Oct 14, 2020
TP193 – Building Strength and Resilience in Your Health System
Reed Smith and Chris Boyer discuss the top concerns of healthcare executives, share an article that illustrates how hope is not a strategy, and how digital can help organizations develop a sustainable approach to the future. They are joined by Paul Griffiths who shares commitments that health systems should consider to build revenue resilience.
Oct 7, 2020
TP192 – NPS, PX and CSAT – How to Measure VoC
Hosts Chris Boyer and Reed Smith discuss the common ways hospital systems attempt to measure Voice of Customer (VoC), including Net Promoter Score (NPS), Customer Satisfaction metrics (including Press Gainey and NRC data), and Consumer Effort Scores (CES). They are joined by Dan Reilly, Senior Vice President at SMS Research Advisors, who share how he works with health systems in understanding the effective ways to use NPS to understand their market.
Sep 30, 2020
TP191 – Leveraging Our Opportunity of Trust: a Conversation With Isaac Squyres
Hosts Chris Boyer and Reed Smith are joined by Isaac Squyres, partner at Jarrard Inc. to discuss their most recent National Coronavirus Online Survey, including implications and opportunities for health systems to communicate effectively about the coronavirus vaccine, leverage trust and engage their employees.
Sep 11, 2020
The TPS5 – Week of Sep 11, 2020
Welcome to the TPS5 for the week of Sep 11th. This week: Facebook’s algorithm is a major public health threat, digital health can impact aging in place, smart hospitals, the lag in the rebound of in-person visits to clinics, and the problem with policing doctors on social media.
Sep 9, 2020
TP188 – The Elements of Innovation
Chris Boyer and Reed Smith discuss the elements organizations need to launch innovation projects, and are joined by Shelli Pavone, CEO and Co-founder of Inlightened, who shares her experience leading innovation at small and large companies and the importance of engaging with the right innovative experts.
Sep 2, 2020
TP187 – Omnichannel Marketing and the Engaged Consumer
In this episode, hosts Chris Boyer and Reed Smith discuss the importance of omnichannel marketing (and how it differs from multi-channel marketing) and the “omnichannel patient.” They are joined by author and tech expert, Amber Mac, who shares four trends that are influencing the engaged consumer.
Aug 28, 2020
The TPS5 – Week of Aug 28, 2020
Welcome to the TPS5 for the week of Aug 28th, 2020. This week: how long-haulers are redefining COVID19, larger systems do not equate to better quality outcomes, the silver lining of home health and why COVID schema matters.
Aug 26, 2020
TP186 – The AI Hype Cycle in Healthcare
Artificial Intelligence in healthcare often is seen as either a future-state innovation of a technology with an over-stated impact. In this episode, hosts Chris Boyer and Reed Smith attempt to break down the “hype." They are joined by Michael Wollmering, consultant at Inspire 11, who shares how he’s helped organizations build an AI Center of Excellence and the readiness of the healthcare industry to embrace this important technology.
Aug 21, 2020
The TPS5 – Week of Aug 21, 2020
Welcome to the TPS5 for the week of Aug 21, 2020. This week: the elective surgery backlog, drive-through doctors, don’t cut your marketing budget and the mental health impact of COVID19 on America.
Aug 19, 2020
TP185 – Retail Healthcare vs. Healthcare Consumerism
In this episode, hosts Reed Smith and Chris Boyer talk through how the current state of the industry is shifting the healthcare consumer, and how these shifts may run in conflict with the retail movement. They are joined by expert James A. Gardner, who shares his experience understanding the impacts retail healthcare is having on health systems across the country
Aug 14, 2020
The TPS5 – Week of Aug 10 – Aug 14, 2020
Welcome to the TPS5 for the week of Aug 10 - Aug 14. This week: why COVID19 vaccines are being developed so fast, primary care doctors’ need to increase payments, the 2-second consumer and the Jarrard Digital Maturity Study.
Aug 7, 2020
The TPS5 – Week of Aug 3 – Aug 7, 2020
Welcome to the TPS5 for the week of Aug 3 - Aug 7. This week: the changing perspective on testing accuracy, a significant merger in digital health, making telehealth’s expansion permanent and how marketers are leveling-up during the pandemic.