Touchpoint Podcast show

Touchpoint Podcast

Summary: The Touchpoint Podcast is dedicated to in-depth, topical discussions on hospital and health system digital marketing and digital patient engagement strategies. Hosted by Reed Smith and Chris Boyer, we will cover trends in technology, processes and approaches that are impacting hospital systems.

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  • Artist: Chris Boyer & Reed Smith
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Podcasts:

 TP17 - Voice-First in Healthcare | File Type: audio/mpeg | Duration: 00:57:07

Voice-enabled and voice-first technologies have been rapidly adopted by consumers, primarily due to the recent adoption of Amazon Echo and Google Home devices. But how can hospitals and health-systems begin introducing voice-first into their digital efforts? Hosts Reed Smith and Chris Boyer discuss some ways that hospitals are using voice-first to help with communication, education and clinical application. Featuring an interview with Shel Holtz about how voice-first, AI and mixed reality have the likelihood of fundamentally changing the way people will interact with organizations in the future.

 TP16 - A Primer in Evidence-Based Personas | File Type: audio/mpeg | Duration: 00:57:42

When developing a strategy for a digital, content or campaign strategy, it’s important to understand your audiences, their interests and their needs. Many hospitals and health systems are beginning to develop sophisticated methods in persona development. Hosts Reed Smith and Chris Boyer discuss the history of persona development, some of the major elements used to build them and list some of the “evidence-based” ways organizations are using to ensure these profiles align with the audiences they actually serve. Featuring an expert interview with content expert Ahava Leibtag.

 TP15 - Is There Really An App For That? | File Type: audio/mpeg | Duration: 00:51:49

Often, hospitals and health systems feel that a critical part of their mobile strategy should be the development of an app to help drive brand, promote patient engagement or even support patient acquisition. In this episode, hosts Reed Smith and Chris Boyer spend time discussing the important questions hospital marketers should ask before considering the development of an app, and share tips on how to ensure applications can be successful. Featuring an expert interview with Joe Doyle, this episode is chock full of great information!

 TP14 - Live From #HMPS17 | File Type: audio/mpeg | Duration: 00:57:29

Live from the 2017 Healthcare Marketing and Physician Strategies Summit, hosts Chris Boyer and Reed Smith welcome expert guests Ahava Leibtag, Ed Bennett, Matt Gove and Brian Gresh in this live recording. The hosts and guests engage in a spirited conversation about consumerism and how marketers can do a better job of owning experience in their health systems. They also debate the veracity of online feedback and answer questions from the audience.

 TP13 - Social Media is Dead - Long Live Social Media | File Type: audio/mpeg | Duration: 01:02:05

Ten years ago, hospitals and health systems began to slowly adopt social media into their marketing and communication strategies. Despite all that time, it seems that we are still struggling to understand and effective role these tools can play. In this episode, hosts Reed Smith and Chris Boyer level-set on the current state of social media, discussing the changes they've seen over the last decade in the tools and overall approaches. Has social media become just another medium? In this episode, they also interview the grandfather of social media, Lee Aase from the Mayo Clinic on how they have made social media part of the DNA of their organization.

 TP12 - Usability and the Patient Portal | File Type: audio/mpeg | Duration: 01:00:43

One of the most frequently used digital touchpoints by patients is the patient portal. Yet often hospitals or health systems spend little time investigating if their EMR/EHR patient portal is actually designed with the patient in mind. Hosts Reed Smith and Chris Boyer discuss how to bring UX/UI principles into the patient portal, and ask if "Meaningful Use" is either meaningful and useful from the patient perspective. They then interview expert Todd Foster about how MD Anderson Cancer Center was able to put patient's needs first in the development of their patient portal.

 TP11 - How to COPE With Content | File Type: audio/mpeg | Duration: 00:51:02

Developing an effective content creation and publishing strategy can be challenging for a hospital or health system. When trying to publish the right content to the right people at the right time, some have considered adopting the COPE ("create once, publish everywhere") model. In this episode, hosts Reed Smith and Chris Boyer explain the origins of COPE, discuss the challenges of the model and it's applicability for hospitals. They also interview Brian Gresh of the Cleveland Clinic to learn how they are developing an effective technology and content strategy.

