As the traditional limits of healthcare marketing expand into the digital space, there are more opportunities to be creative and engaging. That’s what makes an event like the recent two-day New England Society for Healthcare Communications (NESHCo) conference so important for our industry.
Exchanging trends and sharing results in a time when more ideas are being embraced and marketing investment outcomes are more measureable will continue moving the industry forward. Here are three timely presentations that really resonated with us.
1. Making Every Moment Matter When Delivering Customer Experience
There are numerous “little moments” of care in the delivery of healthcare. To improve employee engagement and the patient experience, Hartford HealthCare launched “Every Moment Matters”, an internal employee campaign aimed at making moments like these come to life. The campaign integrated digital tactics and large-format graphics into internal communications to make employees feel recognized and let patients know there are caring, compassionate staff members at every turn.
Consider these facts when evaluating the importance of this initiative:
82% of healthcare consumers expect an exceptional experience.
Patient satisfaction starts with an engaged workforce.
It takes 12 positive experiences to make up for one bad one.
The lifetime value of a patient is $1,400,000.
The five critical steps of implementing an internal employee program include:
Conduct input sessions, interviews and surveys with stakeholders from leadership, HR and marketing to ensure a shared vision.
Conduct an audit of all internal messaging through focus groups, surveys and “listening tours” to evaluate needs and opportunities.
Discover what is true about your organization, evaluate what attributes are relevant to your audience and determine what is unique in the marketplace.
Execute your campaign by developing a nomination process and leveraging all possible channels.
Evolve from “campaign” to culture.
Presented by Amanda Nappi (Hartford HealthCare) and Reem Nouh (Adams & Knight)
2. Jumpstart Your Physician Communications to Drive Relationships and Referrals
With the right content, media mix and frequency, hospitals can create effective physician communications that strengthen relationships, drive more referrals and retain talent. Develop your physician content strategy by conducting your own physician research to learn what types of content, delivery and frequency work with each of your physician audiences.
Start by understanding the information that providers most value, including:
New programs and capabilities
Resources for referring providers
Here are the channels of communication medical staff prefer for system provider-focused publications:
75% prefer email and 25% prefer print.
A strong majority prefer consistent monthly frequency; a smaller segment prefer quarterly distribution.
They are less likely than other staff to check the hospital’s intranet on a daily basis for new information.
Here are the channels of communication referring physicians prefer for system provider-focused publications:
They respond best to multi-faceted communication approaches, including introductory visits to their offices by specialists, on-site CME programs, peer networking and new technology updates.
They value regularly-scheduled newsletters sent via email and/or printed publication.
They prefer that messaging be combined in a single publication rather than be sent piecemeal.
The majority prefer a publication on a quarterly basis, with the remaining physicians equally spilt between 6x and 3x frequencies.
Presented by Emily Cittadine (GLC)
3. Learn from These Healthcare Website Redesign Tips
Website redesigns are a hot topic. Sixty-eight percent of hospitals surveyed either just completed a web design in the last year, are currently in progress or are in the planning stages.
The results can be striking. After their new website launched, Sturdy Memorial’s annual organic search traffic increased by 199%, their web traffic increased by 116% and their mobile traffic increased by 220%.
With digital marketing and technology moving at such a fast pace, expectations for web experience are now set outside healthcare.
The most common goals cited for a website redesign are:
Increase consumer engagement and patient recruitment
Improve patient satisfaction
Need for responsive design
Enable content management
Establish and document your strategic goals in advance. Use your current metrics in this process.
Everything starts with content. It’s the “secret sauce”.
Position providers as experts. One approach that works is to find service line clinical studies and then get doctors to make comments.
Look at what other hospitals are doing and call them. Explore general website trends.
Make the website redesign the #1 marketing priority.
Engage key stakeholders for input.
Keep the internal web development team small.
Presented by Ben Dillon (Geonetric), Patrick Kane (Cape Cod Healthcare), Rowan Muelling-Auer (Rutland Regional Medical Center) and Chelsey Boyle (Sturdy Memorial Hospital)
Rochester Regional Health was willing to challenge that notion recently when they asked us to build and launch a new brand campaign.
Rochester Regional Health (RRH) is comprised of five hospitals in and around Rochester, N.Y. They employ 16,000 people and have built a reputation of excellence in several areas, most notably cardiac, cancer and neurosciences. The system was formed in 2014, so the brand is relatively new even though the member hospitals are well-established.
