touch point podcast

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TP48 - Data: The Dangerous Currency of Ransomware Jan 03, 2018

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This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. There are multiple ways we use the internet to track our health and interact with care providers. This digital footprint has proven to be a pro and con to those working in the industry. CIOs and those in IT at hospitals and health systems have long been concerned with HIPAA and PHI data security. In this episode, hosts Chris Boyer and Reed Smith discuss how “ransomware” - one of the most pressing threats to the healthcare industry - has evolved over the years and how health systems today are responding to these cybersecurity threats. Our interview with John Mason of OakHorn Solutions in which he shares his experience working with hospital leaders on how to best prepare for malware/ransomware threats. Mentions from the Show: Michael Venske’s website: michaelvenske.com The Hidden Data Economy: The Marketplace for Stolen Digital Information whitepaper: https://www.coursehero.com/file/20348238/digital-economy/ I Feel Nothing: The Home Depot Hack and Data Breach Fatigue: https://www.npr.org/sections/alltechconsidered/2014/09/03/345539074/i-feel-nothing-the-home-depot-hack-and-data-breach-fatigue Wikipedia definition of Ransomware: https://en.wikipedia.org/wiki/Ransomware A History of Ransomware Attacks: https://digitalguardian.com/blog/history-ransomware-attacks-biggest-and-worst-ransomware-attacks-all-time You Should Share Your Health Data: Its Value Outweighs the Privacy Risk: http://www.kpcb.com/blog/you-should-share-your-health-data-its-value-outweighs-the-privacy-risk How Much is Your Health Data Worth? https://innovatemedtec.com/content/how-much-is-your-health-data-worth John Mason on LinkedIn: https://www.linkedin.com/in/johnmason4/ John Mason on Twitter: https://twitter.com/jtmasoniv OakHorn Solutions: http://oakhornsolutions.com/ Find Us Online: Touchpoint podcast Twitter: https://twitter.com/touchpointpcast Reed Smith Twitter: http://www.twitter.com/reedsmith Chris Boyer Twitter: http://www.twitter.com/chrisboyer Chris Boyer website: http://www.christopherboyer.com/ Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: Loyal: https://loyalhealth.com/ Influence Health: http://www.influencehealth.com/ Binary Fountain: https://binaryfountain.com/ dotHealth: https://get.health/touchpoint

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TP47 - 2017 Year in Review Dec 27, 2017

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This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. In this very special episode, hosts Reed Smith and Chris Boyer recap the past year, sharing the high (and low) moments from the show, including awarding the first annual “touchies” award in the following categories: Best “Cold Open,” Best Episode, Best Alternate Name for TouchPoint/TouchCounterPoint, Best Guest and Biggest Fan. Special thanks to all of our listeners, guests and sponsors for making 2017 a transformative year for our podcast - and we look forward to much more in 2018! Happy New Year! Find Us Online: Touchpoint podcast Twitter: https://twitter.com/touchpointpcast Reed Smith Twitter: http://www.twitter.com/reedsmith Chris Boyer Twitter: http://www.twitter.com/chrisboyer Chris Boyer website: http://www.christopherboyer.com/ Social Health Institute: http://www.socialhealthinstitute.com/

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TP46 - The How and Why of ROI Dec 27, 2017

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This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Measuring ROI is not for the faint of heart. However for hospital and healthcare marketers, it is one of the most important KPIs that they can track. In this episode, hosts Chris Boyer and Reed Smith discuss the difficulty many in the industry face when trying to track the financial return of their efforts. With tips on how to use CRM, marketing automation, websites and other digital tactics to measure ROI, the hosts discuss the pros and cons of how we’re currently using these tools to track our financial impact. Featuring an expert interview with David Marlowe, owner of Strategic Marketing Concepts, in which he shares his 30+ years experience helping hospitals in their measurement strategies. Mentions from the Show: Michael Venske’s website: michaelvenske.com Formula for ROI: https://www.investopedia.com/terms/r/returnoninvestment.asp Tracking Goals/conversions in Analytics: https://support.google.com/analytics/answer/1012040?hl=en PPC - https://www.searchenginejournal.com/5-essential-roi-formulas-every-ppc-manager-really-needs-know/157051/ Marketing Automation ROI: https://www.newfangled.com/roi-measurement-with-marketing-automation-6/ Website ROI: https://www.growthlabs.marketing/blog/how-to-measure-roi-website Social media: https://www.slideshare.net/ChrisBoyer/texas-hospital-association-social-media-roi-reform-presentation PR Barcelona Principles: http://www.prnewsonline.com/barcelona-principles-2-0/ David Marlowe LinkedIn - https://www.linkedin.com/in/david-marlowe-8041b46/ Touch•point Podcast End-of-year Survey: https://reedsmith.typeform.com/to/MH3lLv Radan A22 Carry-on Luggage: https://www.raden.com/products/a22-carry?product_1_color_name=black&product_1_finish_name=gloss Moo Cards: https://www.moo.com/us/ Find Us Online: Touchpoint podcast Twitter: https://twitter.com/touchpointpcast Reed Smith Twitter: http://www.twitter.com/reedsmith Chris Boyer Twitter: http://www.twitter.com/chrisboyer Chris Boyer website: http://www.christopherboyer.com/ Social Health Institute: http://www.socialhealthinstitute.com/

