Creating Loyalty in Healthcare – #HITsm Chat Topic

Posted on July 24, 2018 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

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

Upcoming #HITsm Chat Schedule
8/3 – A Picture is Worth a Thousand Words (Get your pictures ready to share!)
Hosted by John Lynn (@techguy) from @HealthcareScene

8/10 – What Does It Take to Be a Successful Healthcare Entrepreneur?
Hosted by Michael Dermer (@michaelgdermer) and Victoria Sherman (@VictoriaShrman)

8/17 – The Cost Savings Opportunities on the Business Side of Healthcare
Hosted by Don Lee (@dflee30) and @CAQH

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.