Apr 27, 2022
TP273 – ICYMI: Yelp or HCAHPS: Which is Better to Measure Patient Experience?
Reed Smith and Chris Boyer discuss Yelp and HCAHPS, share their differences, and how health systems should use both in the larger scheme of measuring patient experience. P.G. Porter, formerly with the Studer Group, discusses the impact consumerism is having on how hospitals can measure and solicit input from their customers.
Apr 13, 2022
TP271 – The Ups and Downs of Digital Transformation
Reed Smith and Chris Boyer discuss predictions for digital transformation and tech leaders, and share the top five hurdles most organizations face with these initiatives. Tom Hileman joins to share important steps of the digital transformation journey including topics like change management, governance and key technology considerations.
Apr 6, 2022
TP270 – The Provider Role in Transformation
Reed Smith and Chris Boyer discuss the biggest opportunity for successful digital transformation and share the latest HMSS study on the state of digital healthcare. Shelli Pavone shares her experience leading innovation at small and large companies and the importance of engaging with the right innovative experts.
Mar 30, 2022
TP269 – Are we in a Digital Health Bubble?
Chris Boyer and Reed Smith discuss the latest digital trends to watch for and even ponder if this is a “bubble” that is about to burst. Ann Stadjuhar joins us to discuss her perspective on how the digital health space is changing and what that change means to hospitals and health systems.
Mar 9, 2022
TP266 – The Next Wave of Telemedicine and At Home Care
Reed Smith and Chris Boyer discuss the current trends impacting telehealth use in health systems, and how Care At Home trends are setting up long-term opportunities for combining in-person with virtual care. They are joined by Peter Alperin who shares how he has seen health systems, doctors and providers using virtual care to enhance their ability to access care.
Mar 2, 2022
TP265 – Local SEO and the Myth of Zero-Click Search
Chris Boyer and Reed Smith discuss the importance of local SEO to a hospital’s marketing strategy, and uncover the “myth” of the threat of zero-click searches. Martha van Berkel shares her experience using schema to connect - and wow - online healthcare consumers when they search for care on Google.
Feb 23, 2022
TP264 – Designing a Voice of Customer Program
Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown of Authenticx, who shares how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience.
Feb 9, 2022
TP262 – The Winds of Change
Chris Boyer and Reed Smith discuss the outlook for healthcare - both at a macro and micro level - and ask if we are finally seeing the long-promised transformation of our industry. They are joined by Carrie Liken who shares her predictions on how health systems and providers will change to meet the needs of consumers today.
Jan 12, 2022
TP258 – Has the Telehealth Bubble Really Burst?
Chris Boyer and Reed Smith discuss the state of telemedicine, where the industry might be headed and how some studies reveal that telehealth care may be better than care delivered in real life. They are joined by Colin Hung, Health IT leader and expert, who shares how organizations shouldn’t forget that for telemedicine, it’s not just about the technology.
Dec 22, 2021
TP255 – Best of Touch Point Media Network 2021
Reed Smith and Chris Boyer highlight clips from some of the most-downloaded shows on the Touch Point Media Network, including conversations about digital mental health, using data to conquer cancer, relieving anxiety and cultivating stability in healthcare, and healthcare innovation and transformation in nursing.
Dec 8, 2021
TP253 – Operations Impact on Experience
Reed Smith and Chris Boyer discuss the importance of developing a customer service operation and how this approach is helping healthcare organizations improve the patient experience. They are joined by Chris Wickersham of CereCore, who shares his perspective on how digital can be used to understand the needs of customers throughout the health system.
Nov 24, 2021
TP251 – ICYMI: The High Stakes of Digital Marketing In Healthcare
Hosts Reed Smith and Chris Boyer discuss the important role digital marketing has in a purpose-driven industry, and digital tools are not only smart for business but also help us better understand our patients and improve their care. They are joined by Brian Q. Davis, SVP at Scorpion Healthcare in which he shares the importance of building a digital philosophy.