Episode 4 of the TouchPoint podcast, Reed Smith and I take on the topic of customer relationship management’s (CRM) use in hospitals and health systems. We discuss the history of CRM in hospitals, briefly touch on the complementary technologies of marketing automation and PRM, and how hospitals are now moving the CRM out of the marketing suite to be used across the enterprise. We even cover some of the top reasons why CRM’s fail, and interview CRM expert Justin Rodriguez on the future of CRM in healthcare. An informative episode that only begins to scratch the surface of this critical technology.