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Rebounding from COVID-19How to prepare for reopening + drive growth
Presented by
&
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● Check computer sound settings● Attendees will be muted● Use the “Ask a question” feature
to post questions during the discussion(We’ll collect your questions for discussion at the end of the presentation)
BrightTALK
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Poll Question 1
Which of these current healthcare themes is affecting your organization the most?
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Today’s Presenters
Annie HaarmannHead of Consulting Services, Healthcare and Life Sciences,
Reputation.com
Reed SmithVice President, Digital
StrategyJarrard, Phillips, Cate &
Hancock
Eric SchmuttenmaerAssociate Vice President,
Digital Strategy and InnovationAMITA Health
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Key Themes
Safety ConcernsFear of the virus is extraordinary. Today, it is a significant obstacle for patients, driving an apparent lengthened return to “normal” for healthcare providers.
Revenue CrisisAfter months of temporary closures, the need to increase revenue-generating volumes is more critical than ever.
Increased Innovation Speed“New” modes of care are poised to stay, and there is desire for even more non-traditional modes of care.
Caregiver SupportCaregivers are managing a major crisis. Simultaneously, public perception of caregivers has risen. We must leverage this trust moving forward.
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Personal Impact
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Trust + Opinions
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Safety
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Caregiver Support & Encouragement
Employees are Stressed and Scared ● COVID-19 adds pressure to an already stressful profession● Trying to stay informed on new processes, perform new tasks ● Worried about their health, health of their families
Many Healthcare Providers are Working to Ease Stress ● Clear and timely updates● Providing childcare resources ● Offering meals and places to stay overnight
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Electives
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Rebuilding Consumer Confidence
Start Internally: Employees are most important audience ● Employees are feeling, and will continue to feel, stress● Provide timely, transparent updates● Personally engage employees ● Take quick action to address concerns
Remember: Responsible Transparency Builds Trust● Share information at appropriate time to bring a sense of purpose and confidence ● Responsibly share information to limit panic and confusion ● Match the messenger with the message
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Communicating Readiness to Reopen
● Coordinate Communications
● Identify the right messengers
● Showcase Clinician Spokespeople to Separate Facts from Fear
● Start Internally: Employees are most important audience
● Remember: Responsible Transparency Builds Trust
● Have a plan to communicate most likely COVID-19 scenarios
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The Future of Care
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Rapid Innovation
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22© 2020 by Reputation.com. Confidential and Proprietary.
Virtual Care
● AI-powered symptom checkers and chat
● Expansion of telemedicine services and options — 29%of patients have now tried telemedicine
● Drive access to in-network care, collect feedback to improve operations
Chat
Your risk for COVID-19 is low.
Select from one of the following options:
➔ Find care nearby.
➔ Start a virtual visit.
➔ Provide feedback.
Have you been exposed to anyone who tested positive for COVID-19?
No
Do you currently have a cough, shortness of breath, fever or sore throat?
No
Scaling for rapid growth
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© 2020 by Reputation.com. Confidential and Proprietary.
Telemedicine
Connect virtual and in-person visit feedbackto improve SEO for individual providers and locations online
Opportunities to collect feedback, improve sentiment and drive SEO benefits
Of the 29% of patients who have experienced telehealth ...
89% were satisfied
11% were not satisfied
Feedback
Thank you for using virtual care.
Please rate your overall experience:
★★★★☆Please tell us about your experience:
The doctor was friendly and reassuring as she listened to my concerns. Unfortunately, the app was slow and crashed once when I used it. If the app had worked, I would have given five stars.
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24© 2020 by Reputation.com. Confidential and Proprietary.
Consumerism and Digital TransformationPatient experience shared across multiple business functions
Technology
Marketing
Patient Experience
Analytics & Business Intelligence
Human Resources
Revenue Cycle
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25© 2020 by Reputation.com. Confidential and Proprietary.
Consumerism and Digital TransformationReputation and experience management come together to create a single patient experience
Technology
Marketing
Patient Experience
Data & Analytics
Human Resources
Revenue Cycle
One Patient Experience
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26© 2020 by Reputation.com. Confidential and Proprietary.
Establish a Patient Experience Feedback HubCollect feedback from all experiences and access points
CUSTOMER VOICE Brand sentiment, insights and analysis to drive operational improvement
Ratings & reviews
Telemedicine /virtual care
SMS / text messaging
Google My
Business
Call center
Chat & chatbots
Employee surveys
Symptom checkers
Pulse surveys
Social media
CAHPS
FEEDBACKHUB
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Revenue Recovery
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28© 2020 by Reputation.com. Confidential and Proprietary.
Google My Business
● New URLs promote virtual care options, COVID-19 testing
● Use posts to provide protocol updates
● New guidance for healthcare listings
Get found. Get chosen. Drive revenue where it is needed most.
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Driving patient volumes where they’re needed most
PRIORITY SERVICE LINE, LOCATION TYPE OR GROUP
Determine where marketing focus should be; create subset of doctors or locations to
promote
search optimized landing pages for virtual care or specialty campaigns
CAMPAIGN + LANDING PAGES
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AMITA Health
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Case Study: AMITA Health Drives Virtual Care
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Poll Question 2
Why did you tune in today?
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Q&A
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Your Panelists
Annie HaarmannHead of Consulting Services, Healthcare and Life Sciences,
Reputation.com
Reed SmithVice President, Digital
StrategyJarrard, Phillips, Cate &
Hancock
Eric SchmuttenmaerAssociate Vice President,
Digital Strategy and InnovationAMITA Health
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Thank you for joining
[email protected] or at jarrardinc.comIf you have any questions
please reach out.
[email protected] at reputation.com