 TP10 - Choosing the Right Conference | File Type: audio/mpeg | Duration: 00:52:48

Healthcare professionals often struggle with choosing the right conference to attend. Whether having to find budget or deciding which type of conference to attend, hosts Reed Smith and Chris Boyer dive deep into the various types of healthcare conferences to choose from, how to create criteria and even cover the best ways to use social media to optimize your attendance. Feature an expert interview with Judy Neiman, who organizes the national Forum for Healthcare Strategists annual summit.

 TP9 - The Intersection of Wearables and Medical Devices | File Type: audio/mpeg | Duration: 00:44:47

In this episode, Reed and Chris discuss the intersection of wearable technologies and medical devices, and how the sudden rise of wearable devices and the "internet of things" have driven the need for useful and usable solutions for patients and consumers alike. The hosts also touch on how hospitals should begin integrating this data into official patient records. This episode also features an expert interview with Dana M. Lewis in which she discusses the #OpenAPS community and the #WeAreNotWaiting movement.

 TP8 - The Evolving Role of SEO | File Type: audio/mpeg | Duration: 00:52:00

The topic of Search Engine Optimization (SEO) is discussed by Reed Smith and Chris Boyer in episode 8. First, they cover the essentials that every hospital and health system needs when considering an SEO strategy. They then review an article written by Shel Holtz on the declining relevance of SEO. Facing off, the hosts argue whether SEO will eventually be a moot point. Lastly, they interview Patrick Singson, principal of The Raven Firm, on the evolution of SEO and where hospitals need to focus in the future when optimizing their own search engine efforts.

 TP7 - Digital Team Structure | File Type: audio/mpeg | Duration: 00:49:53

In Episode 7 of the Touchpoint podcast, hosts Reed Smith and Chris Boyer discuss the structure and role of a digital team in a hospital or health system, including the responsibilities that a digital team should have and best-practices in staffing. They face off in a two-sided discussion on whether digital should be integrated or separated as a department. The episode also features an interview with Jared Johnson on how Phoenix Children's Hospital is structuring their digital team to meet clinical, marketing and patient experience needs.

 TP6 - Digital Professionalism | File Type: audio/mpeg | Duration: 00:41:25

Episode 6 of the touch•point podcast finds the hosts, Reed Smith and Chris Boyer discussing digital professionalism and the impact on physicians, healthcare professionals and hospitals. They explain the foundational principles of digital professionalism, the implications of HIPAA on transparency and how the millennial generation may offer newer ideas that can help us be more open to digital professionalism. Dr. Bryan Vartabedian, author of the 33Charts blog, offers first-hand insights into how doctors can embrace and control their digital professionalism.

 TP5 - Voice of Customer | File Type: audio/mpeg | Duration: 00:49:46

In the 5th episode of the touch•point podcast, Reed Smith and Chris Boyer discuss how hospitals and health systems can begin using Voice of Customer (VoC) to shape their online patient experiences, including some of the unique challenges healthcare organizations face when begin to track VoC. From HCAHPS to Net Promoter scores, the hosts discuss best practices and even face off in a heated debate on whether the customer is right. Featuring an expert interview with Matt Gove from Piedmont Healthcare where he shares tips that hospitals can use to begin crafting an advanced VoC program. Give it a listen!

 TP4 - Customer Relationship Management | File Type: audio/mpeg | Duration: 00:48:46

In Episode 4 of the TouchPoint podcast, Reed Smith and Chris Boyer take on the topic of CRM’s use in hospitals and health systems. They discuss the history of CRM in hospitals, briefly touch on the complementary technologies of marketing automation and PRM, and how hospitals are now moving the CRM out of the marketing suite to be used across the enterprise. They even cover some of the top reasons why CRM’s fail, and interview CRM expert Justin Rodriguez on the future of CRM in healthcare. An informative episode that only begins to scratch the surface of this critical technology.

 TP3 - Online Reputation Management | File Type: audio/mpeg | Duration: 00:49:01

In the third installment of the TouchPoint podcast, Reed Smith and Chris Boyer discuss online reputation management (ORM), how best to define it and what elements are important for hospitals to consider. From SEO to social media to publishing HCAHPS scores on physician profiles, the hosts explore the impact good reputation management has on the digital patient experience and wonder if there are better ways to measure reputation IRL. The hosts also debate the merits of third-party review sites vs. a hospital website as the most authoritative source for a health system’s reputation. Lastly, Rob Birgfield of Inova Health System joins us from an evening commute to discuss best-practices on gaining organizational support of reputation management. A fun and informative episode!

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