Healthcare Consumerism: The Trends that Can't be Ignored
To maintain a competitive advantage, healthcare leaders must be on the front lines of making changes necessitated by current consumerism trends.
Achieving Excellence
in the Era of Healthcare Consumerism
Achieving excellence in the era of healthcare consumerism has become a key driver to success as consumer expectations are extending from their everyday retail experiences into the complexities of healthcare. This creates a new set of expectations, but also great opportunities to meet healthcare consumers where they are – understanding their needs, expectations, realizations…to drive passionate, loyal advocates of your healthcare organization.
Endeavor provides the expertise, framework, and tools to enable healthcare organizations to succeed by staying ahead of the healthcare consumerism curve. We pioneered experience mapping in the early 90s and now move into a era where those tools are still relevant with new adaptations such as out of industry benchmarking and advanced data modeling.
Our Latest Healthcare Consumerism Insights
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Healthcare Consumerism: Strategies for Attracting Today's Empowered Consumer
Empowered patient-consumers have unprecedented choices, access to options, and tools to make informed decisions. They are more active in their willingness share feedback about their experiences, participate in decision-making about their health care and evaluating choices available. Learn tips for meeting the needs of empowered consumers through authentically engaging with them in new ways.
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Healthcare Consumerism: How it Impacts Physician Relationship Management
Physicians are consumers too, and in many ways, their expectations align with those of patients. Learn best practices for building the infrastructure to meet their expectations
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Consumerism in Healthcare: Why VOC is at the Core [And How to Listen Better]
How to achieve results is through obtaining in-depth understanding your customers’ experiences by capturing the voice of the customer.
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Get Started: Healthcare Consumer Journey Mapping
This video introduces the Agile Action Process we use to design transformations in organizations.
How Endeavor Helps You Stay Ahead
of the Healthcare Consumerism Curve
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Experience Excellence
VOC and the experience provided represents one of the best opportunities to attract new patients and retain current patients. Today’s healthcare consumers are:
- Less loyal to traditional brands
- Trusting of online reviews
- Quick to share their experiences with others
- Inpatient with waiting and lack of care coordination
- Looking for convenience and respect for their time
- Expecting a personalized, empowering experience
Read more about Endeavor’s approach to experience management.
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Marketing Strategy
Successful healthcare marketing strategies evolve with the market and consumer demands, and this has never been truer than now as healthcare consumer expectations are rapidly changing.
We help you bridge the gap between knowing that change is needed, and putting an evidence-based, effective strategy in place to get there.
We also bring to the table best industry practices from working with many of the most recognized and well-regarded healthcare organizations in the country.
Learn more about healthcare marketing strategy.
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Operational Excellence
The era of healthcare consumerism demands operational perfection – or at least close to it. From patients to physicians to regulators, everyone expects your hospital to run flawlessly every minute while maintaining quality, timely and personalized care.
We recognize how daunting this challenge is, and have the tools and experience to help healthcare providers meet these demands. Through a systemic approach to operational excellence, we help you address your most pressing issues and address operational needs holistically
Read more about becoming operationally excellent.
Resources for Staying Ahead of the Curve
in the Era of Healthcare Consumerism
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By the Numbers Strategy
Benchmark against your peers with this unique tool which shares data related to strategy departments.
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By the Numbers Physician Relations
Benchmark against your peers with this unique tool which shares data related to outreach, marketing and operations.
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Facilities Launch Program Options
We've launched over 50 locations with budgets from $250k to over $1M. We have the ideas you need to make launching new facilities and market expansion stand apart from the crowd.
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Perspective-Taking in Addressing Health Disparities in Health Outcomes
Addressing health disparities in health outcomes for groups that have experienced discrimination is an important priority for every healthcare provider.
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Agile Culture
The ”technical” process and “people behavior” partnership As the “Agile Culture” revolution has evolved, not surprisingly, there has been an intersection between where the “technical process” factors meet the...
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Successful Facility Openings
Avoid the traps of opening a new facility -where the timelines are aggressive, the stakes are high, and mistakes are painfully conspicuous.
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Transforming Healthcare Call Centers
Transforming your healthcare call centers means aligning data, technology, and storytelling to create a memorable patient experience.
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Grow Physician Referrals: Creating Enchantment
For over 30 years, Endeavor Management has worked with academic medical centers and integrated delivery systems to grow physician referrals. Our approach includes referring physician experience...
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Optimize patient communication through segmentation
Intuitively, most managers and analysts know that patient and customer segmentation is critical to drawing out insights from preferences and behaviors. However, before leaping into the process of...
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The Essential Role Of Leaders In Internal Communications
Healthcare systems must arm their leaders with the story of their organization. Your narrative should always point to the organization’s goals while also bringing its people forward into the...
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How Digital Marketing is Leading the Way to the Perfect Patient Experience
Digital marketing in healthcare is not only the wave of the future and how we engage with each other, but it is also the future of comprehensive patient care and overall satisfaction.
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Increase Your Physician Marketing Budget
Increase your physician marketing budget. With a little more intentionality and the financial resources to back it up, empowering your marketing teams to reach physicians will grow your clinical...
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Successful One-to-Many Physician Outreach
One-to-many physician outreach tactics can successfully be low-touch and high-tech and still meet physician needs. And they come with the benefit of being lower in cost and time requirements than...
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Building an Authentic Voice to Create Community
Building an authentic voice to create a community of customers.
