Key Resources Mentioned in Today's Episode

• Rev Cycle Intelligence Article: 1 in 5 Hospital Execs Expect Revenue Declines of Over 30% in 2020

Key Takeaways

Transitional Messaging

• We're seeing a shift from safety messaging to communications about accessing care in a post-COVID-19 world.
• There's a lot of fear from clinicians and administrators to make up lost time from a revenue standpoint and get people the care they need.

Timeline for Transitional Messaging

• The next narrative health systems and providers should be conveying:
  • It's safe to come back to healthcare.
  • You should be getting the healthcare you need.
  • Here are the specific service lines that are open and available now.
• We're going to move forward with reassurance messaging in the current market and evaluate every 30 days so that we can continue to be agile in our communications.

Scenario Planning for a Resurgence  

• We're looking at multiple scenarios with our clients. We're asking:
  • What happens if cases spike in the summer?
  • What happens if cases drop?  
  • What happens during the flu season?
• In some cases, we're using the same overarching brand campaign construct focused on personal safety, staying indoors, and wearing masks.  

Positioning Messaging

• We're looking back and using successful past campaigns and putting the focus of the messaging on the community and off of us.
• We want to position our clients as leaders through a campaign that can not only be good for now but can also carry them through 2020 and 2021.

Channel Engagement

• Provide a Q&A or some mechanism for people to be able to come in and ask questions.
• Virtual care and telemedicine are going to play a big part in this as well. We want to make sure that we are connecting to audiences looking for care in that modality.

Transitional Messaging in Leadership

• Leadership has been remarkably on board and enthusiastic about connecting and becoming more trusted by consumers and patients in the community.

Tracking the Narrative

• We should focus on patient retention and getting the individuals whom we already know need care.
• As we step up as community leaders, this is an opportunity for patient acquisition.
• We're going to focus on how people are coming to visit the resources that we are providing. You should ask yourself:
  • What kind of questions are they asking?
  • What is the volume of questions we're getting through some of those channels?
• We are creating individualized URLs so that we can see from a digital standpoint what is working well with consumers.