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!
n the third installment of the TouchPoint podcast, Reed Smith and I discuss online reputation management (ORM), how best to define it and what elements are important for hospitals to consider. From SEO to social media to publishing HCAHPS scores on physician profiles, we explore the impact good reputation management has on the digital patient experience and wonder if there are better ways to measure reputation, in real life. We also have fun debating the merits of third-party review sites vs. a hospital website as the most authoritative source for a health system’s reputation. Lastly, Rob Birgfeld of Inova Health System joins from an evening commute to discuss best-practices on gaining organizational support of reputation management. A fun and informative episode!