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Developing a Data-Driven Approach to Evaluating Your Quality and Safety Resourcing
Learn more about the NAHQ Quality and Safety Benchmarking Program*, which provides meaningful data to healthcare leaders looking to develop a data-driven business case for quality and safety...
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Need Proof Your Healthcare MarCom budget is under resourced
See how your healthcare MarCom budget stacks up to other industries. This easy to use PDF shows your MarCom budget as a percentage of revenue - and how that stacks up compared to other...
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Introducing Diane Biery, MD
Dr. Diane Biery is a physician-executive with more than 20 years’ experience in a variety of healthcare leadership roles transitioning to a consultant role to assist organizations to bring...
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Helping your healthcare organization thrive through the changes
PART FOUR Hospital Systems are going through a restructuring whether they intended to or not. Patient, physician, and employee expectations as well as the impact of the global pandemic have all...
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Restructuring the way you engage with physicians
Physicians are paramount to the success of a hospital, yet few resources are given to partnering well and ensuring physicians are happy within the organization.
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Common pitfalls leaders make in addressing healthcare staffing shortages
Common pitfalls we see healthcare leaders make in reaction to the changes taking place in nursing.
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Reconsidering the Healthcare Business Model
A structural change has been taking place in American Nursing for some time now. With all these changes, it seems inevitable that nursing is restructuring, and hospitals need to rethink their business models to match the trajectory. At Endeavor,...
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Taking Action on Hospital Rankings
Charged with taking action on hospital rankings? This presentation highlights some of the things we've learned over the years to maximize your efforts in building better outcomes, resulting in...
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Keys to Opening a New Hospital
Looking to expand access by opening a new hospital? What are the keys to success? We outline our proven approach using transformational principles in this presentation.
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Branded Experiences
The alignment of Brand, Operations, and Culture is key to delivering the ideal experience. We have the creative firepower to take you all the way – from understanding what moments will...
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Keys to Opening a Healthcare Facility
Are you opening a healthcare facility? We have the team who's been there and done that. Successful healthcare facility openings require a specialized set of skills - with tasks compressed...
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Fundraising Stories Worth Investing In
What do all successful fundraising efforts have in common? Stories worth investing in. Our "creative cousin" RTRN Strategy highlights how their fund raising know-how and agile creative deliver...
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Level Up Physician Relations
Are you looking to increase your referring physician volumes? Many healthcare organizations fail because they're not tackling outreach AND marketing and operations effectively. Our proven...
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Points to Consider to Ensure that your Health System Expansion Plans are Successful
You only have one chance to make a great first impression with new audiences; how can you make sure you hit it out of the park? Endeavor Management believes that there is a strategic advantage in...
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Keys to Align Marketing and Physician Outreach
We aligned marketing and physician relations to achieve a three percent increase in market share in one fiscal year. Here are the keys to align marketing and physician relations.
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By the Numbers: MarCom Benchmarking Overview
Looking for healthcare MarCom Benchmarking statistics? Want to compare your budgets with those peers of your choosing? Look no further - the By the Numbers: MarCom benchmarking program was...
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PMO Overview
What's a PMO or program management office? What's the difference between a project and a program? How do you set up a Program Management Office? These discussions are covered in this presentation.
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Adopt vs Deploy
There seem to be several different kinds of implementation approaches that that have been used by companies over the last 10 years. Results of these approaches have been decidedly mixed… from...
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Blueprint For The Future
Getting the organization aligned about large scale transformational strategy requires strong communciations tools. This Blueprint sample was created in sample form to demonstrate one of the ways...
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Why Should Healthcare Concern Itself with A Digital Front Door Strategy?
The fast-changing landscape of the pandemic has taught us that people want options, and if offered multiple ways to meet their needs, they will remain loyal to your brand.
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What in the World is Market Segmentation Doing in Healthcare?
Our expectations when it comes to healthcare are evolving to match experiences in other sectors of life like retail, streaming services, and entertainment. No longer satisfied with the hospital...
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What is Consumerism in Healthcare and Why Does it Matter?
As people have had more exposure to innovative brands and companies in other areas of their lives, they have begun to expect similar standards of ease, access, customer experience, and choice in...
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How to Leverage the Power of Your Team
The vast majority of success in organizations today is accomplished through teams. This webinar showcases Endeavor's view.
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Omnichannel as a Healthcare Game-Changer
Staying competitive in today’s healthcare environment requires that leaders re-think how their organizations engage patients. Patients, especially younger segments, expect a multi-touchpoint...
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Consumerism in a Post-Pandemic World
Companies are having to adapt faster than ever as business, healthcare, and consumer trends evolve. Chief Growth Officer at Endeavor Management, John McKeever joins us to talk about what we can...
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Endeavor Can Help You Reach Tomorrow's Physicians Today
See how Physicians are engaging online and how you can best reach them.
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What to Expect From Your Executive Coach
Whether part of an organizational perk or an effort you undertake on your own, what should you expect from a coaching engagement?
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How the Nation's Most Recognized Systems Spend Their Marketing Dollars...and Why It Matters to You
Peter Miller and John McKeever share how the Marketing and Communications Benchmarking program can advance your marketing strategy.
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EXECUTIVE COACHING - What it is and why you need it
Executive coaching has previously been seen as a “perk” reserved for the highest levels of leaders within an organization. With the demands of the business world and the substantiated...
