Patient Experience Strategy and Research for Hospitals

PODCAST: Prior to his SHSMD 2012 talk, R. Kelly Myers of RKM Research shared a few insights with us during an audio interview.

Kelly’s research has shown that traditional customer service strategies don’t really compare to patient experience strategies, because the stakes are so much higher in healthcare. Additionally, he cautions hospital marketers to go beyond the “hot jargon” and carefully define patient experience and objectives.

Finally, he and his team have found that in the “real world,” many hospitals fail to include physicians as part of their patient experience strategy, because they perceive they don’t have control over what physicians do.

Listen to Kelly’s comments here.

And if you can make it to Philadelphia or can attend online, check out SHSMD Connections 2012 here.

Stewart Gandolf

Stewart Gandolf

Chief Executive Officer and Co-Founder at Healthcare Success
Stewart Gandolf, MBA, is CEO of Healthcare Success, a medical marketing and health care advertising agency. He is also a frequent writer and speaker. Most importantly, he is happily married and a "rock-n-roll daddy" to two wonderful girls.
Stewart Gandolf
Stewart Gandolf



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