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Creating a Hospitality-Influenced Reputation Management Strategy in Health Care
Presentation Resource
What happens when a former executive from Starwood Hotels and Resorts takes over marketing at a physician practice? Florida Orthopaedic Institute implemented a strategy for creating a 5-star customer experience — and attracting more patients — with online reputation management playing a vital role.
Creation and Implementation of a "Playbook" for an Integrated and Sustainable Patient Experience
Presentation Resource
Houston Methodist will demonstrate how they were able to improve as well as sustain patient satisfaction scores across Medical-Surgical Units, ICUs, and Women’s Services of 7-hospitals with the implementation of a multidisciplinary “Playbook” incorporating change management methodologies.
Knowing and Keeping Patients: Going Beyond Patient Satisfaction Surveys
Magazine & Journal Articles
Patients' personal investment in healthcare is higher now than ever before, and so are their expectations. In this consumerist environment, quality of experience is a prime factor in driving loyalty. This article explores both quantitative and qualitative approaches that are needed to grasp the entire patient choice decision-making journey.
Improving the Digital Brand Dialogue
Presentation Resource
In this session, you will learn how one healthcare system used an online brand experience survey to guide its website improvement efforts.