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By the Numbers MarCom Benchmarking Dashboard
This walk through provides a step by step guide to how to enter and review your data in the dashboard.
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Women's Services Case Study
In this excerpt, Mary Anne Graf and John McKeever share their case study working with Texas Children’s Pavillion for Women. In this piece,the elements, steps and outcomes on this journey in...
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Stay Ahead of the Healthcare Consumerism Curve
Are you looking to stay ahead of the healthcare consumerism curve? What are the key things marketers can do now to bring core consumerism concepts into their organizations? We share our...
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Fernando Gutierrez
Profile in Leadership
Barbara Stewart with Endeavor Management interviews Fernando Gutierrez , Chief Executive Officer of Tachyus , who share s his insight s on leading cultural change at Tachyus . from...
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Level Up Your Digital Strategy with Omnichannel Thinking
Healthcare organizations who need to think differently about their digital strategy are stepping outside the industry and tapping into experiences that are leaps beyond healthcare. Get your...
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Strategy Development in an Ever-Changing World
What differentiates a great strategy from a mediocre strategy? Excellent implementation! Strategic change requires a totally aligned organization to gain an excellent strategic outcome. Strategic...
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Contact Centers Where We Go From Here
Contact Centers - where do we go from here? Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work...
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Physician Portal Strategy
How can you move beyond clinical communications to leapfrog the competition in your physican portal strategy? Today's environmental makes physician engagement so critical - especially in the...
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Getting the Most Out of Diversity
World class organizations constantly search for ways to demonstrate the value of Diversity and Inclusion (D&I) in achieving business objectives. In this webinar you learn how to leverage...
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Intersection of Patient Experience and Marketing
In this panel discussion, moderated by Chris Hemphill at SymphonyRM, our own Steve Wood and client Katie Daggett from Texas Children's share their perspectives on how today's patient journey is in...
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Healthcare Call Center Benchmarking Program Fact Sheet
How do you allocate call resources across people, process and technology? How do you compare to your true peers? How can you build the case for more resources? This landmark benchmarking study, brought to you by Cleveland Clinic and Endeavor...
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Healthcare Agile Action Workshops
We've developed healthcare agile action workshops to support an organization's efforts to quickly elicit the input and gain the buy-in from cross functional groups. In this presentation, we...
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Endeavor SOaR Webinar
Struggling how to lead through this involuntary transformation? Barbara Stewart and Greg Pool, PhD, introduce Strategic Organizational Renewal (SOar) PlayBook as part of our e4 Transformation model.
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Integrate Claims Data with PRM
In this presentation, we review how to integrate claims data with PRM tools like Salesforce.com.
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No Patient Left Behind
This presentation (No Patient Left Behind) was delivered with Memorial Hermann Healthcare System. We highlighted the advantages of real-time feedback tools. Through our Patient360 Dashboard, we...
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Endeavor Healthcare Overview
If you're looking to become or remain the chosen provider, Endeavor Healthcare has a 50 year track of record of using the Voice of the Customer to align marketing, operations and culture in unique...
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What to Consider When Hiring a Coach
Who supports you? As a leader in your organization, you are getting the business back on track while simultaneously figuring out the new path forward for the business. Wedged into your new...
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Patient Lifetime Value
This article will address - Lifetime Patient Value (LPV) – which measures the value that patients can bring to healthcare organizations, such as hospital and cancer treatment systems, that...
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Case Study: Agile Marketing Communications
Unlike most highly visible touchpoints that take weeks to plan, produce, and deploy, this commercial needed to be created and implemented within a week. To make this happen, Endeavor facilitated...
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The Power of Consumer Insight During a Time of Crisis
As we are all learning to navigate this new normal, many leaders and marketers are faced with the uncertainty of what customers and want and need – there’s a lot of power in consumer insights...
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Dispersed Work Teams? How's it Working Out?
Now that several weeks have passed, it would be interesting to hear what good practices have emerged. From my discussions with colleagues and experience working virtually for the last 5 years...
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Prepare Now to Succeed in the Next Normal
So, we recommend that you and your colleagues take a few minutes each day to reflect on what you are observing and learning – about how you do what do and how your audiences are doing what they...
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What's Up With You? It May Be Grief
While originally born from work on the death of a loved one, what we have learned is this same cycle of emotions applies for any loss or change. Whether death, the loss of a job, the furloughing of...
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So Many People to Keep Informed, So Little Time
When it comes to organizing communications quickly across a number of groups, there's a useful process called stakeholder analysis. Stakeholder analysis is used to identify all audiences...
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Next Generation PRM Physician360
Next Generation PRM Physician360 is now available. Can your PRM do this? Can your PRM automatically import all payer claims data? Enable mobile expense tracking? Provide physician profiles...
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Envisioning Your Future
Our process and key tools to start your transformation - Envisioning Your Future - how to translate the vision into employee communications
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Consumer-Centric Patient Education
Consumer-centric patient education requires the development of insights and action across the entire consumer journey. In this presentation, we highlight how our proven tools and processes are...
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Getting Started: Healthcare Consumer Journey Mapping
The new era of healthcare consumerism is upon us. This video shares how we help organizations get started with healthcare consumer journey mapping.
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Consumerism in Healthcare: Strategies for Attracting Today's Empowered Consumer
Meeting the needs of empowered consumers demands authentically engaging with customers in new ways.