In exploring RRH brand attributes and comparing these against their main competitor, distinct points of differentiation to build upon emerged. RRH sees itself as the healthcare system of the future, a claim substantiated in a variety of ways, including highly advanced medical techniques and a progressive commitment to environmental sustainability.
Our role was to clarify this brand vision, build a new brand platform, design fresh creative elements and build an integrated campaign of traditional and digital elements to launch in February 2018.
We were asked to be bold.
With a new brand positioning statement hand – “Consumers that seek a forward-thinking innovator choose Rochester Regional Health. Designed for changing times, Rochester Regional Health is keeping `ahead of the curve’ through clinical excellence, new ideas, patient involvement and anticipating patient needs keep.”– we went to work developing a tagline.
A great tagline needs to do two things: Capture the essence of a brand and create an immediate understanding of “what’s in it for me” for the target audience. The new tag line, “Next is Now”, accomplishes both of these while offering a powerful stage for creative ideas and initiatives. By building out an integrated “Next is Now” campaign, we were able to turn a simple tagline into a true brand platform that will power all of RRH’s future marketing initiatives.
“Next is Now” launched in multiple phases. Teaser elements worked to stir interest in the campaign while building up to a dramatic reveal during the Super Bowl with a :30 television spot that aired regionally. We kept momentum going with an agile digital media buy that included smart programmatic placements, as well as creative placements on social media channels such as Facebook and YouTube. NextisNow.org serves as the online hub of the campaign.
What’s Next for “Next in Now”?
The “Next is Now” campaign will continue to evolve through messaging and design concepts built around RRH’s technological and procedural advancements, as well as inspiring patient stories. To stay true to RRH’s position as a healthcare system of the future, EVR is already looking toward what’s next for “Next is Now”.
The New Year is here and that means it’s time to revisit marketing budgets and decide how to deploy those precious advertising dollars. Here are five key campaigns you should prioritize when rolling out your 2018 marketing strategy:
Primary Care: Primary care doctors are the concierges of medical care, directing patients to specialists and other healthcare institutions when additional care is needed. That means they have a major influence over patients’ decisions about where to go for care. Interestingly, marketing toward PCPs is often overlooked when establishing a hospital marketing budget – and that’s unfortunate when you consider they are among the most important drivers for a hospital’s business growth. Ideally, you need to dedicate some of your marketing budget to helping local primary care providers understand your brand, mission and quality measures so they can feel confident recommending your hospital to their own patients.
New Movers: Yes, longtime community residents are important for your hospital’s bottom line as well as its future growth, but many have developed some loyalty to your competitors and “wooing” them away can be difficult. You’ll have more success building market share by reaching out to people who’ve just moved into your community and have not yet developed strong connections to local healthcare providers. Making a special effort to attract them to your hospital and its providers can deliver a much higher ROI for your marketing dollars.
Top Service Line: Much of your positive reputation is driven by the quality care provided by your top one or two specialties. Not only do these service lines generate a considerable portion of your facility’s revenue, they also help build up the institution as a whole, conferring a certain status that helps build brand and attract community support. Directing a dedicated portion of your marketing resources toward promoting these service lines means an enhanced reputation and continued growth.
Employee Recruitment: Just like last year, 2018 is expected to be a year of tremendous staffing shortages at all levels of healthcare. Developing a compelling and targeted campaign to attract workforce candidates should be at the top of your marketing to-do list. From effective digital strategies to job fairs, identifying and targeting the best prospects and then engaging them through the hiring process can be a time-consuming and costly exercise. Keeping the existing staff engaged (see below) and happy means less turnover – and that means major savings.
Internal Audiences: Truly successful organizational branding requires “buy in” from all levels of staff as well as key stakeholders. It’s a problem area when you consider that Gallup’s recent State of the Global Workplace report shows that “just 15% of employees worldwide are engaged in their jobs.” When your staff and board are excited about the organization and the work it’s doing, there’s a “trickle down” effect that builds momentum and drives future growth. Internal branding promotes greater satisfaction and loyalty among employees while also creating word-of-mouth promotion that builds positive community awareness. The goal here is to align your core objectives with the goals of your staff and stakeholders to activate the brand on a more personal and emotional level. Truly invest in activities that help your key personnel understand and feel motivated by your hospital’s mission and objectives.
2018 is poised to be a year of increased competition for healthcare facilities across the U.S. To build your hospital’s bottom line and fuel its future growth, you need to start early and plan well.
