Episode 6 of the touch•point podcast finds the hosts, Reed Smith and Chris Boyer discussing digital professionalism and the impact on physicians, healthcare professionals and hospitals. They explain the foundational principles of digital professionalism, the implications of HIPAA on transparency and how the millennial generation may offer newer ideas that can help us be more open to digital professionalism. Dr. Bryan Vartabedian, author of the 33Charts blog, offers first-hand insights into how doctors can embrace and control their digital professionalism.

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In the 5th episode of the touch•point podcast, Reed Smith and Chris Boyer discuss how hospitals and health systems can begin using Voice of Customer (VoC) to shape their online patient experiences, including some of the unique challenges healthcare organizations face when begin to track VoC. From HCAHPS to Net Promoter scores, the hosts discuss best practices and even face off in a heated debate on whether the customer is right. Featuring an expert interview with Matt Gove from Piedmont Healthcare where he shares tips that hospitals can use to begin crafting an advanced VoC program. Give it a listen!

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In Episode 4 of the TouchPoint podcast, Reed Smith and Chris Boyer take on the topic of CRM’s use in hospitals and health systems. They discuss the history of CRM in hospitals, briefly touch on the complementary technologies of marketing automation and PRM, and how hospitals are now moving the CRM out of the marketing suite to be used across the enterprise. They even cover some of the top reasons why CRM’s fail, and interview CRM expert Justin Rodriguez on the future of CRM in healthcare. An informative episode that only begins to scratch the surface of this critical technology.

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In the third installment of the TouchPoint podcast, Reed Smith and Chris Boyer discuss online reputation management (ORM), how best to define it and what elements are important for hospitals to consider. From SEO to social media to publishing HCAHPS scores on physician profiles, the hosts explore the impact good reputation management has on the digital patient experience and wonder if there are better ways to measure reputation IRL. The hosts also debate the merits of third-party review sites vs. a hospital website as the most authoritative source for a health system’s reputation. Lastly, Rob Birgfield of Inova Health System joins us from an evening commute to discuss best-practices on gaining organizational support of reputation management. A fun and informative episode!

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In Episode Two of the TouchPoint Podcast, Reed Smith and Chris Boyer discuss the ins and outs of Content Management Systems and tackle important questions including: what is the role of a CMS? Is there a difference between a licensed and open source CMS? Should I care about a headless CMS? Isn’t a CMS just my website? They face-off over the pros and cons of licensed vs. open-source CMS. In the Ask the Expert section, industry expert Ed Bennett talks through the history of the content management system in hospitals, and what the future might hold.

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The Touchpoint Podcast - Episode 1. In this episode, Reed Smith and Chris Boyer discuss the often misunderstood process of Customer Journey Mapping, and what it means to hospitals and health systems. Sometimes known as journey mapping or even the "online patient experience," we discuss the concept in depth, then review an article on the Customer Experience Value Chain and use that framework to apply the concept to the health industry. Lastly, we face off in a Touchpoint/Touch-Counterpoint, arguing the validity of journey mapping.

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