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Consumerism in Healthcare: Why VOC is at the Core [And How to Listen Better]
The experience provided represents some of the best opportunities to create patient loyalty and motivate patients to share positive stories with others.
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Consumerism in Healthcare: The Impact on Physician Relationship Management
Consumerism demands that physician relationship management encompass a variety of activities and integrate stakeholders that are impactful to referring physicians.
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Consumerism in Healthcare: The Trends that Can't be Ignored
To maintain a competitive advantage, healthcare leaders must be on the front lines of making changes necessitated by current consumerism in healthcare trends.
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Lifetime Patient Value
Lifetime Patient Value (LPV) – which measures the value that patients can bring to healthcare organizations, such as hospital and cancer treatment systems, that provide specialty and multi-specialty diagnostic and treatment services and...
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The Role of Consumerism in Healthcare [trends leaders should know about]
The role of consumerism in healthcare is making an impact with every interaction, in every phase of the journey.
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Agile Action Workshops for Healthcare
Endeavor's 2-hour Agile Action Workhops bring fresh healthcare industry insights and proven frameworks to tackle your challenges.
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Choosing the Right Partner: For Physician Relations Advisors
Physician Relations leaders frequently find themselves seeking the advisory services of partners and consultants for project-based resources. This white paper will explore how to get started in...
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Avoid PRM Failures
However, in many organizations, the technology solutions deployed are inadequate and the deployment fails. The primary reason most of these deployments fail: They are simply a repository for...
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6 Keys For Stand-Up/ Re-Positioning a Shared Service
Are you struggling with your organizational identity? Either starting or trying to refresh who you are and your organizational value? Here are 6 Keys For Standing-Up/ Re-Positioning a Shared...
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Physician Schedule Optimization Model
Use data science and our decades of experience to create your physician schedule optimization model. Models like these can help you uncover how your schedules are currently optimized and how...
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Physician Marketing: Facilitating Individual Physician Brand-Building
Learn strategies and best practices to engage physicians in individual brand-building, which is critical for growing volumes and reputation.
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An Experience Management Guidebook: Tools for Healthcare Leaders
A guide for healthcare experience management: common tools, buzzwords and when to use them as a catalyst for experience improvement.
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Transformational Change Leadership Course
Ensure your success by arming your leaders with proven fundamentals for transformational change leadership
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Physician Marketing Planning PlayBook
Learn components that should be included in a physician marketing plan, including best practices for content, messages, and channel.
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Hospital Rankings and Physician Marketing: What Physician Relations Leaders Need to Know
Learn what actions physician relations leaders can take to utilize physician marketing channels and influence hospital rankings.
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Building a Solid Business Case Through Patient Empathy
Through this webinar presented in collaboration with Froedtert Health and the Beryl Institute, learn how to uncover patient needs and use empathy for strategic planning and service line marketing.
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Building a Solid Business Case for Service Line Optimization
Re-configuring services line location is a growing need among most integrated delivery systems. Through this illustrative case study, we will explore how...
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Leading Practices in Medical Call Centers
In this white paper, we review the critical success factors for maintaining a highly successful contact center, ensuring each interaction enchants callers to schedule appointments, participate in...
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Experience Mapping for Advocacy
Experience mapping is an effective foundational tool that provides an in-depth understanding of the customer journey.I n this white paper, we review how to use experience mapping to understand and...
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Defend Your Healthcare Marketing Budget
Tired of having to defend your healthcare marketing budget? Through this annual benchmarking program, healthcare marketers are able to build CFO-worthy business cases and justify their spend.
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Patient Volume Modeling
Our approach to patient volume modeling provides insight for strategic decision making for marketing and operations. Using this tool, clients are able to understand their individual and comparative performance to prescribe the marketing and able...
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Physician Schedule Optimization
How can you meet organizational revenue needs while addressing physician preferences? In this presentation, we review our approach to creating an physician schedule optimization model that assembles and predicts the impact of schedule changes on...
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Optimizing Clinical Care Ecosystems
Providing the right care, at the right place, at the right time requires meeting needs throughout the continuum of the experience for patients, referring physicians and donors. In response to this growing challenge, we have created an approach to...
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Patient Volume Modeling
In this presentation, we review our approach to patient volume modeling for strategic decision making for marketing and operations. Endeavor's digital tool assembles, models and predicts the impact...
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Physician Schedule Optimization
How can you meet organizational revenue needs while addressing physician preferences? In this presentation, we review our approach to creating an optimization model that assembles and predicts the...
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Optimizing Clinical Care Ecosystems
Learn Endeavor's approach to helping clients provide the right care, at the right place, at the right time to differentiate not only on clinical excellence, but also on service and marketing...
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Patient Experience Benchmarking Program
There aren’t many valid data sources in healthcare for Patient Experience Officers to use and compare themselves to true peers. Justify your justify resources and how they’re used. Compare to peers of your choosing. All data is...
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Physician Advisory Boards
Physician advisory boards serve the purpose of increasing physician engagement and giving voice to physician perspectives. They provide strategic and operational insight to the physician marketing...
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Healthcare Operational Excellence: Driving Culture Change
In this presentation, learn how to drive sustainable culture change to reflect operational excellence and manage the risk and uncertainty of transition.
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Healthcare Operational Excellence: Business Management Systems
In this presentation, learn how incorporating the fundamentals of management systems can help reduce strategic risk and achieve operational excellence.
