COVID-19 Updates

Podcast — Five Pillars of the Rapid Recovery Process

Key Resources Mentioned in Today's Episode

Key Takeaways

1. Results from our third consumer survey

  • 36% of people are likely to delay care after restrictions are lifted due to their fear of going to hospitals and catching the coronavirus from other patients
  • Health systems should be thinking about promoting facility cleanliness because 56% of consumers have a lot of concern over a hospital's cleanliness

2. Rapid Recovery timeline

  • Every market will have a different timeline for rapid recovery due to multiple factors such as local government, hospital preparedness, and the size of the market
  • Even if there isn't a second wave of COVID-19, hospitals and health systems must be prepared to communicate and act on the seasonal flu in the fall. This will most likely cause concern that the coronavirus could, in fact, come back later in the year. 

3. First-mover advantage

  • The first priority is protecting delayed or canceled surgeries
  • As a first-mover, you will be able to protect and build market share
  • Those who move first will have the best opportunity to avoid forced financial restructuring
  • First movers will have a buffer against future COVID-19 disruption
  • There's an opportunity to grow your patient base through aggressive marketing initiatives

4. Four planning assessment areas

  1. Business Priorities
    • Service-line profitability, prioritization by patient need, payor status, etc.
  2. Operational Readiness
    • Facility-by-facility, equipment/supply status, staff readiness, etc.
  3. Market Assessment
    • Impact of COVID-19 on the community, consumer and brand sentiment, etc.
  4. Marketing Capability
    • Status of staff, budget, available partners, etc.

5. Rapid Recovery marketing initiatives 

To be successful with Rapid Recovery, hospitals and health systems must attract and retain consumers in the right service lines to drive business results, with dynamic measurement and ongoing optimizations in response to clinical and operational changes. Here are the six key initiatives for Rapid Recovery:

  1. Consumer Targeting
  2. Patient Retention
  3. Patient Acquisition
  4. Reputation Assessment & Action
  5. Staff Engagement
  6. Measurement & ROI