Transforming your healthcare call centers means aligning data, technology, and storytelling to create a memorable patient experience.
Patient experience management is paramount. In the current market, the needs of the patient are of utmost importance. This couldn’t be truer for hospitals and healthcare centers where value-based purchasing and consumer reviews will directly affect revenues. Since the early 90s, we’ve been using this approach to organize insight development, strategy design, and patient experience monitoring.
It is no surprise that improving your patient experience ranks among the top priorities of healthcare leaders, so we’ve provided free patient experience resources. These help reinforce that your patient experience is not only important to the bottom line, but helps to facilitate positive outcomes and generate word of mouth referrals – which is one of the most effective ways to attract new patients. Are you interested in growing word-of-mouth recommendations? This not only serves your mission, but also is one of the most effective means to increase revenue. We believe this is possible by creating enchantment. Patient-families will become steadfast fans going out of their way to recommend you and demonstrate a strong commitment to your future. Our approach provides you with the insight and industry expertise to achieve this sustainable competitive advantage. However, improving the patient experience is easier said than done. How do you dig deeper into satisfaction scores to understand the “why” behind the data? How can you influence patient perceptions and deliver consistently on promises? That’s where we come in.
BUT WHAT DRIVES PATIENT SATISFACTION? We’re known for our ability to get to the heart of what matters most to your patients. Whether issues are related to operations, communications, or health care itself, our discoveries provide a compelling foundation for change and action planning. These patient experience resources will provide tools you can use to develop the necessary insights to accelerate organizational performance. Our Patient Experience Mapping framework reviews the total patient experience, including expectations prior to the first visit and after the last visit. We uncover functional and emotional needs, touchpoints, and identify patient experience stewards for a holistic view. Using rich stories in the voice of the customer, we build empathy and consensus among your clinic team members.
WE’VE BEEN THERE, DONE THAT This isn’t a new thing for us. In fact, we have worked with some of the most well-known healthcare providers in the country. Our clients keep coming back to us because we not only provide them with a game plan for growth, but serve as a trusted partner. We bring to the table best practices from across the country, and experts who have been in your shoes. In fact, many of our team members have held leadership positions at top ranked hospitals and healthcare systems.
Experience Mapping We use customized experience maps to develop insights and create a foundation for action. Using your data or ours, qualitative or quantitative data, this serves as a framework to align efforts around patient-family needs and build empathy. As a discovery technique, our experience map provides a visual cue to help patients, and family members recall specific episodes in their journey. The experience map organizes the various touchpoints or interactions with your organization. Ultimately, the organization of insights in this structure helps your teams develop insights beyond process – the functional and emotional needs of patient-families as expressed at each step of their journey.
Addressing health disparities in health outcomes for groups that have experienced discrimination is an important priority for every healthcare provider.
Transforming your healthcare call centers means aligning data, technology, and storytelling to create a memorable patient experience.
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...
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.
Healthcare marketing and communications budgets and why where you spend your dollars matters. Benchmark your budget today.
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...
John McKeever spoke at this year's SHSMD 2022 Conference on BY THE NUMBERS: MARCOM WHERE IS THE MONEY GOING?
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.
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...
Where did the cancer marketing and communications budgets go in 2022? Healthcare systems, including cancer care providers, provided data for our 2022 By the Numbers: MarCom benchmarking program. These results were shared at the 2022 PAMN...
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...
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.
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...
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...
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...
Peter Miller and John McKeever share how the Marketing and Communications Benchmarking program can advance your marketing strategy.
Interested in Healthcare MarCom Benchmarking? 2020 was a tough year for everyone, including healthcare marketers. We showcase the aggregate data from the benchmarking program in this infographic.
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...
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...
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...
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...
In this presentation, we review how to integrate claims data with PRM tools like Salesforce.com.
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...
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...
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...
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...
Our process and key tools to start your transformation - Envisioning Your Future - how to translate the vision into employee communications
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...
The new era of healthcare consumerism is upon us. This video shares how we help organizations get started with healthcare consumer journey mapping.
Meeting the needs of empowered consumers demands authentically engaging with customers in new ways.
The experience provided represents some of the best opportunities to create patient loyalty and motivate patients to share positive stories with others.
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...
The role of consumerism in healthcare is making an impact with every interaction, in every phase of the journey.
Endeavor's 2-hour Agile Action Workhops bring fresh healthcare industry insights and proven frameworks to tackle your challenges.
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...
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...
A guide for healthcare experience management: common tools, buzzwords and when to use them as a catalyst for experience improvement.
Endeavor's Marketing360 Dashboards bring clarity to marketing big data with deep healthcare experience expertise to transform data into insights.
Our Transformation360 dashboard captures VOC, VOE, monitors KPIs for intervention recovery, and demonstrates transformation program effectiveness.
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...
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...
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.
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...
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...
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...
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...
This presentation highlights things every healthcare marketer should know about healthcare marketing ROI, how to design a healthcare marketing dashboard the right way and what's possible in today's...
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...
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 –...
Marketing360 - healthcare marketing dashboard that relates marketing results to experience stages, KPIs, service lines and market segments.
How much do my peers spend? How do they spend it? A Second Chance to Create And Use Healthcare MarCom Budget Benchmarks A little more than two decades ago, I was a new healthcare marketer at my first conference of hospital chief financial...
In this white paper, we some lessons learned and useful tools for successful digital healthcare experience management.
In this presentation, we adapt traditional patient experience mapping techniques to meet the unique needs of behavioral health clients.
In this presentation, Gelb and Emory share how they utilized a grateful patient donation to greatly improve patient enchantment.
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...
Operationalizing your culture is possible through the employee experience you deliver. Our decades of work with national leaders in healthcare in customer experience mapping is now translated...
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....
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...
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...
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,...
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...
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...
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.
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.
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...
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...
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...
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.
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...
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...
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...
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...
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...
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...
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...
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....
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....
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?
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...
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...
How do healthcare marketers engage customers and their community? This presentation outlines 5 specific tactics to use to engage customers to ensure an exceptional customer experience.
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.
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...
Examples of how to give marketing a seat at the table in patient experience discussions with this presentation with MD Anderson and Vanderbilt.
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...
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...
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...
We outline several quick and inexpensive techniques to capture the voice of the customer for healthcare market research.
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.
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...
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...
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...
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...
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...
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.
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...
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.
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...
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...
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...
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...
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...
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...
Real-time information and the ability to disseminate such to multiple stakeholders has become an expectation in today’s healthcare environment. From communications to feedback systems, organizations AND your customers expect a new level of...
Leverage inexpensive tools to enhance the patient experience regardless of budget constraints. These are 10 great tips to accelerate your empathy development.
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.
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: ...
Senior Advisor - Healthcare
Health Care Expert Advisor
Executive in Residence
Practice Leader, Customer Experience
Director - Employee Experience
Executive in Residence
Lead Strategist – Healthcare Marketing
Strategist, Women’s and Children’s Services
Executive in Residence
Executive in Residence
Consultant
Chief Growth Officer
Senior Advisor
Executive in Residence
Senior Advisor
Senior Advisor
Chief Purpose Officer
Director - Market Research
Senior Advisor, Healthcare
Senior Advisor
Customer Loyalty Strategist