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Healthcare Operational Excellence: Ingraining Key Organizational Behaviors
In this presentation, learn how ingraining components of operational discipline can help change culture and promote doing "the right thing, the right away - every time"
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Healthcare Operational Excellence: The Big Picture Framework
In this presentation, learn how sound strategy and operational excellence can be used to drive industry leadership.
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Healthcare Operational Excellence: High Reliability Organizations
Learn how healthcare organizations can evolve to use new methods and approaches to become a high reliability organization in the face of increasing complexity.
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Referring Physician Engagement - Embracing Your Evolving Role
Given the tremendous demands on a practicing physician’s time in today’s world, what can healthcare leaders do to get them involved in a way that is meaningful, convenient, collaborative, and mutually beneficial? The key is a comprehensive...
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Embracing your Evolving Role in Referring Physician Engagement
Building relationships with referring physicians is paramount for healthcare organizations today—but sustaining those relationships can be a challenge. To master the challenge, leaders are...
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Which Part of Your Data Analytics Budget is Wasted?
You can improve the effectiveness of your data analytics investments. Here’s a good way to start. This webinar provides an overview of strategic decision analysis.
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Bridge the Gap between Patient Expectation and Experience through Marketing
Are you successfully using marketing tools like segmentation and personas to drive volume? In this podcast, Bill Sonn is interviewed by David N. Gans MSHA, FACMPE, Senior Fellow at the Medical Group Management Association. He talks about how we...
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Healthcare Quality and Safety Benchmarking Program Fact Sheet
How do you allocate resources for Quality and Safety? How do you compare to your peers? How can you build the case for more resources? This landmark benchmarking study, brought to you by Cleveland...
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Healthcare Government and Community Relations Benchmarking
How do you allocate resources for Government and Community Relations? How do you compare to your peers? How can you build the case for more resources? This landmark benchmarking study, brought to...
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Webinar - High Performing Emergency Departments: Managing Throughput
A hospital’s Emergency Department serves at the front door, and is a critical component of generating awareness and strengthening brand reputation. In this webinar, we provide a deep dive into a...
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User Testing and Website Redesign - 2017 PAMN Webinar
Does your hospital’s website really meet the needs of its users? Websites serve as the windows to our organizational souls, yet remain one of the biggest opportunities for improvement....
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SMART Emergency Department Benchmarking Survey
Our best practice Emergency Department benchmarking tool is used by national leaders in healthcare to assess their performance and progress. We now offer this tool via a free online survey and...
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High Performing Emergency Departments - Interdepartmental Collaboration
Emergency Departments face unique challenges related to managing an incredibly vast range of clinical needs and being required to collaborate with numerous other departments to ensure patients...
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High Performing Emergency Departments - Managing Throughput
Today’s emergency departments provide highly effective lifesaving care, yet the demands of managing high capacities and a wide range of clinical and mental health needs is overwhelming –...
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Enterprise Risk Management Program
“What is your risk profile and how are you reducing that risk over time? This white paper explores the complexity and critical success factors in developing an Enterprise Risk Management Program.
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Physician Relations Organizational Maturity
We outline Endeavor's approach to assessing physician relations organizational maturity and its importance in this white paper
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SMART Physician Relations Benchmarking Survey
Our best practice physician relations benchmarking tool is used by national leaders in healthcare to assess their performance and progress. We now offer this tool via a free online survey and PDF...
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Physician Relationship Management Capabilities
Ever wonder how leading healthcare organizations are able to keep referring physicians loyal to their programs? Grow referrals, enhance reputation and improve organizational performance. Gelb's...
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Effective Physician Relationship Management – The Holistic View
It’s no surprise that today’s hospitals and healthcare systems are increasingly focused on building and sustaining relationships with referring physicians. All are striving to deploy effective...
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Engaging Physician Alumni for Increased Referrals, Reputation and Resources
Hospital marketers and outreach teams face continual pressure for engaging key stakeholders such as patients, physicians, and donors. While there are a range of audiences important for affecting...
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Lean Six Sigma: Where does it fit within Operational Excellence?
LSS vs OE: Same Tools, Different Names? There seems to be a lot of noise and general misconceptions about Lean Six Sigma (LSS) and Operational Excellence (OE). Are they different terms for the same thing? Are they just different approaches to the...
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Lean Six Sigma vs. Operational Excellence
Lean Six Sigma and Operational Excellence - Are they different terms for the same thing? If so, which one is right for me?
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Evolve the Role of Physician Relationship Management in Today’s Healthcare Environment
In today’s healthcare environment, many hospitals and healthcare systems have embraced the need and opportunity to establish physician relationship management programs, most commonly referred to...
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Using KPIs for Tracking and Monitoring Physician Relationship Management
As healthcare organizations strive to build meaningful relationships with referring physicians and serve as a trusted partner when a referral need arises, it is essential to have a clear...
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Physician Pain Points - Access Survey Press Release
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Physician Pain Points - Access 2018 Infographic
Capturing and studying referral volume is critical in determining how to best meet community physicians’ functional and emotional access needs. However; few organizations have determined how best...
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Introduction to Stakeholder Analysis
Learn how to assess and address stakeholder commitment for successful rollouts using Stakeholder Analysis.
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Designing Effective Physician Relations Organizational Structure
How can you balance people, process and technology to optimize the structure of your physician relations organization?
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Behavioral Health Client Experience Management
In this presentation, we adapt traditional patient experience mapping techniques to meet the unique needs of behavioral health clients.