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TP45 - Marketing and Communications: Two Sides of the Same Coin Dec 27, 2017

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This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. What’s the difference between marketing and communications? In this episode, hosts Reed Smith and Chris Boyer discuss the definitions of each, and how in hospitals these definitions have often become muddled and intertwined, and how digital has forced these traditionally siloed departments to begin rethinking and retooling the way they work together. From trying to define who owns social media, to highlighting the differences between content marketing and brand journalism, are digital tools reshaping the way we integrate together? Featuring an expert interview with Matt Kucharski, president of Padilla, in which he shares his experience and thoughts on the difference between marketing and communications. Mentions from the Show: Advisory Board - Structure of Integrated Marketing and Communications Departments at Hospitals; https://www.advisory.com/research/market-innovation-center/original-inquiry/2007/06/structure-of-combined-marketing-and-communications-departments-at-amcs AMA Definition of Marketing: https://www.ama.org/AboutAMA/Pages/Definition-of-Marketing.aspx PR and Marketing - What’s the Difference? https://publicrelationssydney.com.au/pr-marketing-whats-difference/ David Meerman Scott - PR vs. Marketing vs. Social Media: https://www.webinknow.com/2013/06/pr-vs-marketing-vs-social-media.html Matt Kucharski LinkedIn - https://www.linkedin.com/in/mattkucharski/ Matt Kucharski Twitter - https://twitter.com/mkucharski Padilla Communications Company - https://www.padillaco.com/ Touch•point Podcast End-of-year Survey: https://reedsmith.typeform.com/to/MH3lLv Find Us Online: Touchpoint podcast Twitter: https://twitter.com/touchpointpcast Reed Smith Twitter: http://www.twitter.com/reedsmith Chris Boyer Twitter: http://www.twitter.com/chrisboyer Chris Boyer website: http://www.christopherboyer.com/ Social Health Institute: http://www.socialhealthinstitute.com/

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TP44 - Is Marketing Quality, Quality Marketing? Dec 13, 2017

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This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain. Traditionally, marketing and quality departments operate separately within a hospital. However, much like other areas in a health system (patient experience, IT, clinical care), we are starting to see marketing departments play an active role is quality initiatives. In this episode, hosts Reed Smith and Chris Boyer discuss how certain quality measures play an important role in healthcare consumerism and share ways in which marketing can successfully promote quality to various stakeholders. From the Joint Commission certification through the Magnet Journey, digital marketing is playing an active role in support quality efforts. This episode also features an expert interview with David Thomsen of 3rd Gate Consulting in which he shares his experience in using social media as a quality input to the Baldridge Award. Mentions from the Show What are Quality Measures - https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/QualityMeasures/index.html The role of quality in hospitals - https://www.ahrq.gov/professionals/quality-patient-safety/talkingquality/create/hospitals/examples.html AHA Pricing Transparency Toolkit - http://www.ahacommunityconnections.org/content/14transparencytoolkit.pdf Evolution of Social Media in Balrdridge - https://www.linkedin.com/pulse/20140828132202-13988078-malcolm-baldrige-quality-award-how-social-media-is-evolving/ Joint Commission “How to Find Reliable Online Health Information” - https://www.jointcommission.org/assets/1/18/patient_101.pdf Texas Health Quality page - https://www.texashealth.org/Pages/Quality-and-Patient-Safety.aspx Dave Thomsen LinkedIn - https://www.linkedin.com/in/david-thomsen-a86a3812/ Third Gate Consulting - http://thirdgateconsulting.com/ Find us Online Touchpoint podcast Twitter: https://twitter.com/touchpointpcast Reed Smith Twitter: http://www.twitter.com/reedsmith Chris Boyer Twitter: http://www.twitter.com/chrisboyer Chris Boyer website: http://www.christopherboyer.com/ Social Health Institute: http://www.socialhealthinstitute.com/

