eHealthcare Strategy & Trends, January—December 2008

Awards

• Ask The Expert: How Would You Characterize Today’s Level of Healthcare Web Site Development? First of Two Parts, 11/08
• 2008 eHealthcare Leadership Award Winners, 11/08
• Ask The Expert: How Would You Characterize Today’s Level of Healthcare Web Site Development? Second of Two Parts, 12/08

Content

• The New Model for Content Distribution: Social Media and Other Vehicles ‘Out on the Edge,’ 2/08
• How to Create Excellent Podcasts, 8/08
• Ask The Expert: How Are Hospitals Using Online Video to Gain Consumer Mindshare? 9/08
• Web Site Copy Needs to Help Build the Brand, 9/08

Customer Service

• Online Pre-Surgical Tutorials Get High Marks from Viewers, 2/07
• Patient-Physician e-Visits a Winner at Henry Ford Health, 10/08

E-Business

• Second Life Beckons as a Fund-Raising Idea—Maybe, 1/08
• Multimedia Approach Drives Bariatric Services at Ohio Hospital, 2/08
• Online Appointment Request Function Creates a Competitive Advantage and Generates Incremental Revenue, 3/08
• Ask The Expert: How Do You Determine the Return on Investment from an Online Brand Identity Management System? 5/08
• Why Campaign-Based Search Marketing Has the Best ROI, 6/08
• Ask The Expert: Are Customer Relationship Management Initiatives Finally Gaining Traction in Healthcare? First of Two Parts, 7/08
• Ask The Expert: Are Customer Relationship Management Initiatives Finally Gaining Traction in Healthcare? Second of Two Parts, 8/08
• Ask The Expert: Should My Organization Engage in Nursing Shift Bidding? 10/08
• Sample Shift Bidding Rules for Nurses, 10/08
• ‘Electronic Nurse’ Shows Promise in Helping Congestive Heart Failure atients and Reducing Costs, 10/08
• Patient-Physician e-Visits a Winner at Henry Ford Health, 10/08
• Kiosks Improve Efficiency in High-Volume EDs: Self-Service Technology Streamlines Triage Process, 11/08
• Ten Tasks Completed for Virtually Nothing Boost Web Traffic and Improve Operational Efficiency, 12/08
• Remote Second-Opinion Programs Continue to Prosper, 12/08

Innovation

• Hypothetical Business Challenges Lead to Real-World Innovation, 6/08
• Palomar Pomerado Takes Construction Flybys to Next Level, 7/08
• Why Innovation Is So Critical in Healthcare Today—A Guide for Executives, 8/08
• Knowledge Communities Cross Hospital Lines, 11/08

Intranets

• Corporate Blog Becomes Big Hit, 2/07

Management and Organization

• Software Helps Manage Marketing Projects and Resources, 3/08
• Ask The Expert: How Do You Determine the Return on Investment from an Online Brand Identity Management System? 5/08
• Hypothetical Business Challenges Lead to Real-World Innovation, 6/08
• Knowledge Communities Cross Hospital Lines, 11/08

Marketing/Communications

• Portal Opens Three Doorways For International Visitors, 1/08
• The New Model for Content Distribution: Social Media and Other Vehicles ‘Out on the Edge,’ 2/08
• Multimedia Approach Drives Bariatric Services at Ohio Hospital, 2/08
• Virtual Tour Balances Privacy, Transparency Goals, 2/08
• Marketers Explore Virtual Worlds, 2/08
• Blogs and Healthcare: A Recipe for Success, 5/08
• Georgia System Shows How to Fashion a Unified Message with a Limited Budget, 5/08
• Ask the Expert: What Does Health 2.0 Mean for Today’s—and Tomorrow’s—Hospitals? 6/08
• Why Campaign-Based Search Marketing Has the Best ROI, 6/08
• Mobile Communications Offers Many Benefits, Especially When Integrated with Healthcare Marketing, 7/08
• Ask The Expert: Are Customer Relationship Management Initiatives Finally Gaining Traction in Healthcare? First of Two Parts, 7/08
• Best Practices in E-mail Copy—Tips for Making Your Marketing Efforts Sizzle, 8/08
• Ask The Expert: Are Customer Relationship Management Initiatives Finally Gaining Traction in Healthcare? Second of Two Parts, 8/08
• How to Create Excellent Podcasts, 8/08
• Web 2.0 Gains Traction Among Companies, 8/08
• UW Health Evaluates Service Line Ad Creative and Media Selection with Cost-Per-Click Analysis, 9/08
• Midwest Hospital Takes Customized, Proactive Approach to e-Newsletters, 12/08

