Touchpoint Podcast show

Touchpoint Podcast

Summary: The Touchpoint Podcast is dedicated to in-depth, topical discussions on hospital and health system digital marketing and digital patient engagement strategies. Hosted by Reed Smith and Chris Boyer, we will cover trends in technology, processes and approaches that are impacting hospital systems.

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  • Artist: Chris Boyer & Reed Smith
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Podcasts:

 TP47 - 2017 Year in Review | File Type: audio/mpeg | Duration: 01:04:24

In this very special episode, hosts Reed Smith and Chris Boyer recap the past year, sharing the high (and low) moments from the show, including awarding the first annual “touchies” award in the following categories: Best “Cold Open,” Best Episode, Best Alternate Name for TouchPoint/TouchCounterPoint, Best Guest and Biggest Fan. Special thanks to all of our listeners, guests and sponsors for making 2017 a transformative year for our podcast - and we look forward to much more in 2018! Happy New Year! Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://loyalhealth.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://binaryfountain.com/ - dotHealth: https://get.health/touchpoint

 TP46 - The How and Why of ROI | File Type: audio/mpeg | Duration: 01:02:58

Measuring ROI is not for the faint of heart. However for hospital and healthcare marketers, it is one of the most important KPIs that they can track. In this episode, hosts Chris Boyer and Reed Smith discuss the difficulty many in the industry face when trying to track the financial return of their efforts. With tips on how to use CRM, marketing automation, websites and other digital tactics to measure ROI, the hosts discuss the pros and cons of how we’re currently using these tools to track our financial impact. Featuring an expert interview with David Marlowe, owner of Strategic Marketing Concepts, in which he shares his 30+ years experience helping hospitals in their measurement strategies. Show Notes: - Michael Venske’s website: michaelvenske.com - Formula for ROI: https://www.investopedia.com/terms/r/returnoninvestment.asp - Tracking Goals/conversions in Analytics: https://support.google.com/analytics/answer/1012040?hl=en - PPC - https://www.searchenginejournal.com/5-essential-roi-formulas-every-ppc-manager-really-needs-know/157051/ - Marketing Automation ROI: https://www.newfangled.com/roi-measurement-with-marketing-automation-6/ - Website ROI: https://www.growthlabs.marketing/blog/how-to-measure-roi-website - Social media: https://www.slideshare.net/ChrisBoyer/texas-hospital-association-social-media-roi-reform-presentation - PR Barcelona Principles: http://www.prnewsonline.com/barcelona-principles-2-0/ - David Marlowe LinkedIn - https://www.linkedin.com/in/david-marlowe-8041b46/ - Touch•point Podcast End-of-year Survey: https://reedsmith.typeform.com/to/MH3lLv Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://loyalhealth.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://binaryfountain.com/ - dotHealth: https://get.health/touchpoint

 TP45 - Marketing and Communications: Two Sides of the Same Coin | File Type: audio/mpeg | Duration: 01:01:59

What’s the difference between marketing and communications? In this episode, hosts Reed Smith and Chris Boyer discuss the definitions of each, and how in hospitals these definitions have often become muddled and intertwined, and how digital has forced these traditionally siloed departments to begin rethinking and retooling the way they work together. From trying to define who owns social media, to highlighting the differences between content marketing and brand journalism, are digital tools reshaping the way we integrate together? Featuring an expert interview with Matt Kucharski, president of Padilla, in which he shares his experience and thoughts on the difference between marketing and communications. Show Notes: - Advisory Board - Structure of Integrated Marketing and Communications Departments at Hospitals; https://www.advisory.com/research/market-innovation-center/original-inquiry/2007/06/structure-of-combined-marketing-and-communications-departments-at-amcs - AMA Definition of Marketing: https://www.ama.org/AboutAMA/Pages/Definition-of-Marketing.aspx - PR and Marketing - What’s the Difference? https://publicrelationssydney.com.au/pr-marketing-whats-difference/ - David Meerman Scott - PR vs. Marketing vs. Social Media: https://www.webinknow.com/2013/06/pr-vs-marketing-vs-social-media.html - Matt Kucharski LinkedIn - https://www.linkedin.com/in/mattkucharski/ - Matt Kucharski Twitter - https://twitter.com/mkucharski - Padilla Communications - https://www.padillaco.com/ - Touch•point Podcast End-of-year Survey: https://reedsmith.typeform.com/to/MH3lLv Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://loyalhealth.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://binaryfountain.com/ - dotHealth: https://get.health/touchpoint