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Improving Patient Enchantment
In this presentation, Gelb and Emory share how they utilized a grateful patient donation to greatly improve patient enchantment.
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Healthcare Shared Data Products
Gathering meaningful data for strategic decision making can be cost-effective when sharing the results. We review 3 syndicated data products for healthcare marketing and physician relationship...
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OK for Healthcare Marketers to Say "No"
It's OK for Marketers to Say No Here's How When did we start defining strategy based on the loudest voices? For many marketers, this has been happening since the first marketing dollars were fought for – and has continued since....
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Marketing360
Want to be able to truly see the relationship between your marketing activities and outcomes? Do you often find it necessary to spent countless hours creating data visualization when there must be...
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Blitz User Testing
In this webinar we will share how to use website user testing to truly understand the needs of your key user groups and to build internal alignment for change. Through this webinar, we will...
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Why our Website Redesign Worked: Avoiding Disaster and Building Alignment
Websites serve as the windows to our organizational souls, yet remain one of the biggest opportunities for improvement. Digital experiences often reflect silos within our health care systems,...
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Get to Know Your Referring Physicians
In addition to advanced technology, latest clinical trials, and a team of liaisons, there are many other functional and emotional factors affecting physician referral behaviors. Most of these can...
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Gelb Announces National Physician Study
Houston, Tex. – (April 20, 2017) – A fresh perspective, and a new way to developing insights about referring physicians’ access to specialty medical care – this is the promise of this new National Physician Study – Relieving the Pain...
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Keys to Brand Architecture
Getting Simplified with Brand Architecture Maintaining a portfolio of brands is one of the toughest things for a marketing group – managing diverse styles, colors that don’t match, and graphics...
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Achieve Clarity in a Dynamic Healthcare Landscape
Take Big Data to Big Impact. Our Insights|360 solution will take your program to the next level. Going beyond data integration, we work with you to establish a solid measurement program that is in...
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Big Data to Big Impact
Take Big Data to Big Impact. Our Insights|360 solution will take your program to the next level. Going beyond data integration, we work with you to establish a solid measurement program that is in...
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Insights 360 - CRM Integration
Competing in today’s customer-focused environment requires a robust Customer Relationship Management system (CRM) that is designed to fit seamlessly within your business processes.
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5 Tips for Refreshing Your Strategic Marketing Plan
Leveraging our history of over 60 years in marketing research, we have created technology-enabled tools to help capture the voice of the market, customer and employee.
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Insights 360 - Voice of the Customer
Leveraging our history of over 60 years in marketing research, we have created technology-enabled tools to help capture the voice of the market, customer and employee.
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Segments and Personas
We had the privilege of leading this workshop recently along with SG2 and Roswell Park during the Annual PAMN Conference. This presentation outlines the importance and application of segments and...
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Experience Workshops - Transforming Insights into Action
Consider this common scenario: Your team has just received a wealth of information or feedback that will be highly useful for achieving your customer experience goals and improvement objectives....
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Physician Leadership - How Physicians Can Learn to Lead the Rapidly Changing Healthcare Industry
Physician leadership requires the development of specific skills that enable them to inspire followers, especially in the face of change. To embrace change means to look beyond “the way we’ve always done things.” Instead, leaders must...
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Taking a Marketing Lens to Address Patient Access
Preventative care can prevent or reduce more serious health problems for patients, and lower healthcare expenses for patients, hospitals and health insurance companies. A key to ensuring that...
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Healthcare Experience Management Overview
Understanding functional and emotional needs of various customers is critical. Gelb Consulting outlines our approach to discovering such and taking action. Our goal with clients is to create a...
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Optimize Your Marketing Efforts
Understand how best to optimize your marketing, communications and PR efforts. Our dashboard will integrate disparate sources to ensure you have the data to connect the dots.
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Access Strategy
Capture the results of your marketing and outreach efforts by focusing on access strategy. We impart best practices from healthcare and other industries to ensure your teams understand what's...
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Physician Outreach Strategy
Physician experience management requires a concerted effort to understand functional and emotional needs. In addition, monitoring that experience with real-time tools and PRM is the bellwether...
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Women as Healthcare Decision Makers
Women have been dominating healthcare decision-making in their families for decades. The United States Department of Labor estimates that women make about 80% of healthcare decisions for their...
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Get the Most from Your Physician Referral Data
In many healthcare systems, more than 50% of patients can be attributed to referring physicians. Based on our experience with the top AMCs and countless interviews with physicians, we have...
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Insight Development for Healthcare
In today’s competitive and changing healthcare landscape, effective marketing and strategic planning requires customer insight as a foundation. In our work with healthcare marketers across the...
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Decision Analysis - Making the Big Decisions
You probably face a lot of tough decisions running your business unit or functional area. And you are good at it. But what happens when you encounter a big, strategic decision outside your normal...
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Build Trust in Survey Responses
One of the most commonly asked questions by clients during a market research study is, "What sample size do we need for results to be significant?" The answer is that meaningful results can be...
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Physician Marketing and Outreach
Today’s hospitals and healthcare systems are increasingly becoming more focused on building and sustaining relationships with referring physicians as a key market segment. Many leaders are...
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How and Why to Build High Performing Teams
In any business, people make the difference. And people make the difference when they operate as a team, but only if they operate as a high-performing team. One of the most elusive outcomes is that...
