touch point podcast

Latest Episodes:

TP68 - Yelp or HCAHPS: Which is Better to Measure Patient Experience? May 23, 2018

Show notes

Today, there are a myriad of ways that patients can share their experiences with hospitals and health systems online. In this episode, hosts Reed Smith and Chris Boyer focus on two systems: Yelp and HCAHPS and discuss their differences, and how organizations should view both in the larger scheme of measuring patient experience. Featuring an expert interview with B.G. Porter of the Studer Group in which he discusses the impact consumerism is having on how hospitals can measure and solicit input from their customers. Mentions from the Show: What can Yelp teach us about measuring hospital quality? What Yelp can tell you about a hospital that official ratings can’t Yelp Hospital Reviews Capture More Than HCAHPS Surveys The HCAHPS Survey – Frequently Asked Questions The Studer Group online B.G. Porter of the Studer Group Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP67 - How the Digital Experience Impacts Brand May 16, 2018

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Branding is important for organizations of all sizes because it helps to define their value, gives employees direction and motivation, and makes engaging with customers easier. But how can digital help with your branding efforts? In this episode, Reed Smith and Chris Boyer discuss how hospitals and health systems can use digital tools and techniques to align with their brand, help deliver an online brand experience and engage with patients, physicians and employees. This episode features an in-depth interview with Rob Rosenberg, owner of Springboard Brand & Creative Strategy in which he shares practical tips that your health system can use to develop a digital branding strategy. Mentions from the Show: What is ‘digital branding’? The Importance of Brand Building in the Digital Age 7 Digital Tips to Expand Your Brand Presence and Reach Rob Rosenberg on LinkedIn Rob Rosenberg on Twitter Springboard Brand & Creative Strategy Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP66 - A Podcast of Podcasters Talking About Podcasts May 09, 2018

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Recorded at the recent Healthcare Marketing & Physicians Strategy Summit, hosts Reed Smith and Chris Boyer are joined by Scot Singpiel, professional podcaster for University of Utah Health Sciences. In this episode they discuss the current state of podcasting, share tips on how to create a successful podcasting program and learn how Scot has developed The Scope - the prolific podcasting programs for his health system. Mentions from the Show: The Scope - University of Utah Health Radio Scot Singpiel on LinkedIn Scot Singpiel on Twitter Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP65 - Live from #HMPS18 May 02, 2018

Show notes

From Salt Lake City, hosts Reed Smith and Chris Boyer welcome a panelists of guests from the Healthcare Marketing & Physicians Strategy Summit: Dan Dunlop (Principal at Jennings), JK Lloyd, President and Co-Founder of Eruptr, Andrew Rainey, EVP of Strategy for Binary Fountain, and Travis Moore, SVP, Market Solution Sales at Kyruus. In this episode, the guests discuss the potential fallout of the Facebook/Cambridge Analytica news, dive into a deep discussion on the concept of the “digital front door,” and end the episode with a spirited debate. Mentions from the Show: Dan Dunlop on LinkedIn JK Lloyd on LinkedIn Andrew Rainey on LinkedIn Travis Moore on LinkedIn Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP64 - Continuing Marketing Education: the new CME Apr 25, 2018

Show notes

Clinical healthcare professionals are required to annually engage in ongoing education to maintain their certifications, In this episode, hosts Reed Smith and Chris Boyer share their thoughts on how hospital marketing professionals should do the same, and share ideas on ways we can begin engaging in synchronous and asynchronous learnings. In addition, they both discuss how podcasting has become an important aspect of their learning and led to the development of Touchpoint Media. They also share a segment from the Forum Quorum - a podcast sponsored by the Forum for Healthcare Strategists dedicated to learning. Mentions from the Show: Four Habits from People That Are Always Learning The Forum for Healthcare Strategists Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP63 - Technology’s Impact on the Public Physician Apr 18, 2018