EVR Advertising has more than 25 years of experience in healthcare marketing. Let’s talk about how we can help you gain a greater share of the marketplace. Send us a note at firstname.lastname@example.org.
When you allocate your marketing resources, is it merely a rote exercise of updating last year’s numbers or are you seriously taking a fresh look at channels and considering changes in the modern marketing landscape? Because healthcare is more consumer-oriented and “retail” than ever, a change in tactics may be necessary to reach and influence consumers.
If you are in need of a change, start by adopting an “Agile Marketing” approach to your spending, which means continuously measuring impact and calibrating tactics to improve results over time. Be prepared and willing to shift marketing tactics on a dime. The hallmarks of Agile Marketing are responding to change instead of following a plan, ongoing testing and measurement, and making rapid tactical adjustments when appropriate.
Think about the following rough guideposts for allocating resources when you prepare your next marketing budget.
Marketing systems: 10% The wave of successful marketing is based on the modern techniques of customer data tracking, marketing automation, marketing analytics and ROI measurement. To execute these well, the proper tools must be in place and ongoing investment must be made. The basic platform is an effective CRM, including the right focus and effort in its implementation. Without doing this well, you have no chance to move to the next step in today’s online marketing environment. With a good CRM in place, marketing automation and customized personal consumer marketing is now possible. If you are starting from scratch, budget in small increments over the next 3-5 years for a realistic implementation plan.
Traditional outbound advertising: 25% Brands are established over a period of time, so smart marketers target messages to every level of the buying process. When meeting the brand, consumers may not be ready for a “two-way relationship”. With their extensive distribution and sizable impressions, traditional channels – TV, radio, direct mail, sponsorships and yes, even print – are well served to deliver the invitation to first meet the brand and then build upon top of mind awareness. Advancements in technology now make it easier to consume these traditional channels in more ways than ever before.
Online/Digital Marketing: 35% We are moving away from a dominance of outbound interruptive marketing to inbound marketing driven by online consumer engagement. This calls for a change, from the broadcasting of clinical service messaging to delivering interesting and relevant content that gives your audience a reason to engage with you and ultimately call you when in need. It all starts with content focused on the patient and healthcare consumer. As challenging and labor intensive as it may be, the future of the organization is at stake. This means the marketing plan, the strategy, the tactics and the messaging all change for this lane of communication. You must deliver the right content at the right time to the right person.
Public Relations/Social Media: 20% Modern PR does more than enhance the image of a company and raise the awareness of the brand. It capitalizes on the digital space and plays a significant role in the inbound marketing strategy. In addition, PR is now clickable, downloadable, interactive and measurable, making it possible to prove ROI on earned media.Thanks to a lack of manpower and a need for advertising dollars, traditional media outlets are also allowing brands to have more digital influence than ever before through native advertising, making it another opportunity for brands to give promote their image and create conversation.The digital age has not only forced traditional media to re-invent itself, but it has pushed brands to change the way they communicate through social media. These seismic shifts in communications have changed public relations. Today’s healthcare consumer wants to be engaged in social media channels. “We only do social media sporadically.” is no longer acceptable. If you are not where your audience is, you will lose.
Research: 10% Market research is daunting and can be a lot of work and money. But the benefits it offers are essential. Why would we would be willing to invest thousands of dollars in a campaign, but not commit to learn whether this investment is effective? Research takes the guesswork out of marketing and gives you data you need to plan and execute successful marketing initiatives. Don’t make research a once-in-a-while thing. Make an annual commitment to ongoing market research by reserving a percentage of the budget for it every year.
Near-constant change in healthcare brings challenges and opportunities. To be successful, marketing professionals must adapt and lead proactive management of change. Here are four advances happening in healthcare marketing to consider in your strategic marketing planning:
1. Personalization and Engagement
Modern marketing delivery systems are sophisticated, offering consumers access to more channels of communication than ever. Contemporary healthcare marketing methods identify user interests and deliver timely, personalized and relevant content on a one-to-one basis. It’s about delivering the right message to the right target at the right time, starting a conversation and developing a relationship.
Social media is leading the way in personal conversation, creating an open dialogue between patients and healthcare providers, and generating trust and advocacy among loyal consumers.
The emergence of CRM and marketing automation platforms are fueling ongoing interactive personal engagement after the online “handshake” has taken place. When managed well, these platforms encourage two-way communication, offer a personal brand experience and stimulate brand preference.
2. Digital Marketing
In general, the healthcare industry has been slow to adopt digital marketing strategies. Healthcare marketers need to push for more focus in this area.
