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    Technology

    touch point podcast

    touch point is a podcast dedicated to discussions on digital marketing and online patient engagement strategies for hospitals, health systems, and physicians’ practices. In each episode, hosts Reed Smith and Chris Boyer dive deep into a variety of topics on the digital tools, solutions, strategies, and processes that are impacting the healthcare industry today.

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    Latest Episodes:
    TP406 - Digital Disruption and Changing Expectations of Digital Oct 23, 2024
    Show notes

    In this episode, hosts Reed Smith and Chris Boyer explore the significant disruptions currently transforming the US healthcare system, from innovations reshaping service delivery to changes in how the market operates and how patients receive care. They outline five major disruptive trends and discuss how health systems can build resilience in the face of these changes. This episode also features an insightful interview with Mike Schneider from Greystone, where he shares his perspective on the evolving digital expectations within health systems and offers an exclusive sneak peek of what to expect at HCIC this year.

    Mentions from the Show:

    • 2024 healthcare services outlook: Challenges and opportunities
    • The healthcare disruptors expected to make an impact in 2024
    • Driving growth through consumer centricity in healthcare
    • 2024 Outlook: 'Blurring of the lines' as providers, retailers and payers plotting primary care plays
    • Moody's upgrades healthcare outlook from negative to stable for 2024
    • Healthcare’s next chapter: What’s ahead for the US healthcare industry
    • A tough 2024 is on the horizon. Here's how Deloitte says healthcare leaders should prepare
    • HCIC.net
    • Greystone.net
    • Mike Schneider on LinkedIn

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP405 - Do Healthcare Consumers Actually “Shop”? Oct 16, 2024
    Show notes

    In this episode, hosts Reed Smith and Chris Boyer explore the concept of consumer-driven healthcare and why it often falls short of true "shopping" experiences, discussing how factors like insurance coverage, geographic limitations, and health drivers complicate decision-making for patients. From the pitfalls of online appointment scheduling to the limitations of "reserve your spot" features in emergency departments, they break down how healthcare systems must improve UX/UI design to better serve patients.

    Mentions from the Show:

    • Why “Shopping” is a Problematic UX Metaphor for Considered Purchases Such as Healthcare
    • The Future of Healthcare: 5 Trends to Watch in 2023
    • Health Literacy in the United States
    • America Worries About Health Costs
    • ​​Accenture: Human at the Heart
    • Real-Time Access to Electronic Health Record via a Patient Portal in a Tertiary Hospital: Is it Harmful? A Retrospective Mixed Methods Observational Study
    • From Data To Decisions: Using Insights For Better Results
    • Reed Smith on LinkedIn
    • Chris Boyer on LinkedIn
    • Chris Boyer website

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP404 - The New Health Playbook: Drivers, Consumerism, and Marketing Oct 09, 2024
    Show notes

    In this episode, Reed Smith and Chris Boyer the "drivers of health," healthcare consumerism, and the role of marketing in shaping patient experiences. They explore how social, economic, and environmental factors impact health, how consumers are increasingly empowered in their care decisions, and how a strategic, consumer-focused approach can drive meaningful change.

    Mentions from the Show:

    • Kaiser Permanente: Housing for health
    • Ten Years Later, Flint Still Doesn't Have Clean Water
    • Boston Medical Center Codesigns Food Is Medicine Resources with Local Community as Part of New Study
    • How Geisinger Health System’s Refund Promise Puts Patient Experience at the Center of the Enterprise
    • Dignity Health: Humankindness heals. Mind, body, and spirit.
    • Addressing the drivers of health to improve outcomes for everyone
    • Consumers rule: Driving healthcare growth with a consumer-led strategy
    • Reed Smith on LinkedIn
    • Chris Boyer on LinkedIn
    • Chris Boyer website

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP403 - The Three Axis of ROI in Healthcare Digital Experience Oct 02, 2024
    Show notes

    In this episode, Chris Boyer and Reed Smith explore how the concept of ROI in healthcare digital experience extends beyond financial returns to impact patient care, operations, and sustainability. They break down ROI into three key areas: growth, cost savings, and improving experience and highlight how digital tools like telemedicine, patient portals, and automation drive patient acquisition, streamline operations, and improve both patient and provider experiences.

    Mentions from the show:

    • Finding the ROI in Patient Engagement Programs
    • Reed Smith on LinkedIn
    • Chris Boyer on LinkedIn
    • Chris Boyer website

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP402 - Point Based vs. Platform solutions Sep 25, 2024
    Show notes

    In this episode, Reed Smith and Chris Boyer explore the critical decision organizations face between adopting point-based solutions vs. integrated platforms. They delve into the pros and cons of each approach, highlighting the importance of aligning these choices with organizational needs - and share how holistic frameworks and AI-powered technologies can elevate user experiences in healthcare, improving efficiency, patient satisfaction, and operational outcomes.