Physician Referral/Marketing

• Ask The Expert: In Hospital-Physician Relationship Programs, How Critical Is an e-Communication Strategy? First of Two Parts, 3/08
• Ask The Expert: In Hospital-Physician Relationship Programs, How Critical Is an e-Communication Strategy? Second of Two Parts, 4/08

Physicians Online

• Ask The Expert: In Hospital-Physician Relationship Programs, How Critical Is an e-Communication Strategy? First of Two Parts, 3/08
• Ask The Expert: In Hospital-Physician Relationship Programs, How Critical Is an e-Communication Strategy? Second of Two Parts, 4/08

Relationship Building

• Ask The Expert: In Hospital-Physician Relationship Programs, How Critical Is an e-Communication Strategy? First of Two Parts, 3/08
• Ask The Expert: In Hospital-Physician Relationship Programs, How Critical Is an e-Communication Strategy? Second of Two Parts, 4/08
• Personal Touch Drives Electronic Medical Information Program, 4/08
• Blogs and Healthcare: A Recipe for Success, 5/08
• Survey Helps Define What Technology and Services Consumers Want, 5/08
• Ask The Expert: Are Customer Relationship Management Initiatives Finally Gaining Traction in Healthcare? First of Two Parts, 7/08
• Ask The Expert: Are Customer Relationship Management Initiatives Finally Gaining Traction in Healthcare? Second of Two Parts, 8/08
• Healthcare System Develops Its Own Patient-Family/Friends Social Network, 9/08
• New Social Networking Site Seeks Patient Opinions and Perspectives About Providers—Unusual Sponsorship by Health Plan, 9/08
• GoFetch Lets Sick Kids Communicate During Hospital Stay, 9/08
• Patient-Physician e-Visits a Winner at Henry Ford Health, 10/08
• Blogging Goes Mainstream, 11/08

Search Engine Strategies

• Why Campaign-Based Search Marketing Has the Best ROI, 6/08
• A Picture Is Worth a Thousand Clicks—Understanding Universal Search, 8/08
• Add Local Search to Your Marketing Toolkit to Boost Results, 10/08

Strategic Web Initiatives

• Multimedia Approach Drives Bariatric Services at Ohio Hospital, 2/08
• How Two Organizations Developed New Nursing Web Sites, 4/08
• Akron General Takes Different Approach to Annual Report, 6/08
• New Social Networking Site Seeks Patient Opinions and Perspectives About Providers—Unusual Sponsorship by Health Plan, 9/08
• Ask The Expert: Should My Organization Engage in Nursing Shift Bidding? 10/08
• Sample Shift Bidding Rules for Nurses, 10/08
• ‘Electronic Nurse’ Shows Promise in Helping Congestive Heart Failure Patients and Reducing Costs, 10/08

