touch point podcast

The need for virtual health solutions at the onset of the pandemic led to wide-spread adoption of telemedicine by providers and patients alike. However, over the years, this adoption rate has shifted and changed - based both on shifting patient expectations and provider acceptance of these tools. In this episode, hosts Reed Smith and Chris Boyer discuss the current trends impacting telehealth use in health systems, and how Care At Home trends are setting up long-term opportunities for combining in-person with virtual care. They are joined by Peter Alperin of Doximity who shares how he has seen health systems, doctors and providers using virtual care to enhance their ability to access care. 

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SEO remains an important part of a health system’s digital strategy - but how is it shifting in 2022? In this episode, hosts Chris Boyer and Reed Smith discuss the importance of local SEO to a hospital’s marketing strategy, and uncover the “myth” of the threat of zero-click searches. They are joined by Martha Van Berkel of SchemaApp, who shares her experience using schema to connect - and wow - online healthcare consumers when they search for care on Google. 

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Healthcare organizations are transforming their patient experience measurements away from simple surveys to more sophisticated voice of customer programs. In this episode, Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who share how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience.

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Healthcare leaders now understand the transformative effect that consumerism is having on their industry. In this episode, Reed Smith and Chris Boyer share how consumerism has shifted in the last two years, how to use these shifts to drive experience, and then Chris Bevolo joins to share his perspective on the future of our industry and other insights from his new book, Joe Public 2030: Five Potent Predictions Reshaping How Consumers Engage Healthcare.

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The healthcare industry is facing extreme pressures to change and transform. In this episode, hosts Chris Boyer and Reed Smith discuss the outlook for healthcare - both at a macro and micro level - and ask if we are finally seeing the long-promised transformation of our industry. They are joined by Carrie Liken, Head of Healthcare Industry at Yext, who shares her predictions on how health systems and providers will change to meet the needs of consumers today. 

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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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