 TP44 - Is Marketing Quality Quality Marketing? | File Type: audio/mpeg | Duration: 01:08:57

Traditionally, marketing and quality departments operate separately within a hospital. However, much like other areas in a health system (patient experience, IT, clinical care), we are starting to see marketing departments play an active role is quality initiatives. In this episode, hosts Reed Smith and Chris Boyer discuss how certain quality measures play an important role in healthcare consumerism and share ways in which marketing can successfully promote quality to various stakeholders. From the Joint Commission certification through the Magnet Journey, digital marketing is playing an active role in support quality efforts. This episode also features an expert interview with David Thomsen of 3rd Gate Consulting in which he shares his experience in using social media as a quality input to the Baldridge Award. Show Notes: - What are Quality Measures - https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/QualityMeasures/index.html - The role of quality in hospitals - https://www.ahrq.gov/professionals/quality-patient-safety/talkingquality/create/hospitals/examples.html - AHA Pricing Transparency Toolkit - http://www.ahacommunityconnections.org/content/14transparencytoolkit.pdf - Evolution of Social Media in Balrdridge - https://www.linkedin.com/pulse/20140828132202-13988078-malcolm-baldrige-quality-award-how-social-media-is-evolving/ - Joint Commission “How to Find Reliable Online Health Information” - https://www.jointcommission.org/assets/1/18/patient_101.pdf - Texas Health Quality page - https://www.texashealth.org/Pages/Quality-and-Patient-Safety.aspx - Dave Thomsen LinkedIn - https://www.linkedin.com/in/david-thomsen-a86a3812/ - Third Gate Consulting - http://thirdgateconsulting.com/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://loyalhealth.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://binaryfountain.com/

 TP43 - The Rise of the Robots...er, Chatbots | File Type: audio/mpeg | Duration: 01:07:47

Chatbots are not a new concept - they have been around since 1994. But with recent advances in artificial intelligence (AI) and machine learning - along with major platform providers like Facebook, Google and Microsoft providing access to their technologies to conversational UI developers - the expansion of chatbots is dramatically expanding in many industries - including healthcare. In this episode, hosts Reed Smith and Chris Boyer discuss the rise of the chatbots in hospitals and health systems, sharing examples and types of applications and discussing some of the interesting challenges chatbot technology faces when being adopted in a health setting. This episode also features an expert interview with Steve Leibforth of Healthgrades in which he shares some of the ways they are working with hospitals on clinical chatbot solutions. Show Notes: - Chatbot wikipedia - https://en.wikipedia.org/wiki/Chatbot - Turing Test wikipedia - https://en.wikipedia.org/wiki/Turing_test - Chatbots - The Conversational Enterprise: https://dupress.deloitte.com/dup-us-en/focus/signals-for-strategists/era-of-conversational-user-interface-chatbots.html - How Chatbots Will Shape the Future of Healthcare - https://chatbotsmagazine.com/how-chatbots-will-shape-the-future-of-healthcare-fa8e30cebb1c - Challenges with Chatbots — not just technical - https://chatbotslife.com/challenges-with-chatbots-not-just-technical-ecb39612422f - Healthgrades CareChats Chatbot solution - https://www.hospitals.healthgrades.com/hospitals/solutions/engage-and-retain-patients/carechats/ - Steve Leibforth LinkedIn - https://www.linkedin.com/in/sleibforth/ - Steve Leibforth Twitter - https://twitter.com/sleibforth Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://loyalhealth.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://binaryfountain.com/

 TP42 - Healthcare Internet of Things: It’s Getting HIoT in Here | File Type: audio/mpeg | Duration: 01:03:43