Strategy/Planning/Site Development

• Is Incremental Web Site Design Right for You? Lessons Learned from Duke University Health System, 1/08
• Portal Opens Three Doorways For International Visitors, 1/08
• What Do Your e-Healthcare Colleagues Think About Some Key Web Site Issues? 1/08
• Virtual Tour Balances Privacy, Transparency Goals, 2/08
• Mayo Clinic Takes Unusual Approach to Site Redesign, 3/08
• How Two Organizations Developed New Nursing Web Sites, 4/08
• Healthcare Conference Attendees Offer Their Views on Future Internet Technologies, 4/08
• Web Professionals Share Tips on Managing Agencies and Other Vendors, 5/08
• Why Campaign-Based Search Marketing Has the Best ROI, 6/08
• Ask the Expert: What Does Health 2.0 Mean for Today’s—and Tomorrow’s—Hospitals? 6/08
• Guidance in Deciding Which Site Problems to Address First, 6/08
• Washington Hospital Center Uses Online Survey, Mapping Program to Guide Site Redesign, 7/08
• How Secure Are Your Web-Based Forms? 7/08
• Find Out Exactly What Your Target Audiences Think of Your Web Site, 8/08
• A Picture Is Worth a Thousand Clicks—Understanding Universal Search, 8/08
• Ask The Expert: How Are Hospitals Using Online Video to Gain Consumer Mindshare? 9/08
• Johns Hopkins Redesigns Web Site to Facilitate Visitor Navigation and Bring Sprawling Organization Together, 10/08
• Ten Tasks Completed for Virtually Nothing Boost Web Traffic and Improve Operational Efficiency, 12/08

Technology

• Second Life Beckons as a Fund-Raising Idea—Maybe, 1/08
• Ask the Expert: What Will 2008 Mean for e-Healthcare? What Technologies Are You Most Excited About? First of Two Parts, 1/08
• Ask the Expert: What Will 2008 Mean for e-Healthcare? What Technologies Are You Most Excited About? Second of Two Parts, 2/08
• E-Health Trends for Payers: The Technologies That Excite Payers Most, 2/08
• Marketers Explore Virtual Worlds, 2/08
• Software Helps Manage Marketing Projects and Resources, 3/08
• Personal Touch Drives Electronic Medical Information Program, 4/08
• Technology Productivity Tools and Online Resources, 4/08
• Georgia System Shows How to Fashion a Unified Message with a Limited Budget, 5/08
• Survey Helps Define What Technology and Services Consumers Want, 5/08
• Mobile Communications Offers Many Benefits, Especially When Integrated with Healthcare Marketing, 7/08
• Palomar Pomerado Takes Construction Flybys to Next Level, 7/08
• Web 2.0 Gains Traction Among Companies, 8/08
• ‘Electronic Nurse’ Shows Promise in Helping Congestive Heart Failure Patients and Reducing Costs, 10/08
• Kiosks Improve Efficiency in High-Volume EDs: Self-Service Technology Streamlines Triage Process, 11/08

Trends, Developments, Online Demographics

• Ask the Expert: What Will 2008 Mean for e-Healthcare? What Technologies Are You Most Excited About? First of Two Parts, 1/08
• Ask the Expert: What Will 2008 Mean for e-Healthcare? What Technologies Are You Most Excited About? Second of Two Parts, 2/08
• E-Health Trends for Payers: The Technologies That Excite Payers Most, 2/08
• Healthcare Conference Attendees Offer Their Views on Future Internet Technologies, 4/08
• Ask the Expert: What Does Health 2.0 Mean for Today’s—and Tomorrow’s—Hospitals? 6/08
• Why Innovation Is So Critical in Healthcare Today—A Guide for Executives, 8/08
• Ask The Expert: How Are Hospitals Using Online Video to Gain Consumer Mindshare? 9/08
• Ask The Expert: How Would You Characterize Today’s Level of Healthcare Web Site Development? First of Two Parts, 11/08
• Blogging Goes Mainstream, 11/08
• Ask The Expert: How Would You Characterize Today’s Level of Healthcare Web Site Development? Second of Two Parts, 12/08

Usability of Web Sites

• Mayo Clinic Takes Unusual Approach to Site Redesign, 3/08
• How Two Organizations Developed New Nursing Web Sites, 4/08
• Find Out Exactly What Your Target Audiences Think of Your Web Site, 8/08