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From Conception to Birth: Engaging Physicians and Families as Partners
Texas Children's Hospital, with support from Gelb Consulting and FKP Architects, sought to define a transformative expansion from pediatrics to women's health. This initiative, driven by external...
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Spring 2015 Survey of Marketing Leaders
Are you Curious… our latest industry survey shows the key experience and marketing management tools used / not used by nationally leading organizations.Click here for the infographic on this...
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Customer Value Analysis: How Customers Make Purchase Decisions
Customers make purchase decisions by their perception of product quality versus price. Learn the key questions and tools needed to define their perceptions using our whitepaper: Customer Value...
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Physician360 Demo
Referring physicians represent a major influence and source for clinical volume. However, most systems today lack integrated reporting capability to address service, loyalty, and segmentation...
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Patient360 Demo
Identify and address service issues in real time with Endeavor's Patient360 experience dashboard. Our dashboard collects responses at critical touchpoints to identify at-risk issues in real-time....
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Marketing360 Demo
Endeavor's Marketing360 Dashboard provides real-time insights to associate marketing efforts with revenue and other strategic objectives. Marketing360 can integrate yours and external data sources....
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Webinar: The Psychology of Wait
Do some waits “feel” longer than others? What specific actions can you take to make your patients’ wait times be part of their health care experience and at the same time feel shorter?
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Webinar: The Hope Effect
How are advances in social science being used to improve HCAHPS scores? Join Carol Packard, PhD, for key actions you can take to improve patient satisfaction scores, while improving clinical...
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Webinar: Empathy and Lean
How can you extend current uses of Lean Six Sigma beyond process but to incorporate empathy building? Join Jill Secord, RN, MBA, who will explore effective integration of proven approaches to...
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Managing Hospital Rankings - What Marketing Leaders Need to Know
This paper is intended to arm the marketing executive with a perspective on how to review common rankings systems to develop appropriate plans with senior executives. We have organized this into...
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Constructing a Better Healthcare Brand
Successful branding efforts have one thing in common: They are transformed from a short-term project into a long-term discipline. Successful healthcare organizations are looking beyond an annual...
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Creating Patient Enchantment
Presented at the Iowa Society of Healthcare Marketing and Public Relations in 2012. This presentation focuses on creating patient enchantment using a holistic experience mapping process.
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Building a Culture of Patient Safety
The drama that has played out in a Dallas, Texas hospital around patient, staff and public safety in treating the deadly Ebola virus illustrates how critical a healthcare leaders role in preparing...
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Defining Marketing's Role in Patient Experience - AAMC-GIA Presesentation
Examples of how to give marketing a seat at the table in patient experience discussions with this presentation with MD Anderson and Vanderbilt.
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Developing a Customer Focused Culture with Experience Mapping Workshops
Understanding customer experiences is an important and necessary first step, but many organizations find it challenging to take the next step of imparting what they have learned to others within...
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How Journey Coordinators Enhance the Customer Experience
The appointment of a “Journey Coordinator” position to expedite care when needed, and fill in when gaps occur in the episode of care, has been shown to improve the patient experience. This position is especially necessary in the preliminary...
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Patient Experience: The Key to Marketing Effectiveness
In the era of health reform and ongoing financial challenges, marketing teams face increased demands to demonstrate results from their expenditures. Though the debate continues as to the validity of different evaluation models, the method used by...
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Using Market Research to Measure Campaign Effectiveness
Presented at the Forum for Healthcare Strategists, this presentation covers how to use market research to measure campaign effectiveness. We focus on the role of marketing, demonstrating...
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Donor Experience - Creating the Inspiration to Give
Our comprehensive approach provides a framework to understand the donor experience and the functional and emotional needs of high priority segments.
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Experience Mapping and Operations
Want to know how to connect voice of the customer and experience mapping research with operations. This presentation, showcased at the 2012 NACCDO PAN conference, will tell you how.
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The Psychology of Wait
Do some waits “feel” longer than others? What specific actions can you take to make your patients’ wait times be part of their health care experience and at the same time feel shorter? Gelb Consulting's Carol Packard explores the Psychology...
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10 Must Know Techniques for Referring Physician Relationship Management
Gelb Consulting introduces 10 Must Know techniques for managing physician relations in today's digital world. This presentation includes 4 techniques to help you increase physician engagement, 3 ideas for enhancing strategic planning and 3 tips...
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Sustainable Brand Building: A Multi-System Case Study
This presentation features a case study of Froedtert Health on the topic of sustainable brand building. Through multiple mergers and continued evolution, executives were able to evaluate the...
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Foundation Repair: Strengthening a Heritage Brand
Presented at the Children's Hospital Association Annual Conference in 2104. Features a case study from Texas Children's Hospital on the topic of aligning and refining their brand to reflect their...
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Using the Voice of the Customer to Inform Healthcare Marketing Efforts
This is a presentation developed in conjunction with MD Anderson Cancer Center that was delivered at SHSMD's annual conference in 2011. Using a case study, we explain how to use experience...
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Emergency Department Experience Mapping
Quality care and medical outcomes are important in all healthcare settings - but what constitutes an exceptional patient experience in an Emergency Department? Does your Emergency Department drive...
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Using Experience Mapping to Build Patient Enchantment
As in the case with most healthcare organizations, MD Anderson Cancer Center’s marketing team is challenged with providing unique value internally and demonstrating returns on investment. The...