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TP43 - The Rise of the Robots...er, Chatbots Nov 29, 2017

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Chatbots are not a new concept - they have been around since 1994. But with recent advances in artificial intelligence (AI) and machine learning - along with major platform providers like Facebook, Google and Microsoft providing access to their technologies to conversational UI developers - the expansion of chatbots is dramatically expanding in many industries - including healthcare. In this episode, hosts Reed Smith and Chris Boyer discuss the rise of the chatbots in hospitals and health systems, sharing examples and types of applications and discussing some of the interesting challenges chatbot technology faces when being adopted in a health setting. This episode also features an expert interview with Steve Leibforth of Healthgrades in which he shares some of the ways they are working with hospitals on clinical chatbot solutions. Show Notes: - Chatbot wikipedia - https://en.wikipedia.org/wiki/Chatbot - Turing Test wikipedia - https://en.wikipedia.org/wiki/Turing_test - Chatbots - The Conversational Enterprise: https://dupress.deloitte.com/dup-us-en/focus/signals-for-strategists/era-of-conversational-user-interface-chatbots.html - How Chatbots Will Shape the Future of Healthcare - https://chatbotsmagazine.com/how-chatbots-will-shape-the-future-of-healthcare-fa8e30cebb1c - Challenges with Chatbots — not just technical - https://chatbotslife.com/challenges-with-chatbots-not-just-technical-ecb39612422f - Healthgrades CareChats Chatbot solution - https://www.hospitals.healthgrades.com/hospitals/solutions/engage-and-retain-patients/carechats/ - Steve Leibforth LinkedIn - https://www.linkedin.com/in/sleibforth/ - Steve Leibforth Twitter - https://twitter.com/sleibforth Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://loyalhealth.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://binaryfountain.com/

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TP42 - Healthcare Internet of Things: It’s Getting HIoT in Here Nov 22, 2017

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We’ve all heard the buzz-term - “the Internet of Things” (or IoT). But for healthcare, what does that really mean? In this episode, hosts Chris Boyer and Reed Smith dive into a newly formed buzz-term: HIoT (or Healthcare Internet of Things). From health and wellness trackers to medical devices that are always-on and connected, they dive deep into the ways hospitals and health systems are developing internet connected device offerings for patients and physicians. What are the impacts and challenges of adopting these new technologies into clinical care management? Also, this episode features an expert interview with Stephanie Ayars from the Mayo Clinic, discussing their new Mayo Clinic First Aid Alexa skill. Show Notes: - Value Creation and Value Capture of the Internet of Things: https://dupress.deloitte.com/dup-us-en/deloitte-review/issue-17/value-creation-value-capture-internet-of-things.html?icid=interactive:not:aug15 - Ten Examples of the Internet of Things in Healthcare:: https://econsultancy.com/blog/68878-10-examples-of-the-internet-of-things-in-healthcare - Five Challenges of IoT in Healthcare:: http://searchhealthit.techtarget.com/tip/Five-challenges-of-IoT-in-healthcare-that-put-it-at-risk-of-failure - Mayo Clinic Alexa First Aid Skill: https://www.mayoclinic.org/voice/apps - Stephanie Ayars on LinkedIn: https://www.linkedin.com/in/stephanieayars/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://loyalhealth.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://binaryfountain.com/

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TP41 - Defining Consumerism in Healthcare Nov 15, 2017