Web Site Reviews

• January Web Takes: University Hospital, In Pursuit of Pain-Free Health Care—Little Company of Mary Hospital and Health Care Centers, NewYork-Presbyterian, 1/08
• February Web Takes: Palomar Pomerado Health, St. Vincent Health System, Spirit of Women, Statesboro, Georgia City Guide & Directory, 2/08
• March Web Takes: Lakeland Regional Medical Center, Weiss Joint University in Chicago, Silver Cross Hospital Replacement Hospital Initiative, 3/08
• April Web Takes: Rehabilitation Hospital of the Cape and Islands, BlausenLisi, Scripps, 4/08
• May Web Takes: Hope Portal, St. Vincent Health—My Story, Vascular Health Activity Book, 5/08
• June Web Takes: Southwestern Vermont Health Care/Physician Opportunities, OhioHealth Sports Medicine, Rochester General Hospital, Loma Linda University Medical Center—Proton Treatment and Research Center, 6/08
• July Web Takes: Ingalls Health System, Sun Health – Survival Skills for New Parents, Halifax Health, 7/08
• August Web Takes: Elekta Virtual Clinic, Fresno Heart & Surgical Hospital, Tonik, Danbury Hospital, 8/08
• September Web Takes: Blue Cross Blue Shield of Florida—The Power of the Human Voice, Exempla Healthcare, Park Nicollet, 9/08
• October Web Takes: UnitedHealth Group—United for Healthier Communities, Chelsea Community Hospital Health & Wellness Center, Villa St. Benedict, St. Jude Medical Center, 10/08
• November Web Takes: UK Healthcare—Markey Cancer Center, Spectrum Health Foundation, 11/08
• December Web Takes: American Heart Association—HeartHub for Patients, Sherman Health, Florida Hospital—Global Robotics Institute, 12/08

Web Tools

• Technology Productivity Tools and Online Resources, 4/08
• Healthcare System Develops Its Own Patient-Family/Friends Social Network, 9/08
• GoFetch Lets Sick Kids Communicate During Hospital Stay, 9/08

Strategic Health Care Marketing, January – December 2008

Advertising/Communications

• When the Competition Gets Tough, It Sometimes Pays to Make the Ads Even Tougher, 1/08
• Three Lessons You Can Learn from the Vidalia Story, 1/08
• Getting the Marketing Plan Right Helps Phoenix Children’s Hospital Do More Than Just Effective Advertising, 2/08
• Lessons from the Phoenix Children’s Hospital Story, 2/08
• Hospital Builds a Presence in San Francisco with Humor—Getting the Right Eyeballs, 4/08
• An Alabama Health System Brands Itself with a Memorable—and Unusual—Involvement Device, 5/08
• Five Lessons from Studying the St. Vincent’s Campaign, 5/08
• A Rising Tide of Advertising Awareness for One Specialty Seems to Lift Perceptions of Others, 8/08
• Four Lessons to Be Learned from ECMC’s Advertising, 8/08

Book Reviews

• Accidental Branding: How Ordinary People Build Extraordinary Brands, 4/08
• Influencer: The Power to Change Anything, 5/08
• Aligning Incentives, Information, and Choice: How to Optimize Health and Human Capital Performance, 7/08
• PEAK: How Great Companies Get Their Mojo from Maslow, 8/08
• Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations, 10/08
• SWAY: The Irresistible Pull of Irrational Behavior, 11/08
• Concierge Medicine: A New System to Get the Best Healthcare, 12/08

Brand Management

• Regional Health System Broadens Mission with Major Gift, 4/08
• ‘People Brand’ Seeks to Engage Employees to Improve Retention and Create Public Advocates, 9/08

