Podcast — It's not just about digital
Featuring Chris DuFresne, VP of Experience & Marketing Operations, Allina Health
Setting the stage
Healthcare is way behind in the consumer space. Fortunately, we have other industries to learn from when merging online and in-person experiences.
Chris DuFresne, Vice President of Experience and Marketing Operations, draws from his experience at e-commerce giants Target and Macy's for inspiration at Allina Health.
Dufresne acknowledges that health systems aren't just businesses but states that they need to bolster their businesses to support our missions. To do so, we must redefine patients as "consumers" because patients represent just the person receiving care when other stakeholders – consumers – are involved.
Transferring retail knowledge to healthcare
Our industry was built for the provider, forcing patients to navigate a complex ecosystem. How do we deconstruct this physician-centric model in a way that puts the consumer first?
Chris DuFresne challenged health systems to use consumer-centric industries as benchmarks. For example, health systems can ask themselves, "How do we make patient scheduling as simple as OpenTable?"
Part of becoming consumer-centric in healthcare is honoring various consumer preferences and needs without overwhelming consumers with options. For example, some people may want to call in to schedule an appointment, while others may like to schedule online. The art is making each option convenient and personable even if utilizing call centers.
When does a connected experience matter most?
The consumer is ok with asynchronous virtual care for minor ailments like sinus infections that are somewhat isolated.
Patients requiring both digital and onsite experiences offer opportunities for health systems to prove their value to patients through connected experiences.
For instance, a digital encounter may require labs. How can a health system get these labs without leaving and redoing the whole visit again? How should that visit be billed, and which services are covered by insurance? How does the consumer know that the price of a virtual visit matches the value they receive?
Featuring Chris Pace, Chief Digital Marketing Officer, Banner Health
COVID-19 forced health systems to implement digital infrastructure quickly. Now, it's time to examine our handiwork (duct tape included) to optimize our digital front door.
Featuring peer-to-peer conversations with top health system marketers
On this episode, we're mixing it up with a recording of our latest event, Joe Public All Access. The event brought together 40 of the nation's top health system marketers to discuss what's next in our field. The best part? This episode offers one full hour of content – and not a single COVID-19 conversation.
With Wendell Potter, former health plan executive turned whistleblower
Providers' COVID-19 experience: Taking care of patients while risking safety and financial solvency.
Payors' COVID-19 experience: __________
... We'll let health plan executive turned whistleblower, Wendell Potter fill in the blank in this episode.
With ReviveHealth's CEO Brandon Edwards and EVP Chris Bevolo.
What do Brandon Edwards and Chris Bevolo really think about the state of the healthcare industry and hospital marketing? Get their honest answers on this episode of The No Normal Show.