touch point podcast

Physicians are currently facing a myriad of challenges, yet the importance for hospitals and health systems to involve them in our marketing efforts is increasing. In this episode, hosts Reed Smith and Chris Boyer discuss the challenge of physician burnout, and how this factor can shift their expectations of being involved in an organization’s marketing and outreach efforts. Marketing and communications expert Jean Hitchcock joins as a guest to share her insights in expertise on the best ways to engage with your provider audience, educate them on the market challenges and use data and PRM to ensure your efforts are impactful to your health system. 

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In this episode, hosts Chris Boyer and Reed Smith have “the conversation” about AI - and how the last decade (the so-called “Golden Decade of AI”) has radically advanced the capabilities of artificial intelligence and machine learning in all aspects of life and industry. After outlining some of the significant accomplishments of AI, they then discuss the challenges of AI adoption in healthcare and some of the profound ways it will impact the future of healthcare. 

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A recent study revealed the average patient appointment wait time has increased over the past few years to nearly a month, due to a number of factors impacting the industry. In this episode, hosts Reed Smith and Chris Boyer share the results of this study, broken out by cities and specialties, then share ways in which health systems can begin to better understand overall wait times in an effort to improve their results and begin improving the patient experience. 

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Live from the National Harbor in Maryland, host Reed Smith passes the baton to Chris Boyer, who shares field reporting from the annual Society for Healthcare Strategy and Market Development 2022. With short yet insightful interviews with Ed Bennett of Martech.Health, Justin Wartell of Monigle, Reba Thompson of WriterGirl, Jeff Speer of Revive Agency, Jessica Walker of Care Sherpa and Greg Gossett of Health Aware, they discuss the new role marketing plays in supporting recruitment and retention activities at health systems, how health systems and technology vendors are consolidating and partnering in new and exciting ways, and the ongoing role that patient experience plays in the importance of a health system’s strategy. 

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As health systems continue to evolve their online patient experience efforts, more and more are focusing on developing a “digital healthcare ecosystem.” In this episode, hosts Chris Boyer and Reed Smith discuss the concept of the Digital Healthcare Ecosystem (DHE), how it’s defined, how it differs from a Digital Front Door and the benefits that health systems can gain when launching this type of platform. They are joined by Mitch Holdwick of DeliverHealth who shares his perspective on developing an DHE strategy and how he views orchestration as key to the success of this strategy. 

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For anyone in healthcare, the rise of health misinformation has become quite a concern. It is only exacerbated by the rise of social media platforms, and the ability to spread and amplify the content online is disturbing. In this episode, hosts Chris Boyer and Reed Smith discuss the challenges of health misinformation, how front line healthcare workers are responding and how we can leverage these very tools to support promoting accurate health information. 

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Hosts Chris Boyer and Reed Smith discuss the latest Pew Research study that shows a remarkable shift in how teens are using social media and technology, and discuss how this is a bellwether for how hospitals and health systems need to shift their approaches to reach future generations seeking healthcare. They even share examples of how leading health systems are shifting the marketing and communication strategies to reach these new generations. 

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In this episode, hosts Chris Boyer and Reed Smith discuss how digital health and digital marketing solutions can help address the “triple aim” - improving patient experience, improving population health and reducing healthcare’s costs. They also share the five main traps healthcare organizations should avoid, to prevent them from falling into “digital myopia.”

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In this episode, hosts Reed Smith and Chris Boyer discuss how the rise of the recommendation engines in social media is potentially hastening the end of social media as we know it. From discussing the impacts of influencers on the innovation of social media platforms, to the overwhelming need to engage in social media advertising to stay relevant in the sea of social media content, the way hospitals and health systems will be forever changed. 

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Health systems across the United States are feeling a number of pressures that are impacting the industry today, including very narrow margins, elevated labor costs and shifts in patient patterns. In this episode, hosts Chris Boyer and Reed Smith discuss how these challenges are impacting hospitals and share how marketing and IT are shifting their strategies to embrace these changes. Alan Shoebridge from Providence joins us to share his perspective on these current trends, and explains how his organization is embracing change management as a way to help navigate this “port-pandemic” landscape. 

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