Business Development

• House Call Medicine Comes of Age, 1/08
• Health Care Organizations Can Harvest Retail Opportunities within
  Their Doors—Florida System Shows the Way, 3/08
• Retail Fundamentals, 3/08
• Medical Tourism: Opportunities Outweigh Risks for U.S. Hospitals, 3/08
• MedPharma Partners: Five Predictions About Medical Tourism, 3/08
• Retail Clinics: Rising Usage, Brand Awareness—Trend Is Toward Ownership by Hospitals and Chain Retailers, 8/08
• Freestanding ERs Boost Access and Market Share, 9/08
• Urgent Care Seen as ‘Less Risky’ Strategy, 9/08
• Sleep Aids Waken Retail Profits in Nebraska, 9/08
• Packaged Services Demand Key Elements, 11/08
• Beaumont Sells Novel Ideas to Device Companies, 12/08
• Galichia Heart Hospital’s Flat-Rate Surgery Experiment May Lead to Unexpected Boon, 12/08

Consumerism/Customer Relations and Service

• Concierge Service Gives Peace of Mind to Employees and Patients, 7/08
• Take a Page from High-Performing Cultures: Seven Common Attributes, 8/08

Innovation

• Some ERs Break the ‘Wait’ Mold, 4/08
• Hospital Uses Technology Instead of Bricks and Mortar to Create Neuroscience Center Presence, 5/08
• Coaching Reaps Benefits for Marketers and Organizations, 11/08
• Spectrum Health Moves Innovative Ideas into Action, 12/08

Internet/e-Business

• Minnesotans Go e-Shopping for Health Care with Carol, 5/08
• Online Tactics Bring Millennial Physicians to Community Hospital, 6/08
• Internet-Based Initiative Invites the Public to Speak Up About Health Care—What Customers Say Isn’t Always What You’d Like to Hear, 10/08
• Five Lessons to Learn from This [Blue Cross and Blue Shield of Florida] Story, 10/08

Market Research

• Don’t Hang Up Yet—A Comparison of Online and Telephone Survey Methodologies, 7/08
• Defining Boomers—One Segment at a Time, 11/08

Physician Relations/Operations

• Hospitals Share Successful Physician Relations Strategies, 2/08
• Physician Employment Helps Hospitals Achieve Medley of Financial and Strategic Goals—Maintaining Productivity and ‘Team Spirit’ Are the Chief Challenges, 6/08
• Carolinas System Benefits from a Large, Well-Oiled Physician Liaison Effort, 6/08
• No More Warm Bodies—Recruiting, Retaining, and Training the Right Customer Relations Staff, 6/08
• Making Sales Sizzle: Seven Steps for Sales Success Through Training, 8/08
• Digging for Details Pays Off, 8/08
• MDVIP: The Fix for the Nation’s Primary Care Woes? 9/08

Planning

• How to Best Service Your Service Lines, 10/08

Public Relations/Advocacy

• Mini-Medical School for Adults Provides Community Outreach, 3/08
• Behind-the-Scenes Program Targets Community Influentials, Donors, 3/08
• MASH Camp Introduces Students to the World of Health Care, 10/08

Quality and Outcomes

• Good Intentions Aren’t Always Rewarded—at Least at First—As ProvenCare Can Attest, 1/08
• HCAHPS—Now What? 4/08
• Excellent Is a Higher Standard Than Always, 4/08
• ROI of the ‘Proceduralist’ Movement—Shorter Stays, Improved Safety, Fewer Admissions, 5/08
• Second-Opinion Clinic Puts Patients Front and Center—Free, at Least for Now, Program Offers Comprehensive Team Approach, 7/08

Sales and Promotion

• Move Over Women, It’s Time Providers Gave Men Their Due, 2/08
• Outreach Programs Provide Strategic Advantage, 7/08
• Mall Strategies Evolve, 12/08

Strategic Issues/Trends

• The Rush to Market Hospital Ratings: Is It Wise? 10/08
• Health Systems Are Just Starting to Tackle the Baby Boom Phenomenon, 11/08

Wellness/Prevention/Access

• Study: Hospitals Could Better Prepare Moms for Discharge, 1/08
• Sutter Health Joins in Employee Health Management Trend, 2/08
• Select Health Care Organizations Pursue Extensive Performing and Visual Arts Programs—Physical and Emotional Healing Environment; Popular with Staff, 8/08
• Musicians on Call Perform for Hospitals in New York and Elsewhere, 8/08