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It IS What You Say, AND How You Say It: Four Tips for Providers Communicating With Male Patients

It’s the gender twist to the old saying “you can lead a horse to water, but you can’t make him drink.” When it comes to health, men* often are cast in the role of the horse, with “water” being played by any of the health care providers he needs to see when “dehydration” (illness or […]

What Does Chewbacca Mom Have to Do With Your Hospital? 4 Tips for Creating Successful Video Content

Chewbacca Mom

Are you one of the nearly 150 million people that have viewed the Chewbacca Mom video? Last Thursday, Texas mom Candace Payne went to Kohl’s to return some clothing. She left with a Chewbacca mask and was so delighted that she decided to post to Facebook Live, the livestreaming function launched by Facebook last August. […]

Healthcare Data Breaches – The New Normal?

Komando

For healthcare organizations, cyber breaches are less a question of “if” than “when.” Why? Personal medical information is worth 10 times more than a credit card number on the black market. What’s for sale? Names, birth dates, policy numbers, diagnosis codes and billing information. Your health credentials can go for about $10 each and may be used to […]

When Failure is a Good Thing: Lessons from SHSMD 2015

lscycle1

I spent the first half of my week at the Society for Healthcare Strategy and Market Development (SHSMD) conference in Washington, D.C.  While I am so accustomed to hearing case studies about “getting it right” at these conferences, I was intrigued by a subtle theme of why it sometimes is even better to fail – […]

Without a Leg to Stand On: Take 2 – More on My Experience in Healthcare

Last December, I offered four insights that came as a result of seven months of rehabilitation after back and knee surgeries. I admitted that healthcare from the patient’s perspective is quite humbling – and much different than what my 25+ years of healthcare experience had taught me. Here are the four observations that I wrote […]

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

hacker

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 […]