Posted on July 2, 2013
Three words are crucial to your rural hospital's revenue stream
- and they all begin with "i": "Simplicity." "Satisfaction."
Some progressive CAHs are simplifying the discharge process with
an "i" on technology. Here's how it works …
Your staff follows the discharge process your hospital currently
has in place. But suddenly your patients no longer have the stress
of remembering all of the critical discharge details. Why? Because
the nurse is recording the entire conversation on an iPad (or
similar) touch device.
It's a value-add that delivers on two levels:
- Your hospital has a record of the discharge process, which can
be used for staff training or administrative purposes.
- More importantly, recording the discharge process can simplify
patients' lives and show them you care about their health - even
after they leave your hospital.
- Patients and their caregivers know they can play back the
discharge instructions when they get home. That can create a more
positive experience for them, i.e., increased patient satisfaction
But why stop there? Consider building out your patient website.
Include videos and other resources that address common issues faced
by recently discharged patients. For example, some patients may
have questions about how to use a walker or crutches correctly.
Others may benefit from a video that illustrates how to change a
Think about all that "i" can do for your hospital …
Then keep your "i"s on the prize: Increased satisfaction.
Increased success. Increased revenue.
Posted on July 9, 2013
Happy employees make for happy patients. And happy patients mean
loyal patients and more referrals.
Black River Memorial Hospital in Black River Falls, Wisconsin
recognized this correlation. So after being named one of the Best
Places to Work in Healthcare by Modern Healthcare in 2012 and 2011,
hospital staff created a video to showcase its exceptional employee
engagement and to help promote its orthopaedic services.
Click here to watch Black River Memorial Hospital
staff as they learn to hula hoop, laugh and show off their hula
hooping skills. You can share your reaction to the video using
#dothehoopla on Twitter.
The production of this video involved nothing more than a
handheld camera, but it had a major impact on the hospital and the
community. If you, your hospital board or your hospital physicians
are on the fence about doing a video, it's important to understand
that fun videos can:
- Increase employee morale-immediately and in the future
- When we started to film the video, many of the employees were
timid. But once they got going, they had a blast! They taught each
other how to hula hoop, encouraged one another to join in and
laughed through it all. It was clear there was true employee morale
building. Even better, videos have a long shelf life, so they can
continue to lift employee spirits in the future.
- Promote a service line that typically is not normally
- Black River Memorial Hospital chose to promote its orthopaedic
services with its hoopla video. As a result, orthopaedics has
received much more attention from the community. People
want to watch the video. Because of that, they are seeing
that BRMH has advanced orthopaedic capabilities, which will
increase orthopaedic patient visits.
- Support the hospital's awards
- BRMH has received awards for their engaged and happy employees,
but the community may not really understand what that means. The
hoopla video demonstrates the hospital employees' happiness and
shows the community that the hospital employees actively support
the advertising campaign. Since people are more likely to go to a
hospital where employees are happy and enjoying their work, a video
such as this is perfect.
- Keep employees healthy
- When production ended, many BRMH employees decided to go buy
their own hula hoops to use at home.
Posted on July 16, 2013
Learn how Holy Family Memorial, a rural hospital in
Manitowoc, Wisconsin, changed its delivery and promotion of care to
increase revenue by attending the July 30th webinar
hosted by Vice President of Business Development at Holy Family
Memorial Mary Maurer and Legato Healthcare Marketing President Mike
Milligan. Sign up here.
A hospital should be proud of high quality ratings, as they tell
patients your organization values their health and their lives. Too
often, however, healthcare marketers list numbers and rattle off
awards about quality, rather than helping consumers experience
Holy Family Memorial (HFM) realized this and found a new way to
promote its awards. It ranks in the top 5% in the nation for
innovation and quality care. It is a Healthgrades top 10 hospital
and a Solucient 100 Top Performance Improvement Leader. These sound
like impressive awards, and they are. But to a potential patient
who sees hundreds of similar claims each week, they don't mean
But HFM did find a way to give quality meaning to consumers- unscripted, personal patient
testimonials. A patient who said the cardiac team saved his
life; the young man who's applying to medical school because of his
positive experiences; and the woman who had her rotator cuff
repaired and says she was so happy with HFM's doctors that she
didn't want her rehabilitation to end. These real experiences are
what captured consumers' attention - and held it.
Testimonials give a face and story to quality, which in turn,
gives quality more meaning to consumers. Quality rankings and
awards are great, but they should be used to support personal
stories, not on their own.
Given the changing healthcare environment and the growing
popularity of review sites, healthcare organizations have a lot to
think about. And patient testimonials are just one piece of the
puzzle. Mary and Mike want to show you other initiatives HFM has
taken to successfully increase patient volumes and improve employer
relationships. The July 30th webinar is your chance to
see one entire case study on Holy Family Memorial and hear the
outstanding results. Will you be there?
Posted on July 31, 2013
Last week, my wife noticed that our Golden Retriever, Autumn,
seemed a bit out of sorts. Her symptoms didn't appear to be
serious, so we did what any concerned pet parents would do:
After 30 minutes of online research, we agreed there was no need
to call the vet. Autumn was simply adjusting to the hot summer
temps. Point being…
We have become a generation of "self-serve,
want-it-convenient-fast-and-free" consumers. That holds true when
it comes to healthcare - whether it's for our pets - or for
ourselves. Just ask the estimated 15 million people who use WebMD
In many cases, these consumers don't contact a healthcare
provider unless their condition becomes critical. That's why it's
critical for your clinic or CAH to stay connected with patients and
prospective patients. You want to make sure you're first on their
list when they decide to seek care.
One way to engage consumers is by offering something of value
that's free. For example:
- One rural hospital offered a
free manicure with a mammogram.
- Immediate ROI was a significant increase in the number of
digital mammograms provided.
- Long-term ROI may be even more valuable. The hospital was able
to reconnect with many patients as well as build new relationships
with other community members. That can translate into long-term
loyalty and top-of-mind awareness for the hospital.
- Your hospital could offer free mobile phone apps or a free
monthly eHealth newsletter. Give consumers something of value and
they'll want to come back for more!
- Free seminars not only educate consumers, they can also help
you target specific segments of your community. For example, if you
serve an aging population:
- Consider partnering with an assisted living or nursing home
facility to host a presentation about aging and long-term
- Topics may include: staying healthy as you age; specialty
services your hospital offers (e.g., knee/hip replacement); and
local organizations that can provide a continuum of care.
Whatever you do, stay connected. It's a dog-eat-dog world out
there. If your CAH doesn't connect with patients on a regular
basis, your competition will.