We’ve all heard the buzz-term - “the Internet of Things” (or IoT). But for healthcare, what does that really mean? In this episode, hosts Chris Boyer and Reed Smith dive into a newly formed buzz-term: HIoT (or Healthcare Internet of Things). From health and wellness trackers to medical devices that are always-on and connected, they dive deep into the ways hospitals and health systems are developing internet connected device offerings for patients and physicians. What are the impacts and challenges of adopting these new technologies into clinical care management? Also, this episode features an expert interview with Stephanie Ayars from the Mayo Clinic, discussing their new Mayo Clinic First Aid Alexa skill. Show Notes: - Value Creation and Value Capture of the Internet of Things: https://dupress.deloitte.com/dup-us-en/deloitte-review/issue-17/value-creation-value-capture-internet-of-things.html?icid=interactive:not:aug15 - Ten Examples of the Internet of Things in Healthcare:: https://econsultancy.com/blog/68878-10-examples-of-the-internet-of-things-in-healthcare - Five Challenges of IoT in Healthcare:: http://searchhealthit.techtarget.com/tip/Five-challenges-of-IoT-in-healthcare-that-put-it-at-risk-of-failure - Mayo Clinic Alexa First Aid Skill: https://www.mayoclinic.org/voice/apps - Stephanie Ayars on LinkedIn: https://www.linkedin.com/in/stephanieayars/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://loyalhealth.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://binaryfountain.com/

 TP41 - Defining Consumerism in Healthcare | File Type: audio/mpeg | Duration: 01:04:51

It’s clear that marketing and patient experience efforts in hospitals are trying to address an unparalleled shift to consumerism. But is the concept of “consumerism” the same for the healthcare industry as it is for other industries? Can hospitals ever become as “consumer-first” as Amazon, Uber or Disney? In this episode, hosts Reed Smith and Chris Boyer explore the concept of consumerism and address trends that are impacting how hospitals and health systems are transforming their organization to embrace a patient-first mentality. Featuring an expert interview with Gary Frazier of OM Healthcare, in which he shares his perspective on empowering the consumer in healthcare and how his organization seeks to put the consumer first in an open marketplace. Show Notes: - Wikipedia definition of Consumerism: https://en.wikipedia.org/wiki/Consumerism - Advisory Board - How Consumerism is Redefining the Role of the Hospital Strategic Planner: https://www.advisory.com/research/health-care-industry-committee/the-bridge/2017/01/consumerism-and-the-strategic-planner - Kaufmann Hall - 2017 State of Healthcare Consumerism study: https://www.kaufmanhall.com/resources/2017-state-consumerism-healthcare - Gary Frazier on LinkedIn: https://www.linkedin.com/in/gary-d-frazier-56113011/ - OM Healthcare: https://www.omhealthcare.com/ - Crooked Conversations: https://itunes.apple.com/us/podcast/crooked-conversations/id1292665011?mt=2 - Foam Acoustic Panels: https://www.amazon.com/Burgundy-Charcoal-Acoustic-Panels-Studio/dp/B01G63LD4Q/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://loyalhealth.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://binaryfountain.com/

 TP40 - The Problem with Personalization | File Type: audio/mpeg | Duration: 01:08:53

The concept of personalization (or personalized marketing) is often misunderstood by healthcare marketers and communicators, yet many of us aspire to embrace these concepts through our digital efforts. With the tools and techniques now available to hospitals and health systems, many organizations are starting to explore how to combine their websites, social media, CRM, and other digital channels to build a 1:1 connection with their audiences. In this episode, hosts Chris Boyer and Reed Smith discuss the current landscape of personalization and address some of the challenges that hospitals could face. Personalization expert John Berndt, of the Berndt Group shares his first-hand insights into adopting a successful personalization strategy. Plus, Reed wonders what it would be like to get a tailored suit. Show Notes: - Wikipedia definition of Personalization: https://en.wikipedia.org/wiki/Personalization - From Persona to Person: http://thinkrevivehealth.com/resource/personalized-marketing/ - You Can’t Improve Personalization If You Don’t Measure It: https://diginomica.com/2017/10/30/you-cant-improve-personalization-if-you-dont-measure-it/ - The Berndt Group: http://www.berndtgroup.net/ - "The Targeting Ten:" Basic Questions to Evaluate Personalization Tactics - http://www.berndtgroup.net/thinking/blog/personalization/the-targeting-ten-basic-questions-to-evaluate-personalization-tactics - John Berndt on LinkedIn: https://www.linkedin.com/in/john-berndt-57838b5/ - John Berndt on Twitter: https://twitter.com/rjohnberndt - Rag & Bone StarWars: https://www.rag-bone.com/star-wars/ - Henge Docks: https://hengedocks.com/products/tethered-dock Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://loyalhealth.com/

 TP39 - Cyber Security Risks for Hospitals | File Type: audio/mpeg | Duration: 01:10:45

