Somewhere in every access center there is a drop-down menu. No answer. Left message. Refused. Not interested. Wrong number. The person choosing from it has the least context in the building and the…
Healthcare marketing has had a caregiver persona for fifteen years. She was worried, researching options, wanting a second opinion. That was a fair description of the job in 2010. Today most family…
Pew Research Center published the first clean count of how much of the internet is now written with AI. Roughly one page in ten shows significant signs of it. Filter to pages published since ChatGPT…
When a channel gets regulated, the money does not disappear. It moves. And it has been moving a while now: pharma investment in out of home advertising rose more than sixfold between 2016 and 2024,…
Nine years. Five hundred episodes. The tools changed completely and the distance between a patient and their care barely moved. For episode 500, Chris Boyer and Reed Smith wrote a book about why, then…
HCAHPS produces 11 publicly reported measures of patient experience. Not one of them asks about a bill. The financial/billing experience sits outside most ways this industry uses to define patient…
Almost no modern health consumer can evaluate whether their surgery was done well, whether their imaging was read correctly or whether a different drug would have worked better. Economists have a name…
For thirty years, healthcare has met every new technology with the same four words, we've seen this before. Most of the time the doubt loses. The internet was called a fad, and by 2009 a majority of…
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…
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…
