touch point podcast

Latest Episodes:

TP297 - Forget Publishing Wait Times - How Can We Eliminate the Wait? Sep 21, 2022

Show notes

A recent study revealed the average patient appointment wait time has increased over the past few years to nearly a month, due to a number of factors impacting the industry. In this episode, hosts Reed Smith and Chris Boyer share the results of this study, broken out by cities and specialties, then share ways in which health systems can begin to better understand overall wait times in an effort to improve their results and begin improving the patient experience.

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TP296 - Live from SHSMD 2022 Sep 14, 2022

Show notes

Live from the National Harbor in Maryland, host Reed Smith passes the baton to Chris Boyer, who shares field reporting from the annual Society for Healthcare Strategy and Market Development 2022. With short yet insightful interviews with Ed Bennett of Martech.Health, Justin Wartell of Monigle, Reba Thompson of WriterGirl, Jeff Speer of Revive Agency, Jessica Walker of Care Sherpa and Greg Gossett of Health Aware, they discuss the new role marketing plays in supporting recruitment and retention activities at health systems, how health systems and technology vendors are consolidating and partnering in new and exciting ways, and the ongoing role that patient experience plays in the importance of a health system’s strategy.

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TP295 - The Digital Healthcare Ecosystem Sep 07, 2022

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As health systems continue to evolve their online patient experience efforts, more and more are focusing on developing a “digital healthcare ecosystem.” In this episode, hosts Chris Boyer and Reed Smith discuss the concept of the Digital Healthcare Ecosystem (DHE), how it’s defined, how it differs from a Digital Front Door and the benefits that health systems can gain when launching this type of platform. They are joined by Mitch Holdwick of DeliverHealth who shares his perspective on developing an DHE strategy and how he views orchestration as key to the success of this strategy.

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TP294 - Taking a Stand Against Health Misinformation Aug 31, 2022

Show notes

For anyone in healthcare, the rise of health misinformation has become quite a concern. It is only exacerbated by the rise of social media platforms, and the ability to spread and amplify the content online is disturbing. In this episode, hosts Chris Boyer and Reed Smith discuss the challenges of health misinformation, how front line healthcare workers are responding and how we can leverage these very tools to support promoting accurate health information.

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TP293 - Trust, Teens and Technology: What Health Systems Need to Know to Reach New Audiences Aug 24, 2022

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Hosts Chris Boyer and Reed Smith discuss the latest Pew Research study that shows a remarkable shift in how teens are using social media and technology, and discuss how this is a bellwether for how hospitals and health systems need to shift their approaches to reach future generations seeking healthcare. They even share examples of how leading health systems are shifting the marketing and communication strategies to reach these new generations.

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TP292 - Is Digital Really the Future of Healthcare? Aug 17, 2022

Show notes

In this episode, hosts Chris Boyer and Reed Smith discuss how digital health and digital marketing solutions can help address the “triple aim” - improving patient experience, improving population health and reducing healthcare’s costs. They also share the five main traps healthcare organizations should avoid, to prevent them from falling into “digital myopia.”

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TP291 - The Rise of the Algorithms (and the Death of Social Media) Aug 10, 2022

Show notes

In this episode, hosts Reed Smith and Chris Boyer discuss how the rise of the recommendation engines in social media is potentially hastening the end of social media as we know it. From discussing the impacts of influencers on the innovation of social media platforms, to the overwhelming need to engage in social media advertising to stay relevant in the sea of social media content, the way hospitals and health systems will be forever changed.

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TP290 - The Time They Are (and Keep On) A-Changin’ Aug 03, 2022

Show notes

Health systems across the United States are feeling a number of pressures that are impacting the industry today, including very narrow margins, elevated labor costs and shifts in patient patterns. In this episode, hosts Chris Boyer and Reed Smith discuss how these challenges are impacting hospitals and share how marketing and IT are shifting their strategies to embrace these changes. Alan Shoebridge from Providence joins us to share his perspective on these current trends, and explains how his organization is embracing change management as a way to help navigate this “port-pandemic” landscape.

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TP289 – An Update on the Disruptive Healthcare Trifecta: Google, Facebook and Amazon Jul 27, 2022

Show notes

Four years ago, hosts Chris Boyer and Reed Smith discussed the impacts that the “disruptive healthcare trifecta” - Google, Facebook and Amazon - were predicted to have on the industry. In this episode, they reflect back on how these organizations have evolved and changed their strategies. They cover Google Health’s recent announcement of expanding the AI capabilities to organize patient data, Facebook’s shift to an ad-centric model (and the challenges of misinformation), and Amazon’s recent acquisition of One Medical as a cornerstone in their strategy from more than five years ago. Are these three companies still causing as much disruption as was predicted four years ago? Tune in to find out!

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TP288 - The Patchwork Quilt of Healthcare Data Jul 20, 2022

Show notes

Health systems face significant challenges in today’s age when developing first-party data strategies. In this episode, hosts Reed Smith and Chris Boyer discuss the need for digital marketers to adopt a data first strategy, including prioritizing data security and understanding the various different data security laws being implemented across the United States. They are joined by Jeremy Rogers of IU Health who shares his organizations journey to leveraging data to improve patient experiences.

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