The importance of patient-provider communications has always been important, but as health systems adopt more ways to allow patients to connect with their care online, how has this impacted the way patients want to interact with their care team? In this episode, hosts Chris Boyer and Reed Smith share how consumerism and patient experience expectations are also shaping the ways and methods in which they communicate. They are joined by Dr. Bryan Vartabedian, who shares his perspective on ways organizations can begin to adopt better approaches to communicating with their patients. 

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In this episode, hosts Chris Boyer and Reed Smith discuss the latest Edelman Trust Barometer and some of the disturbing findings on the erosion of trust in typical societal institutions. Despite this, opportunities exist for hospitals and health systems, particularly as they align to purpose with their branding efforts. They are joined by Rob Rosenberg, owner and president of Springboard Brand & Creative Strategy, who shares how now is the time for health systems to “unmask” their marketing and branding efforts to meet the moment.  

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Host Reed Smith and Chris Boyer discuss the current “state-of-the-state” for our industry, including the public perception of health systems and hospitals in America and what this means for our employees. They then share their predictions on what health care marketing needs to meet the current challenges our industry is facing. They are joined by Stephen Moegling of Haley Sault who shares how our industry could benefit from a “return to purpose” and how capacity marketing may be the secret tool to guide us to the future. 

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Throughout the pandemic, health systems across the country quickly enabled telehealth and telemedicine solutions to continue to serve their patients. But as we enter 2022, some signs are indicating that the virtual solutions are losing adoption and use. In this episode, hosts Chris Boyer and Reed Smith discuss the state of telemedicine, where the industry might be headed and how some studies reveal that telehealth care may be better than care delivered in real life. They are joined by Colin Hung, Health IT leader and expert, who shares how organizations shouldn’t forget that for telemedicine, it’s not just about the technology. 

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Healthcare organizations face incredible industry challenges in 2022, they also must rethink their patient experience, marketing and data strategies. In this episode, hosts Reed Smith and Chris Boyer share ways leading health systems have implemented “big ideas” in their marketing, and how focusing on patient experience can help healthcare leaders transform their strategies. They are joined by Chris Hemphill from Actium who shares their perspective on implementing responsible AI and data strategies. 

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In our annual “Best-of” 2021 show, hosts Reed Smith and Chris Boyer reflect back on this work-from-home year, sharing some of their most favorite topics, guests and episodes from the TouchPoint podcast and countdown listener’s top voted categories, including best episodes topic and best guest expert (Brian Gresh). 

Best Cold Open: 

• Peeps Flavored Pepsi from TP217 – Meeting the New Digital Consumer’s Expectations

Most Popular State (by Downloads): 

Best Use of the Term “Work From Home”:

• TP229 – Do You Really Need an Intranet?

Strangest Way We Located a Guest Expert Interview: 

• Anthony Matyjaszewski of the Network Advertising Initiative (NAI) in episode TP212 – Going After the Click: the State of Digital Advertising in 2021

Most Downloaded Episode: 

• TP210 – Build vs. Buy – What’s the Right Approach for Healthcare?

Best Episode (as voted on by our listeners) - tie: 

Best Episode Topic We Didn’t Record: 

• How to optimize the patient portal

Weirdest Technology From Which Our Podcast Was Played:

• Amazon Alexa

Who Would You Like to be Stranded on an Island With?

• Anyone but Reed and Chris

Best Guest Expert:

• Brian Gresh from TP206 – A Conversation About Conversational Marketing

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In our annual holiday charcuterie episode, hosts Reed Smith and Chris Boyer highlight clips from some of the most-downloaded shows on the Touch Point Media Network, including conversations about digital mental health, using data to conquer cancer, relieving anxiety and cultivating stability in healthcare, and healthcare innovation and transformation in nursing. Listen in and enjoy these multiple courses from the leading healthcare podcasting network, Touch Point Media. 

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With the ongoing acceptance of digital as a means to select and receive care, healthcare consumers are shifting expectations on what they are looking for in their care journey. In this episode, Chris Boyer and Reed Smith discuss some recent studies that highlight the modern patient journey, shifts in how people search for doctors, and the need to find a “provider like me.” They are joined by Greg Matthews of HealthQuant who explains ways to leverage social media to personalize the provider perception. 

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Health systems are starting to realize that there is a significant need to develop a succinct customer service operation at their organizations. But what is the best way to accomplish this, and does marketing have a role in this strategy? In this episode, hosts Reed Smith and Chris Boyer discuss the impact the pandemic has had on healthcare contact centers, the importance of developing a customer service operation and how this approach is helping healthcare organizations improve the patient experience. They are joined by Chris Wickersham of CereCore, who shares his perspective on how digital can be used to understand the needs of customers throughout the health system.

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In some ways, 2021 has seen some significant changes in the way hospitals and health systems use social media. In this episode, hosts Chris Boyer and Reed Smith share their perspective on the state of healthcare social media, and even share top expert industry predictions of what social media experts should be focusing on in the future. They are joined by Ed Bennett of Martech.health, who shares his perspective on social media and how MarTech vendors are evolving to meet the new social media needs.

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