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The Adoption of Palliative Care: The Engineering of Organizational Change
The goal of this white paper is to offer a framework for implementing palliative care in healthcare organizations, as well as some practical tools that might be used to make such an...
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Patients’ Path to Care: Understanding the Decision-Making Process
How are consumers making decisions about where they seek health care? And how should you inquire about this important topic to uncover candid answers? This article examines, based on Gelb's prior...
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Insights Into the Patient Experience
This webinar presents insights into the patient experience based on a 2012 study that Gelb Consulting conducted in conjunction with APQC and The Beryl Institute.
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2012 Benchmarking Study: Patient Experience Management in Healthcare
Three premier organizations in healthcare marketing and benchmarking research teamed up to conduct a national survey of leaders from various healthcare providers to gain insight into the best...
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The Hope Effect - Creating Diplomats for Hope
In this webinar, Gelb Consulting's Carol Packard and Jill Secord review how hope and positive messaging impacts clinical care and outcomes. They provide practical tips for implementing changes that will facilitate the hope effect.
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Message Mapping: Creating a Communications Roadmap
A message map has the unique advantage of visually representing your key messages in a concise format. Thus, it can be used quickly and is easily understood to create alignment and put effectively...
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Building Enduring Relationships with Referring Sub-specialists
As with most organizations, healthcare providers tend to focus on delivering the best service to their primary customers, for healthcare, this translates to quality care for patients. While...
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Marketing Research Fact Sheet - Healthcare
Gelb Consulting's depth and breadth in healthcare marketing research is extensive. Included in this fact sheet are some highlights of our capabilities.
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Customer Enchantment Fact Sheet
When you provide exceptional experiences, increased advocacy and revenues are your reward. Gaining a holistic and intimate understanding of the experiences of your patients, their families and their referring physicians is at the heart of the...
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Creating Enchantment with Referring Physicians
Presented at the Forum for Healthcare Strategists, this presentation provides insight into how to create enchantment with referring physicians. Featured is a case study of our work with Cleveland...
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Building Referring Physician Loyalty with Experience Mapping
Presented at the Physician Strategies Summit in 2013, this presentation focus on how to use experience mapping to build referring physician loyalty. Featured is a case study of our work with Ohio...
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Healthcare Growth PlayBook - Strategic Marketing Planning Template
Absence of a strategic marketing plan practically guarantees problems, missteps and duplicate work. Our framework that is described in this paper was developed based on best practices, but with...
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Building Referring Physician Loyalty
Presented at the NACCDO PAN conference in 2013, this presentation describes our work with Ohio State University Medical Center as they began an initiative to seek insight on the experience provided...
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Launching a New Women's Service Line
Working with Texas Children's Hospital, Gelb used experience mapping and other experience management principles to jointly develop the new Pavilion for Women. This was presented at the Children's...
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Building Physician Loyalty
Gelb Consulting's presentation explains the benefit of using Experience Mapping to evaluate the entire physician experience. Based on a case study with Cincinnati Children's Hospital Medical Center.
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Patient Experience Benchmarking
This white paper outlines the benchmarking research Gelb Consulting, APQC and The Beryl Institute conducted to explore the healthcare executive perspective on patient experience management. We learned the patient experience encompasses much than...
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Leveraging Social Media in Healthcare
Hospitals and healthcare systems struggle with how to leverage social media for real return on investment. In many healthcare organizations today, ownership of social media is dispersed across...
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Conversations Everywhere...Are You Listening?
Top performing healthcare systems recognize that patient advocacy stems from their experience, delivered through a variety of touchpoints. But what are the tools used to properly tap into how patients express their needs and experiences? In this...
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Step by Step Physician Marketing
A step-by-step guide for healthcare organizations with building a regional, national and global physician experience. Presented with MD Anderson Cancer Center at NACCDO/PAN.
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Advertising Testing Techniques
Advertisements can be pretested at several points in the creative development process. This Gelb Consulting report examines some of the common methods used in pretesting research.
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Brand Architecture - The Brand Management Blueprint
Brand architecture aligns with how customers make buying decisions, so this is a strategic imperative for marketers. As organizations grow, branding gets complicated. New product lines,...
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Marketing Role in CRM - Nurturing Along the Path to Care
Whether you are involved in marketing service lines, elective procedures or your brand- the ability to capture leads and manage their experience is essential to building the pipeline and meeting...
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Moving at the Speed of Social
Gelb Consulting presents 6 ways for healthcare marketers to take advantage of social media for revenue growth.
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Healthcare Donor Experience Fact Sheet
Our comprehensive approach provides a framework to understand the healthcare donor experience and the functional and emotional needs of high priority segments.
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Healthcare Donor Experience Capabilities
Our innovative techniques will capture deep insight into donor perceptions, attitudes and behaviors to enable strategic decision-making and increase advocacy.
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Inexpensive Tools to Develop Empathy with Your Patients
Leverage inexpensive tools to enhance the patient experience regardless of budget constraints. These are 10 great tips to accelerate your empathy development.
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Healthcare Call Center Experience Management
There are many missed opportunities for revenue retention in today’s healthcare call centers. Would you like to increase your captured revenue? We highlight a $25M case study.
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Empathy and Lean
How can you extend current uses of Lean Six Sigma beyond process but to incorporate empathy building? This presentation outlines several successful concepts on how to use lean healthcare methods to improve the patient experience and: ...