84% of patients use both online and offline sources for hospital research.
77% of patients use search engines prior to booking an appointment.
44% of patients who research hospitals on a mobile device schedule an appointment.
Search drives nearly 3x as many visitors to hospital sites compared to non-search visitors.
Patients primarily search on symptoms and condition terms prior to the moment of conversion.
For starters, your website must perform as a robust marketing platform. An Adobe Marketing Discovery survey found that 88 percent of interested consumers will follow up that interest by going to the company website and 62 percent will move on from if the website doesn’t meet their needs.
The impact of mobile devices on marketing strategy is staggering. According to an Ofcom survey, laptops and smartphones are ahead of desktop computers when it comes to internet use. Google responds to search requests using a mobile-first algorithm. Not only do you need to make your website responsive and that your content is readable on mobile devises, you must approach all campaign planning with a mentality that includes mobile access as a core element in the customer journey.
Retargeting tactics allow for the display of digital ads to individuals after they have indicated an interest in your website or content. Digital user profiles empower personalized messaging that is more effective in generating interest and response.
Programmatic digital media buying can produce greater ROI effectiveness by drawing on real-time data and messaging to reach very specifically defined on-line users. Programmatic buying will soon account for the majority of digital advertising spending.
3. Quality Content is King
The Internet is healthcare marketing’s front door. Patients are looking for information they can use in their everyday lives and share with their networks. However, with increased online competition for the attention of consumers, today’s content must be fresh, interesting, reliable and share-worthy to cut through the clutter.
Effective content sets up a call to action (CTA), such as downloading a heart health checklist or taking a quiz on proper eating habits, that creates further engagement and loyalty.
Video content continues to grow in popularity and the statistics are staggering. For example, 46 percent of users take some sort of action after viewing an ad, 88 percent of viewers share videos with others and enjoyable video ads increase purchase intent by 97 percent. Numbers like these go on and on. Contemporary healthcare marketing can share stories by way of video content, including live streaming video on websites, blogs and by way of social media platforms. The advantages include timeliness, immediacy and educational impact.
Consumers have begun to take a more active role in their healthcare experience and seek options until they are satisfied. The increased financial stake they face and the availability of online information incentivizes them to use research to guide their treatment, provider and hospital decisions. Furthermore, the informed consumer is inclined to post ratings, comments and recommendations online.
A McKinsey study found that patients have the same expectations from healthcare companies as they do from non-healthcare companies. Patients expect both types of companies to:
We recently attended the 2017 NESHCo conference (New England Society for Healthcare Communications) and heard some great thoughts and ideas about communicating with consumers in our rapidly changing healthcare marketplace. This year’s theme was “Navigating Today’s Healthcare Environment,” and here are some takes on relevant issues that caught our attention.
1. Pricing – Consumers are placing more importance on payments and cost messaging, but they don’t understand how healthcare pricing works and don’t feel like they have any control. Patients are exposed to “generic narratives of pricing” due to variances among providers and insurers. Consumers are also getting inconsistent information about the relationship between value and quality.
(Paul Griffiths, MedTouch and Robert Wasserman, Hallmark Health)
2. Customer Journey Mapping – Journey mapping informs marketers about the touch points that most influence consumer choice and what the ideal customer activation and acquisition experience looks like. It all starts with understanding customer personas and how to tell stories that help engage with them at their “moments of truth.” Journey mapping that delivers strong ROI requires a collaboration between marketing and operations that ultimately creates repeat customers and brand advocates. Today, more often than not, a customer’s healthcare journey begins online. The important factors of the consumer process to understand are:
(Carla Bryant, Corrigan Consulting)
3. Understanding Consumer Emotion – Science shows that the part of the brain that controls emotion reacts at a much faster pace to pictures, colors and emotions and that these impressions produce better memory recall. Women make the majority of health care decisions for others (59 percent), but they often lack confidence in the decisions they are making due to hectic schedules, lack of reliable information and a general sense of distrust in the industry. So we must become more relationship-based in our efforts … the “Know-Like-Trust Factor”. Ways to do this include:
Personalizing physician bios
Making consumers feel empowered
Making social media authentic, empathetic and interesting
(Kirsten Lecky, Writer Girl)
4. Campaigns – To set key performance indicators (KPIs), start with clarifying the purpose of the marketing campaign. What is the strategic initiative? Is it in response to a competitive threat? To increase capacity? Clarify KPIs in terms of new patients, patient retention, physician recruitment, etc. Executing a quality campaign takes time, so give it the commitment it needs. Content is still most valued by healthcare consumers.