For hospitals and health systems trying to embrace the digital age, it’s important to understand the pros and cons of such an approach. In this episode, hosts Chris Boyer and Reed Smith discuss a very important topic: data and cyber security risks. Tasked with protecting HIPAA and PHI, the constant pressure to keep data safe and secure is critical. Chris and Reed share ways in which, CIOs and IT departments are adapting their tools and processes to adopt a safe digital environment while meeting the pressing demand by consumers for more open and transparent digital communications. They welcome data security expert Mark Burnette from LBMC Information Security to discuss current trends and approaches hospitals are taking. Show Notes: - Patient Data Security - How Hospitals Keep Pace: http://www.fiercehealthcare.com/special-report/patient-data-security-how-hospitals-keep-pace - How Ransomware Effects Hospitals: https://healthitsecurity.com/features/how-ransomware-affects-hospital-data-security - The Rise of Cloud Computing: https://www.healthdatamanagement.com/opinion/how-the-cloud-can-break-down-silos-within-hospitals - Data Privacy as well as Data Security: https://siliconangle.com/blog/2017/10/25/data-privacy-policy-just-- important-security-measures-protecting-netappinsight/ - Texas Hospital Association Helps Hospitals with Phishing Threats: http://www.healthcareitnews.com/news/texas-hospital-association-helps-2-hospitals-get-serious-about-phishing-threats - Mark Burnette on LinkedIn: https://www.linkedin.com/in/mburnette/ - LBMC Information Security: http://www.lbmcinformationsecurity.com/ - Cybersecurity Sense Podcast on iTunes: https://itunes.apple.com/us/podcast/cybersecurity-sense/id1269195484?mt=2 Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://loyalhealth.com/

 TP38 - LIVE from HCIC 2017 | File Type: audio/mpeg | Duration: 00:57:25

Recorded live at the Healthcare Internet Conference in Austin, Texas, hosts Chris Boyer and Reed Smith welcome expert guests from the industry - Tony Huth, EVP and Co-Founder of Medicom Health, Peter Alperin, VP at Doximity and Aaron Clifford, SVP of Marketing at Binary Fountain. The panel engages in a spirited conversation about the digital experience for both patients and physicians, trends in online reputation management and how best hospitals can leverage their outside vendors for greater success. They also debate on who is actually driving the digital transformation, along with input from the audience. Another lively and spirited episode! Show Notes: - Aaron Clifford LinkedIn - https://www.linkedin.com/in/aaron-clifford-1976752/ - Peter Alperin LinkedIn - https://www.linkedin.com/in/peteralperin/ - Tony Huth LinkedIn - https://www.linkedin.com/in/tonyhuth/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://loyalhealth.com/

 TP37 - Are Machines Taking Over Healthcare? | File Type: audio/mpeg | Duration: 01:05:30

With Artificial Intelligence, Machine Learning and the rise of computer-assisted technologies, hosts Reed Smith and Chris Boyer dive into an almost philosophical discussion on whether machines are poised to take over healthcare. Is the Singularity upon us? With a discussion on how computers have developed more intelligence and the rise of computer learning, the hosts discuss a number of trends in which computers are becoming smarter than humans (with Natural Language Processing and image identification). This episode features an expert interview with Nathan David of the Cleveland Clinic, in which he discusses how they are using machine learning to help improve their digital advertising to support patient acquisition. Show Notes:: - Don't let IBM's blunders in health care blind you to the huge benefits of technology in medicine - https://www.cnbc.com/2017/09/07/ibms-struggle-with-watson-in-health-care-doesnt-mean-tech-cant-help.html - Are Computers Already Smarter Than Humans? - http://time.com/4960778/computers-smarter-than-humans/ - AI tops humans in computer vision, and healthcare will never be the same - https://siliconangle.com/blog/2017/09/27/google-brain-chief-jeff-dean-ai-beats-humans-computer-vision-healthcare-will-never/ - Growing NLP Marketplace Drives Healthcare Machine Learning - https://healthitanalytics.com/news/growing-nlp-marketplace-drives-healthcare-machine-learning - How to Keep Your Marketing Job Through the AI Revolution - https://www.forbes.com/sites/ekaterinawalter/2017/10/09/how-to-keep-your-marketing-job-through-the-ai-revolution/#7a6bcd16331a - Nathan David Twitter - https://twitter.com/nathanpdavid - Nathan David LinkedIn - https://www.linkedin.com/in/nathanpdavid/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