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There has been a significant and evolving change in the work of healthcare professionals, driven be the role digital has had in the way they learn, communicate and practice care. In this episode, hosts Reed Smith and Chris Boyer are joined by the host of the upcoming podcast “The Exam Room” Dr. Bryan Vartabedian, to discuss how doctors can adjust to a system that’s changing faster than many doctors can process. From the public dialogue that physicians must embrace to the value of the digital footprint, Doctor V shares first-hand experience on how he has embraced technology into his practice. Mentions from the Show: 33Charts.com post on The Exam Room – A New Medical Podcast Ed Bennett on Twitter Dr. Bryan Vartabedian on LinkedIn Dr. Bryan Vartabedian on Twitter Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP62 - Vendors and Agencies and Consultancies...Oh My! Apr 11, 2018

Show notes

For hospital and healthcare professionals, the need for outside expertise and support is important to help navigate our constantly changing industry needs and demands to be competitive. In this episode, hosts Reed Smith and Chris Boyer discuss the evolution (and intersection) of the roles vendors, agencies and consultancies play in supporting their clients. This episode also features an expert interview with Ed Bennett in which he shares tips on how healthcare professionals can better assess their partner needs, and the website he’s launching to help ease their selection process. Mentions from the Show: The State of Digital Marketing in Healthcare 2017 Smaller agencies filling gaps of declining AOR model In 2018, management consultancies will have their sights set on media How Four Agency Holding Companies Are Upping Their Consulting Skills Experts Predict: The Future of the Agency in 2018 Ed Bennett on Twitter Ed Bennett on LinkedIn MarTech Health Directory Alexa.com Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP61 - Worried About the Future of AI? Apr 04, 2018

Show notes

Artificial intelligence (AI) is in everything - your phone, your home, your car - yet, to many people, when you talk about AI, its use and application is misunderstood (and sometimes feared). In this episode, hosts Reed Smith and Chris Boyer discuss how this technology has implications across data management, responsible programming and population health management. Brian Gresh, President of Loyal Health, joins the podcast, sharing his expertise around the myths and realities of how hospitals and health systems can begin exploring AI to support the patient experience. Mentions from the Show: Your Data Is Crucial to a Robotic Age. Shouldn’t You Be Paid for It? ‘Citizen AI’: Teaching artificial intelligence to act responsibly In Canada: Feds to search social media using AI to find patterns of suicide-related behaviour Brian Gresh on LinkedIn Brian Gresh on Twitter UX for dogs Teacher gives fake spelling test as April Fool’s Prank Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP60 - The Role of Digital in Marketing Research Mar 28, 2018

Show notes

To hospitals, health systems and physician practices, the role of marketing research is an important part of development effective brand, engagement and growth strategies. And with the rise and impact of consumerism on healthcare, the methods used in market research are also evolving to include new digital tools and data sets. In this episode, Reed Smith and Chris Boyer discuss the various methods used by organizations when developing marketing research programs and interview expert Joseph Ridgway, President of Bruno & Ridgway Research Associates, on how hospitals can effectively leverage market research to support their strategies. Mentions from the Show: Understanding the Types of Marketing Research The Intersection of Digital Marketing and Market Research 5 market research trends to watch in 2018 BRAA Webinar: Using Consumers to Influence Healthcare Decision Making in 2018 Joseph Ridgway on LinkedIn Bruno and Ridgeway on Twitter Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth.

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TP59 - A CIO and a CMO walk into a Hospital… Mar 21, 2018

Show notes

In this episode, hosts Chris Boyer and Reed Smith are joined by John Mason, founder of Oakhorn Solutions and upcoming host of The Connected Hospital podcast, to discuss the role of the CIO within hospitals and health systems. Over the last two decades, the concerns CIOs have had about safety and privacy have become more complex, and now the definition of the “connected hospital” has grown to include data interoperability, clinical optimization and putting the connected patient at the forefront of our efforts. The hosts also discuss how IT and marketing are now becoming important and necessary partners to approach digital consumerism. Mentions from the Show: John Mason on LinkedIn: https://www.linkedin.com/in/johnmason4/ John Mason on Twitter: https://twitter.com/jtmasoniv OakHorn Solutions: http://oakhornsolutions.com/ Virtual reality takes local seniors on adventures, improves emotional well-being Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth.

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