the 3 d's of smarter hospital marketing: data, digital and demand
TRANSCRIPT
The Three D’s of Hospital Marketing
Data, Digital and DemandLauren Douglass, MBA
DataDemandDigital
Agenda
Case Study
Data
Describe Target PopulationPrimary Service Area by
Population
Describe Target Population
0 to 4 5 to 9 10 to 14 15 to 19 20 to 24 24 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 to 85 85+0
10,000
20,000
30,000
40,000
50,000
60,000
70,000Age
Source: Census Data
Describe Target PopulationHouse Hold Income
$15K - $25K <$15K 200K+$150K - $199K $100K - $149K $75K - $99K$50K - $74K $35K - $49K $25K - $35K
Tapestry Mix
Rustic Outposts Cozy Country Living Middle GroundGenXurban Senior Styles Family LandscapesHometown Other
Source: Census Data; ESRI
Describe Your Hospital• What service lines are most profitable?• Where do you have capacity?• What can you do to help serve patients in specific disease
states?• Do you have programs that encourage wellness?
Services Lines
Payer Relationship
sPhysician Network
Scope & Uniqueness of Services
Location & Number of
Sites
Price Transparenc
y
Ease of Mobility for
Patients
Describe How You Compete
Digital
The Digital Consumer
The Digital Health Consumer
Sources: http://www.pewinternet.org/2015/04/01/us-smartphone-use-in-2015/http://www.pewinternet.org/2013/06/04/the-self-tracking-data-explosion/ Accenture Consumer Survey on Patient Engagement (2013) – United States
Demand
Taking Action1. Understand your strengths and your competition’s
weaknesses to identify an area of opportunity2. Identify the patient profile you want to target3. Utilize information you know about that target audience to
craft a digital campaign4. Launch campaign5. Monitor and tweak tactics and messaging6. Drive demand & volume
Case Study
YCU Memorial Hospital• In Western North Carolina• Smallest of 3 Hospitals Serving the Area• Popular Area for Retirees• 98 Beds• 444,332 in PSA• 223 Physicians & 1,100 Care Givers• Specialties Include:
• Orthopedics• Oncology• Obstetrics
YCU Memorial Hospital
GoalsIncrease Hip Replacements to 125 (74 in 2014)
Orthopedic Service
Line
Touch 25 patients over the age of 45 who have commercial insurance and who choose to have their hip replaced at YCU Memorial
Orthopedic
Marketing
Campaign
Global & Market Data
15 - 44 Years5%
45 - 64 Years45%
65+ Years51%
Hip Replacements by Age in the US
0 - 14 Years16%
15 - 44 Years35%
45 - 64 Years28%
65+21%
PSA Population by Age
Source: CDC, Census Data
YCU Memorial
Competitor A
Competitor B
-4%
-2%
0%
2%
4%
6%
8%
10%
7.75%6.60%
-3.35%
Net MarginCompetitive Advantage• More profitable• Member of a system with abundant resources• High provider to patient ratio• Multiple sites • Established local brand• Strong negotiating power with BlueCrossBlueShield North Carolina
Source: Billians
Community Data
BCBSNC
Medica
re Pa
ymen
ts
Commerc
ialHMO
Other*
Long T
erm Care
$0.00$20,000,000.00$40,000,000.00$60,000,000.00$80,000,000.00
$100,000,000.00$120,000,000.00$140,000,000.00$160,000,000.00
Payer Mix
Rustic OutpostsCozy Country LivingMiddle Ground
GenXurbanSenior StylesFamily Landscapes
Tapestry Map
Source: Esri, 2015
Consumer Profile• 45 + • Commercial insurance, probably BCBSNC• Homeowner• Chooses to do business in-person• Cost-conscious• Prefers short commutes• Digitally connected• Conscious about planning for financial & health future
Key Messages• YCU Memorial Hospital is a community-centric facility• Short-drive to the hospital and to follow-up appointments• Easy to park and navigate hospital campus• High provider to patient ratio means a more personalized care
experience• Multiple locations for rehab and follow-up appointments• We are not a large hospital with academic ties – our physicians
have been practicing for years and are engrained into the community
YCU Memorial Hospital’s Digital Footprint
Craft a Campaign• Consumer Relationship Management Tool • Emails• Homepage promotion• Digital ads on local news outlets• Facebook posts and boosts• Texts
Option A Option B 0
50
100
150
200
250
300
A/B Test Messaging
Responded Sent
Analysis of Performance Over 30 Days
Email 1 Email 2 Email 3 Email 4 Text0
1000
2000
3000
4000
5000
6000
7000
8000
Direct Tactics
Responded Sent
Impressions Engagements
Homepage 94,723 623Banner Ad 101,834 1,629Facebook 119,852 987
Gender of Respondents
Male Female
Paid Media
Mid-Year Results• Mid-Year Results• 11 have been touched by
marketing• 44% to goal
Hip Replacement Value by Tapestry
Senior Styles Rustic OutpostsCozy Country Living Other
Questions?
Follow @YourCareU