Bringing Disney Magic to Hospital Wait Times

Dr Mickey

It’s nothing new for hospitals to look to revered service brands like Ritz-Carlton and Disney for lessons in customer service.  Many a hospital has hired one of their consultants to provide counsel on revolutionizing their patient experience program.  As a mom planning a Disney World vacation, it has become even more apparent to me that [...]

Fines and Headlines: 5 Tips to Prepare for a Crisis Before It Happens


While retailers have certainly had their fair share of headlines related to information breaches, they are not the only target. In the health industry, more than 29 million patients’ records have been compromised since 2009. To understand what this means, take a look at this infographic created by the Health Information Trust Alliance (HITRUST) based [...]

Buried Treasure: How to Maximize the Content You Already Have

In healthcare, people don’t generally like to think about reusing things –unless, of course, they’ve been sterilized. Whether your hospital just started a new fiscal year or you are getting ready for budget season, now is a good time to be thinking about how you can reuse, reimagine and repurpose content you already have to [...]

How to Keep Your Ad Campaign from Becoming the Next PR Nightmare

Let me start by saying that when I drink soda, I often choose Dr. Pepper –I like the taste. However, like many others, I was horrified by the launch of Dr. Pepper 10, a drink they promoted as “not for women.” According to USA Today, the drink resulted from the company’s research, which found that [...]

Being the Amazon of Healthcare: Accelerating Patient Engagement

Depending on who you ask, you may get a different definition of patient engagement. To some, patient engagement is synonymous with having a patient portal (access to their personal medical record). For some, patient engagement requires that people actually use the patient portal. The people that give those answers are likely healthcare IT professionals or [...]

Action Bias in Health Care Communications


People are irrational in predictable ways. That phrase caught my attention. Economics professor and author Douglas Hough recently made this claim in his book Irrationality in Health Care. Among his many examples of behavioral economics at work in health care is the concept of action bias. With respect to patients, action bias is the expectation [...]

Broadening Our Horizons: The Changing Role of PR Professionals in Healthcare

As healthcare public relations professionals, we have often suffered from an identity crisis. No one understands what we do, let alone appreciates it. Often we complain that the marketing folks get all of the attention – and the budget! If you are sulking away in your cubicle, it’s time to shake it off. The role [...]

Extreme Brand Makeover –2013 Hospital Edition: Five Guiding Principles for Hospital Renaming

Once upon a time, healthcare included physician offices and hospitals. As the healthcare delivery system evolved, non-university based hospitals began including “medical center” or “regional” in their name to reflect advanced equipment and programs and expansion of services to include both acute and non-acute care services. And somewhere along the way, we ended up with [...]

The Fear Factor: Getting Americans to Choose Vaccination over the Flu

By Kim Blake (@kimkblake) If you are like many Americans, you’re watching the news in a panic because the flu is rampant and you didn’t get your flu shot.  It’s not like this is the first time it’s happened – the flu comes around every year just like birthdays and anniversaries.  But, like a bad [...]

5 Reasons for Businesses to Blog in 2013

Though social media has become an integrated part of virtually all businesses and their communications strategies, it surprises me that some companies are still questioning the value of a blog. Here are 5 reasons for healthcare organizations to embrace this .