We’re excited to share the topic and questions for this week’s #HITsm chat happening Friday, 7/27 at Noon ET (9 AM PT). This week’s chat will be hosted by Sunny Tara (@SunnyTaraVegas) and Janae Sharp (@coherencemed) from @CareCognitics on the topic of “Creating Loyalty in Healthcare“.
In the current healthcare landscape, one element that’s really missing is loyalty. We’ve all heard the stories of how the next generation of patients is much more likely to switch doctors. It seems that loyalty is hard to find in healthcare today.
The reality for most healthcare organizations and payers is that they didn’t have to worry too much about loyalty in the past. However, as the internet has empowered patients, creating patient loyalty is going to become extremely important.
Creating loyalty in healthcare is really challenging. In many cases, patients are going to their doctors who then tell them bad news. The same is true with insurance companies who are often the bearer of bad news to patients. How then can you transform these bad experiences and still build loyalty?
We (Sunny Tara and the team at CareCognitics) saw a similar challenge in the casino industry. Many of the casino patrons would come and lose a lot of money. Despite common thought, Casinos don’t want you to lose a lot of money because then you’ll have a bad experience and stop coming to that hotel which must be “unlucky.” To transform the patron’s experience, we used a combination of rewards and unique VIP experiences that turn the bad experience into a good one. Doesn’t this sound like some of what we need to do for patients in healthcare?
Join us for this week’s #HITsm chat where we’ll discuss loyalty in healthcare and what experiences we can offer patients to change these bad experiences into good ones and generate more loyalty. We hope you’ll come and share your good and bad experiences so we can all learn how to improve the patient experience.
Topics for this week’s #HITsm Chat:
T1: Describe the best experience you had (or that you heard about) in healthcare that created loyalty. #HITsm
T2: Describe the best consumer experience you had in your life outside healthcare that created loyalty. #HITsm
T3: What types of experiences, services, technology, etc would create loyalty for you in healthcare? #HITsm
T4: What types of experiences, services, technology, etc damage your loyalty in healthcare? #HITsm
T5: Should we be creating loyalty to doctors, hospitals, health systems, payers, HIT services? Why or why not? #HITsm
Bonus: What can employers do or are they doing to create employee loyalty? #HITsm
8/24 – TBD
Hosted by Colton Ortolf (@ColtonOrtolf)
We look forward to learning from the #HITsm community! As always, let us know if you’d like to host a future #HITsm chat or if you know someone you think we should invite to host.
If you’re searching for the latest #HITsm chat, you can always find the latest #HITsm chat and schedule of chats here.