    Mentions from the show:

    • Point Solutions Or An Integrated Platform: A Business-Critical Decision
    • The platform play: How to operate like a tech company
    • Reed Smith on LinkedIn
    • Chris Boyer on LinkedIn
    • Chris Boyer website

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP401 - Is AIO the New SEO? Sep 18, 2024
    Show notes

    In this episode, hosts Reed Smith and Chris Boyer explore the evolution of search engine optimization and the growing impact of generative AI, exploring how large language models (LLMs) and their capabilities in natural language processing (NLP) can impact SEO efforts. They also touch on the benefits and challenges of AIO (Artificial Intelligence Optimization), highlighting how it automates content generation, data analysis, and task efficiency. Their conversation with Carrie Liken also offers insight into how businesses can optimize their strategies for AI-driven search environments.

    Mentions from the Show:

    • Unleashing the Power of Large Language Models for SEO
    • Move Over SEO, It's Time For AIO
    • Is the AI Revolution Overhyped? Maybe…
    • Carrie Liken on LinkedIn
    • Reed Smith on LinkedIn
    • Chris Boyer on LinkedIn
    • Chris Boyer website

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP400 - A Very Special (Milestone) Episode Sep 11, 2024
    Show notes

    In this milestone 400th episode of the Touch Point podcast, hosts Chris Boyer and Reed Smith reflect on the last almost eight years of podcasting, and share stories from the early days (how it began and the first few episodes), to how the topics have shifted over the years, and reflect on memorable moments throughout the show lifetime. They also are humbled to share voices messages from fans and former guests of the show: Steve Koch, Alan Shoebride, Drew Diskin, Joe Doyle, Chris Morris, Jeremy Harrison, James Gardner, Dave Dolton (of Optum), Aaron Watkins, Aaron Clifford, Cynthia Newton, Rob Rosenberg, Danny Fell and Jeremy Mittler. Thanks to all of our listeners - and here’s to 400 more!

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP399 - The Flat Pancake of Healthcare Sep 04, 2024
    Show notes

    In this episode, hosts Reed Smith and Chris Boyer explore the "flat pancake" metaphor as it applies to the evolving role of the Chief Digital Officer (CDO) in healthcare and discuss how with conflicting priorities and lacking a clear mandate, CDOs face unique challenges in driving digital transformation within complex healthcare systems. They are joined by Jerry Grady of the Ward Group, who shares his perspective on how health systems are evolving their approach in recruiting digital talent.

    Mentions from the Show:

    • Jerry Grady on LinkedIn
    • The Ward Group
    • Reed Smith on LinkedIn
    • Chris Boyer on LinkedIn
    • Chris Boyer website

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP398 - Patient Portals - PX Boom or Bust? Aug 28, 2024
    Show notes

    In this episode, hosts Chris Boyer and Reed Smith share an update on the evolution of patient portals and how healthcare leaders are leveraging them to drive patient experience - sometimes to unintended consequences. They also discuss two recent patient studies illustrating potential biases in the adoption rate of patient portals.

    Mentions from the Show:

    • How Leaders Are Using Patient Portals To Drive Patient Experience, Improve Collections
    • Online Portals Deliver Scary Health News Before Doctors Can Weigh In
    • Minorities and Non-English Speakers With Hypertension Not as Likely to Use Patient Portals
    • Racial Bias Might Be Infecting Patient Portals. Can AI Help?
    • Reed Smith on LinkedIn
    • Chris Boyer on LinkedIn
    • Chris Boyer website

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP397 - ICYMI: Are We Ready for Radical Digital Transformation? Aug 21, 2024
    Show notes

    In general, digital transformations can be difficult – particularly in health systems. In this episode, hosts Reed Smith and Chris Boyer discuss the overall need for provider organizations to embrace radical digital transformation, ponder if we are able to do so, and then discuss how prioritizing patient advocacy can yield to more impactful digital transformation. They are joined by Scott Becker, publisher of Becker’s Healthcare, who share insights and trends of the industry and how they might impact our need for transformation.

    Mentions from the Show:

    • Healthcare needs a digital transformation. Is it ready?
    • Expanding Patient Agency in Healthcare Interactions
    • Scott Becker on LinkedIn
    • Becker’s Hospital Review

    Learn more about your ad choices. Visit megaphone.fm/adchoices

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