corporate communication in a changing hospital
DESCRIPTION
Guest Lecture on April 5 at Wageningen UniversityTRANSCRIPT
![Page 1: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/1.jpg)
Corporate Communication in a changing hospital
Celia Noordegraaf
WUR April 5, 2013
![Page 2: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/2.jpg)
Introduction
+ Education: Master of Dutch Language & Literature
Master of Marketing Strategy
+ Work: Academy of Expression & Communication
Vrije Universiteit Amsterdam
Hogeschool INHOLLAND
CUMAR BV
Jeroen Bosch Ziekenhuis, ‘s-Hertogenbosch
+ Private life Married, two sons
running, rowing, golf, music, theatre & art
![Page 3: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/3.jpg)
The hospital organization in 2007
+ Three hospitals merged in 2002 to one Jeroen Bosch Ziekenhuis
+ Ambition: a brand new hospital
+ Reality: not enough money, lack of company pride, three different hospitals using their old names, poor reputation, little hope for a better future, high ambition
![Page 4: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/4.jpg)
Trends in society
+ Call for transparency about quality of care
+ Health care is to become a market: government aims to make health care cheaper and better through competition
+ A lot of attention in the media for incidents and calamities
+ Less trust in doctors
+ The shopping health care consumer demands more service
+ Much information on the internet: dr. Google
+ More power to patient organizations
![Page 5: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/5.jpg)
+ 2.5 persons for Patient Information Service (flyers, meetings, 2 information centers)
+ 1 webmaster (no intranet)
+ 2.5 persons for press contacts (reactive), internal communications (staff magazine, newsletter)
+ Low budget, low ambition, low position
+ New ambition: to be proud of our hospital
The communication department
![Page 6: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/6.jpg)
Opportunity!
![Page 7: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/7.jpg)
![Page 8: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/8.jpg)
November 2007: driving the first piles
![Page 9: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/9.jpg)
The new JBZ emerges
![Page 10: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/10.jpg)
Health to Business
+ Knowledge exchange
+ Meeting point for doctors, health care managers and businesses
+ Ambition: stimulating innovation by
+ Meetings, excursions
+ H2B-Award
+ Adopting projects
www.h2bc.nl
![Page 11: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/11.jpg)
+ Once a week we discuss all press contacts
+ We serve them as quick as possible
+ We respect their independence
+ We are open and transparent about bad news (HSMR, analyses of calamities)
+ That is why we can count on them for good news (new treatments, events, new doctors)
Taking press relations serious
![Page 12: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/12.jpg)
March 13, 2010: kick-off fundraising campaign
![Page 13: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/13.jpg)
Vote for one of 10 projects to make the stay in the hospital more pleasant for patients
![Page 14: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/14.jpg)
The local society comes in action for the hospital
![Page 15: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/15.jpg)
![Page 16: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/16.jpg)
May 12, 2011: planting a tree
![Page 17: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/17.jpg)
June 27, 2011: the Prince of Orange opens the new hospital
![Page 18: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/18.jpg)
Art is part of the healing environment
+ Art brings comfort, distracts, inspires, helps process the life events that happen in the hospital
+ concerts in the chapel
+ theater (Sugarfriends)
+ paintings and sculptures
![Page 19: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/19.jpg)
+ 75% of the people in the area of coverage has already been in the new hospital
+ 94% knows the Jeroen Bosch Ziekenhuis
+ Patients mark the hospital at 7.7
+ Everybody is proud of the new hospital
New challenge: improving service and patient safety
2012 : one year later
![Page 20: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/20.jpg)
+ Patients, visitors, but also primary care doctors, nursing homes, health care insurers
+ Client Information Centre
+ Complaints
+ Market research (also online)
+ Web care, phone reachability, making appointments
New: Customer relations
![Page 21: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/21.jpg)
Schiphol concept in care
![Page 22: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/22.jpg)
customer service
SMS Alert
reminding
appointments
treatment
adherence
tackling crises
Met dank aan inspiratiesessie van www.linkedin.com/in/martijnhulst
![Page 23: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/23.jpg)
Patient empowerment & patient participation
![Page 24: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/24.jpg)
E-consult with Face Talk
![Page 25: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/25.jpg)
2013
+ The hospital is transforming into a safe, open, innovative, transparent and welcoming patient center
+ The communication department supports that change by offering tools: social intranet, Winkwaves and consulting at change communication
+ Roles: strategy, advice, implementation, execution, control
![Page 26: Corporate Communication in a changing hospital](https://reader034.vdocuments.us/reader034/viewer/2022052621/55852c32d8b42a86388b48d6/html5/thumbnails/26.jpg)
+ @Celianoor
+ http://www.linkedin.com/in/celianoordegraaf
To stay in contact