(Paul Griffiths, MedTouch and Robert Wasserman, Hallmark Health)
5. Content – Start by gathering relevant information based on the target audience, then establish tone and POV. Appoint “blog champions” within the organization. Commit consistent time and resources. Increase the content life cycle by telling captivating stories that retain value and can be retold. Engaging content survives many uses. Focus on what your patients and providers are talking about. A Hallmark Health blog about a patient who overcame an opioid addiction led to a 258% increase in readership from the previous month.
(Paul Griffiths, MedTouch and Robert Wasserman, Hallmark Health)
6. Big Data – People are still stumped by digital media. There is the “creepiness” factor and misconceptions about the difficulty of HIPPA compliance. CRM is used for population health, patient education, predictive modeling and target segmentation. Its adoption is driven by the size of the enterprise. When utilized, it enables engagement, e.g., medical records, billing records, class registrations, website/campaign data, personas, demographics, etc. Some health systems are using digital metrics to segment their direct mail lists based on those who are most likely to read their newsletter.
(Theresa Komitas, KishHealth System and Eric Silberman, True North Custom)
In a previous blog, “Does Cost Matter to Healthcare Consumers”, we cited the lack of correlation between access to healthcare price information and spending less on medical procedures. The reasons for this revealed that much work remains in changing the culture of price transparency and how consumers can best use this data to make better, more informed decisions.
Some people are inclined to pay a higher price because they believe this means higher quality. Others will not, choosing to be largely influenced by price alone. And still others will fall in-between based on the procedure needed, their value system and their financial status.
The fact is, spending is not necessary highly correlated with quality. One of the key reasons for this is that price of the same service varies so much across healthcare institutions. Medicare payments are adjusted based on a variety of factors, including geography, medical education costs (e.g., teaching hospitals) and the share of caring for indigent patients. In the case of private insurer reimbursements, variation is due largely to negotiations with providers. Notice that the term “quality of care” is noticeably absent from the factors affecting price listed here.
So how do we treat price when marketing healthcare services?
The same way all other marketers do when they are avoiding the pitfall of competing on price … promote value. When healthcare consumers recognize positive experience and outcomes (quality), these factors can become more important than price.
Value is defined by this intersection of price, experience and outcomes. And it has the potential to make an everlasting imprint on your brand identity in the eye of the healthcare consumer. But to do so requires delivering consistent experiences and communicating meaningful information on outcomes.
With the healthcare industry headed more and more toward a consumer-centric (bordering on retail) model, the same consumer behavior we have seen in markets for other products and services will continue to emerge. Therefore, deciding where you fit into this positioning model and how you will communicate this positioning is not an option. It has become a marketing imperative. Your brand will be defined by it.
So how do you approach this process?
All senior management needs to become aware of this brand positioning paradigm and prioritize it as a major hospital issue.
Market research should be undertaken to understand the local healthcare consumer market, the value system in place and the decision-making process. This task is too important and impactful to be based on opinion and guesswork.
A roadmap must be designed to guide how each of these three key brand elements – quality, experience and price – will be communicated, both individually and as a whole.
No approach to any of this will be perfect. For example, the quality message is currently communicated in a variety of often confusing, ways. Click here for our Quality Measure blog. Defining quality based on an award is a common practice, but the impact can be diluted when there is no context around the award.
Deal with this and other similar interpretations in the same committed manner you approach any other challenging topic or project. Devise a communications plan that a collaborative group agrees is best and further challenge it for any holes that may be distressful. Then run with it, invest in it and be consistent. Like any brand communications campaign, success will be a function of personal investment, time and funding.
Without this plan to effectively communicate quality and experience, you can be sure that price and out-of-pocket expense will become the market equalizer.
Your pricing and outcomes information is generally available now. And word-of-mouth is already playing a major role along with published measures in your patient experience reputation. Quality is communicated in a variety of random ways. If you haven’t already, it is now time to step up with a plan to lead public perception with a messaging plan that helps consumers make sense of all of this and differentiates you in terms of your own excellent brand dimensions.
Don’t wait until it’s too late. If you do, you’ll be chasing your competitors.
We’re an integrated marketing agency in Manchester, NH with a noted flair for creative and a firm grasp of metrics. That allows us to build campaigns that position you to stand out in the marketplace and produce measureable results. Our goal is to help you grow and succeed.