Much like your average cup of joe with cream and sugar, customer experience in healthcare has become a commodity. Patients don’t have any sort of loyalty to a particular brand. In fact, 23% of patients see 3 or more PCPs in just 2 years. And unless you’re delivering a great experience, they’re not simply switching to a new doctor in the same hospital. They’re making a wholesale shift to the hospital across the street. A Press Ganey survey found that hospitals with patient satisfaction in the bottom 10th percentile lost 17% of patient volume.
It’s no secret that the days of “fee-for-service” are nearing an end. What might be less obvious is how this shift to value-based care should impact your healthcare marketing strategy. It’s time to get ready to figure out how your marketing can support more efficient and cost-effective patient acquisition and retention programs. Here are a few steps you can take to get started.
White Rhino healthcare guest INTERVIEW
I recently sat down with Anaye Milligan, former Digital Marketer Director at Insperity and The New York Times Company, for a fresh perspective on some of the challenges facing today's marketers in healthcare.
In a recent Webcast, we teamed up with Citrix's global strategy lead for audience & content marketing to discuss a modern approach to journey mapping that considers customers' psychological drivers.