 TP36 - The Evolution of Digital Communication Education | File Type: audio/mpeg | Duration: 01:12:03

For hospitals and health systems, education is an important way to not only train new entrants into the field (through residencies and fellowships), but also hone existing talent (through CMEs and CNEs). In this episode, hosts Reed Smith and Chris Boyer discuss how healthcare organizations are using education and the growing role of digital in evolving and reshaping the way this training is delivered. Featuring an interview with Michael Mackert and Erin Donovan of the University of Texas - Austin’s Moody College of Communication. Show Notes:: - Medical education’s “digital revolution” - http://epmonthly.com/article/medical-education-s-digital-revolution/ - Seven Medical Education Apps for Doctors: https://blog.capterra.com/top-7-medical-apps-for-doctors/ - NCI Pink Book: https://www.cancer.gov/publications/health-communication/pink-book.pdf - Michael Mackart: https://advertising.utexas.edu/faculty/michael-mackert - Erin Donovan: https://commstudies.utexas.edu/faculty/erin-donovan Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

 TP35 - Digital Planning for 2018 | File Type: audio/mpeg | Duration: 01:02:02

Are you in the middle of planning for 2018? Tune in to listen to Chris, Reed and special guest Bobby Rettew talk about considerations around new technology and trends that are impacting healthcare marketing as we move into the next calendar year. Special thanks to our sponsors - Transparently - Binary Fountain - Influence Health

 TP34 - From a 24-Hour to a 24-Second News Cycle: The Evolving Role of Digital in a Crisis | File Type: audio/mpeg | Duration: 01:06:30

According to Wikipedia, the term crisis management is defined as "a set of factors designed to combat crises and to lessen the actual damages inflicted.” While every hospital and health system has had to face a crisis at some point in time, the use of digital tools have often not been properly leveraged to assist with crisis communication. In this episode, hosts Reed Smith and Chris Boyer discuss ways in which organizations can begin applying the online tools, systems and processes to support crisis communication, and provide first-hand advice on how best to assess and respond to certain crisis. Featuring an interview with Lance Lunsford, Chief Marketing and Business Development Officer for the Texas Hospital Association, in which he shares how crisis response has evolved over the last 30 years, and how social media has dramatically impacted this discipline. Show Notes:: - Don’t Be Scared, Be Prepared: Social Media in Crisis Communication - http://www.convinceandconvert.com/social-media-strategy/dont-be-scared-be-prepared-how-to-manage-a-social-media-crisis/ - BCBS of NC and Mission Health using Social Media to Negotiate: #Twitter War: http://bobbyrettew.com/2017/09/18/bcbs-of-nc-and-mission-health-using-social-media-to-negotiate-twitter-war/#sthash.x5Gs7pkr.dpbs - Lance Lunsford on LinkedIn: https://www.linkedin.com/in/lancelunsford/ - Lance Lunsford on Twitter: https://twitter.com/lancelunsford - Create More Flow book: https://createmoreflow.com/ - The Cluetrain Manifesto: http://www.cluetrain.com/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

 TP33 - Can a Good Digital Patient Experience Impact Quality? | File Type: audio/mpeg | Duration: 01:05:22

The beauty about digital is that everything is absolutely measurable. And while measuring ROI is now the norm for healthcare digital marketers, can we also claim that digital can have an impact on quality? Is there such a thing as “Return on Health” (ROH)? In this episode, hosts Reed Smith and Chris Boyer discuss the corollary and causal impacts a good digital presence can have on impacting quality outcomes. They define a framework on how hospitals can map their digital tools and tactics to the patient journey, and share examples and case studies to help illustrate how a good digital patient experience can impact quality. Featuring an expert interview with David Dolton from DocASAP. Show Notes:: - Tools and Strategies for Quality Improvement and Patient Safety: https://www.ncbi.nlm.nih.gov/books/NBK2682/ - How Digital and Mobile Improve the Patient Experience: https://hbr.org/webinar/2017/05/how-digital-and-mobile-improve-the-patient-experience - David Dolton on LinkedIn: https://www.linkedin.com/in/davedolton/ - David Dolton on Twitter: https://www.linkedin.com/in/davedolton/ - DocASAP: https://docasap.com/ - Google Drive: https://drive.google.com - Rubik’s Cube: https://www.rubiks.com/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

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