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It’s clear that marketing and patient experience efforts in hospitals are trying to address an unparalleled shift to consumerism. But is the concept of “consumerism” the same for the healthcare industry as it is for other industries? Can hospitals ever become as “consumer-first” as Amazon, Uber or Disney? In this episode, hosts Reed Smith and Chris Boyer explore the concept of consumerism and address trends that are impacting how hospitals and health systems are transforming their organization to embrace a patient-first mentality. Featuring an expert interview with Gary Frazier of OM Healthcare, in which he shares his perspective on empowering the consumer in healthcare and how his organization seeks to put the consumer first in an open marketplace. Show Notes: - Wikipedia definition of Consumerism: https://en.wikipedia.org/wiki/Consumerism - Advisory Board - How Consumerism is Redefining the Role of the Hospital Strategic Planner: https://www.advisory.com/research/health-care-industry-committee/the-bridge/2017/01/consumerism-and-the-strategic-planner - Kaufmann Hall - 2017 State of Healthcare Consumerism study: https://www.kaufmanhall.com/resources/2017-state-consumerism-healthcare - Gary Frazier on LinkedIn: https://www.linkedin.com/in/gary-d-frazier-56113011/ - OM Healthcare: https://www.omhealthcare.com/ - Crooked Conversations: https://itunes.apple.com/us/podcast/crooked-conversations/id1292665011?mt=2 - Foam Acoustic Panels: https://www.amazon.com/Burgundy-Charcoal-Acoustic-Panels-Studio/dp/B01G63LD4Q/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://loyalhealth.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://binaryfountain.com/

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TP40 - The Problem with Personalization Nov 08, 2017

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The concept of personalization (or personalized marketing) is often misunderstood by healthcare marketers and communicators, yet many of us aspire to embrace these concepts through our digital efforts. With the tools and techniques now available to hospitals and health systems, many organizations are starting to explore how to combine their websites, social media, CRM, and other digital channels to build a 1:1 connection with their audiences. In this episode, hosts Chris Boyer and Reed Smith discuss the current landscape of personalization and address some of the challenges that hospitals could face. Personalization expert John Berndt, of the Berndt Group shares his first-hand insights into adopting a successful personalization strategy. Plus, Reed wonders what it would be like to get a tailored suit. Show Notes: - Wikipedia definition of Personalization: https://en.wikipedia.org/wiki/Personalization - From Persona to Person: http://thinkrevivehealth.com/resource/personalized-marketing/ - You Can’t Improve Personalization If You Don’t Measure It: https://diginomica.com/2017/10/30/you-cant-improve-personalization-if-you-dont-measure-it/ - The Berndt Group: http://www.berndtgroup.net/ - "The Targeting Ten:" Basic Questions to Evaluate Personalization Tactics - http://www.berndtgroup.net/thinking/blog/personalization/the-targeting-ten-basic-questions-to-evaluate-personalization-tactics - John Berndt on LinkedIn: https://www.linkedin.com/in/john-berndt-57838b5/ - John Berndt on Twitter: https://twitter.com/rjohnberndt - Rag & Bone StarWars: https://www.rag-bone.com/star-wars/ - Henge Docks: https://hengedocks.com/products/tethered-dock Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://loyalhealth.com/

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TP39 - Cyber Security Risks for Hospitals Nov 01, 2017

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For hospitals and health systems trying to embrace the digital age, it’s important to understand the pros and cons of such an approach. In this episode, hosts Chris Boyer and Reed Smith discuss a very important topic: data and cyber security risks. Tasked with protecting HIPAA and PHI, the constant pressure to keep data safe and secure is critical. Chris and Reed share ways in which, CIOs and IT departments are adapting their tools and processes to adopt a safe digital environment while meeting the pressing demand by consumers for more open and transparent digital communications. They welcome data security expert Mark Burnette from LBMC Information Security to discuss current trends and approaches hospitals are taking. Show Notes: - Patient Data Security - How Hospitals Keep Pace: http://www.fiercehealthcare.com/special-report/patient-data-security-how-hospitals-keep-pace - How Ransomware Effects Hospitals: https://healthitsecurity.com/features/how-ransomware-affects-hospital-data-security - The Rise of Cloud Computing: https://www.healthdatamanagement.com/opinion/how-the-cloud-can-break-down-silos-within-hospitals - Data Privacy as well as Data Security: https://siliconangle.com/blog/2017/10/25/data-privacy-policy-just-- important-security-measures-protecting-netappinsight/ - Texas Hospital Association Helps Hospitals with Phishing Threats: http://www.healthcareitnews.com/news/texas-hospital-association-helps-2-hospitals-get-serious-about-phishing-threats - Mark Burnette on LinkedIn: https://www.linkedin.com/in/mburnette/ - LBMC Information Security: http://www.lbmcinformationsecurity.com/ - Cybersecurity Sense Podcast on iTunes: https://itunes.apple.com/us/podcast/cybersecurity-sense/id1269195484?mt=2 Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://loyalhealth.com/

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