Jun 16, 2021
TP228 – UX, PX and EX – User Experience Design for Healthcare
In this episode, hosts Reed Smith and Chris Boyer discuss the five essential elements of experience design, how these strategies can help to improve patient experience, and then are joined by Steve Koch, co-founder of Cast & Hue who shares how healthcare organizations should begin thinking about user experience, patient experience and employee experience as a contiguous effort.
Apr 9, 2021
The TPS5 – Week of Apr 9, 2021
Welcome to the TPS5 for the week of Apr 9, 2021. This week: Understanding happy patients, pandemic aid isn’t reaching most hospitals, how payers are helping with vaccine hesitancy and the burgeoning home health industry.
Feb 5, 2021
The TPS5 – Week of Feb 5, 2021
Welcome to the TPS5 for the week of Feb 5, 2021. This week: Pondering the future marketing of telehealth, content marketing vs. copywriting, improving patient experience, and COVID-19 consumer insights for 2021.
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.
Feb 26, 2020
TP160 – Getting Literate about Digital Health Literacy
The World Health Organization defines digital health literacy as the ability to seek, find, understand and appraise health...
Feb 12, 2020
TP158 – User Centricity in Healthcare Design
Understanding our customers is an important part of health system strategies. In the development of these plans, the...
Jan 29, 2020
TP156 – Demystifying the Difference between Accessibility and Usability
Digital professionals in health systems are aware of the importance of accessibility and usability, but often the two...
Dec 25, 2019
TP151 – Creativity and Open-Mind Thinking: a Path to Innovation
As the role of digital in health systems is evolving, we are becoming less focused on digital tactics...
Nov 20, 2019
TP146 – Digital Marketing + Population Health
In many health systems, the role of the digital marketing is sometimes seen as the antithesis of population...
Aug 21, 2019
TP133 – The Giving Part of Digital
It seems natural that philanthropy is a significant component of non-profit health systems – but how does digital...
Jul 17, 2019
TP128 – The End of the Marketing Campaigns
The concept of marketing campaigns is slowly becoming a thing of the past. In this episode, hosts Chris...
Jul 10, 2019
TP127 – The Changing Business Models of Health Systems
Consumerism is driving significant changes within health systems, so much so that organizations are rethinking their business models...