In this case study, large health systems implement IBM Watson Health to surface improvement opportunities. Using this tool, they were able to cut costs, reduce patients’ length of stay, acquire actionable data, address number of readmissions and improve management of COPD and sepsis.
1. Meet the new healthcare consumer
The consumerization of healthcare, major demographic shifts, and the migration
to mobile and social media are tilting the balance of power away from traditional
healthcare marketers and into the hands of potential patients.
2. Online reputation is the new competitive frontier for marketers
Healthcare brands are no longer controlled by marketers. Patient feedback about
doctors and facilities online is leading to total market transparency for healthcare
consumers. CG-CAHPS surveys only go so far in providing social proof.
3. Healthcare branding is becoming hyper-local
In the search for providers, all branding is local – at the level of individual
practitioners and facilities. Proliferating points of presence on the web make this
a challenge that requires technology. But healthcare marketers who scale online
review volume and quality will be rewarded with higher search visibility.
4. Business implications
Online ratings and reviews stand between everyth
Creating competitive advantage starts with a
sound digital strategy.
In a 2017 survey of healthcare consumers across the U.S. from a representative range of demographic groups, we found that 88% of consumers begin their search
for healthcare providers online. Consumers rely on search engines and review sites
to steer their decisions about where to go for care.
What consumers read about you online heavily influences their decision-making.
Your reputation is defined at every touchpoint a potential patient has with your
doctors and organization on the web — from the doctor or location listing, to patient
rating and reviews, to finding the right doctor and reading profiles on your website.
Done well, online reputation management (ORM) enables your providers to
generate a high volume of representative reviews from the “silent majority,”
while providing valuable insights to improve patient experience, make operational
improvements and drive new patient appointments.
KEEP YOUR TEAMS MOVING AND PATIENTS SAFER
More and more patients are turning to Ambulatory Surgery Centers (ASC) for outpatient surgeries, diagnostic testing and preventive procedures. Case volumes continue to rise and competition for patients is intensifying. At the same time, reimbursement rates are declining. How are ASCs thriving in this rapidly-changing climate? By incorporating sophisticated data capture solutions throughout the patient journey, ASCs are enhancing patient safety, improving clinical work flows and reducing overall costs.
Technology has had a truly transformative impact on the healthcare space. Thanks to innovations in technology, tools and their respective processes, the practice of treating patients has shifted from mostly reactive to proactive, enabling physicians and caregivers to approach healthcare in a more holistic fashion.
As part of that shift, hospitals, wellness centers and physicians’ offices are focusing on providing value over volume1, taking healthcare beyond the four walls of the facility and into patients’ homes, places of work and social centers. The concept of whole health is much easier to attain with technology such as artificial intelligence, analytics, wearables and mobile health (mHealth) apps, to name a few.
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