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Fellow, American College of Healthcare
Executives and
Accredited Business Communicator,
International Association of Business Communicators
Feature
Article: The Recession Is All In Your Mind…Set
Just because people are delaying health care decisions does not mean
that you stop marketing. There is plenty to do and preparation
now will reap benefits when the market rebounds.
This article in the Harvard
Business Journal
is a great complement.
The Patient / Resident Experience
Fast Forward and our strategic partners are developing a service
offering that will fundamentally change how the patient experience
as well as the resident experience in long term care is approached.
You can help by taking this quick survey.
Free White Paper - Experience in Motion
I'd like to introduce you to a new member of the Fast Forward Consulting
team, the team at Experience in Motion. They empower
organizations to create effective healing experiences
by equipping staff to be agents of healing.
We are working together to create a new approach to the patient experience
in hospitals and the resident experience in long term care.
You may find their white paper of interest. It steps you through a bit of
the neuroscience and biology of how feelings and beliefs interpret the
hospital
/ long term care experience and therefore our perception of it and then
what you can start doing to change and improve perceptions.
As my friend, Cleveland Clinic's chief experience officer, Dr.
Bridget Duffy
says, it's about each person knowing their ultimate job is to help
patients heal. With the tools created by Experience In Motion, everyone is
empowered to support healing in all aspects of their job and role.
Get the white paper here.
This Sounds Good
Marketing Profs - What’s The Return on Sound?
Find out how the strategic use of sound influences your brand.
For
grins - see how one mall uses sound.
And see a cool tool I have
been using to market
with the sound of my voice.
The
Deloitte 2009 Survey of Health Care Consumers
The Deloitte 2009
Survey of Health Care Consumers is
worth a read. While they tout consumerism, my take is that it is
superficial at best. For example just 15% of people compare hospital data
for inpatient care. Those who do seek quality data from physicians, web
sites, friends and insurance companies. It’s more engagement with their
provider than total empowerment that seems to be trending. As Deloitte
points out, right now it is more about the perception of service, quality,
cost based on one’s own personal experience. Some use of objective
information is rising. So take consumerism with a grain of salt.
In terms of the patient experience, I would say physicians have more to
worry about. Sixteen percent of people switched docs in the last year;
two out of three because of bad service. So physicians need to pay
attention to the patient experience and that affects the hospitals to whom
they refer.
Another area of interest is Medical Tourism. Eight percent of people
leave their local community for care. Cost is a driver. One percent
travel outside the country. So this nagging medical tourism notion is
real and picking up some momentum even if just reflected in people
starting to say health care is not local (as in my town) anymore.
And a recurring theme is that people say they want wellness but do they
really? It is more that they want to be spoon fed their wellness
prescription with little work involved on their part. Our biggest health
care problem is people who do not want to take the initiative and
responsibility for their own better health.
Citings
Our guest blog for Advance in Long Term Care
Management
Quoted in the Triad Business Journal
Got to Love This
Does your logo make people barf? These do.
This newsletter came about
by happenstance when I discovered
my list was large and I had a backlog of information to share.
That said, this is not about me but about your needs.
As I develop this further what would you like to see, hear about?
Is once a month a good frequency?
Send
me your thoughts.
"When you get to the end of your rope, tie
a knot and hang on."
Franklin D Roosevelt
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