Digital Conversations
Conversational technology and patient engagement are two technology trends sweeping through the three trillion dollar healthcare industry. In these short, interactive discussions, industry experts talk about how and where innovation is impacting the customer experience at hospitals, pharmaceutical companies, and the vast array of related services in the industry.
- Update frequency
- every 25 days
- Average duration
- 16 minutes
- Episodes
- 67
- Years Active
- 2018 - 2023
Elevating the Digital Patient Experience with Dynamic Information
Healthcare communications to patients have always been a challenge. As a patient navigates a care plan, they encounter frustrating disconnects in the information they get from providers, labs, facili…
The Digital Pharma Medical Information Desk, Unleashed
Patients and providers utilize medical information desks to get answers to common questions about prescription medicines and report potential adverse events. Typically, these inquiries have been hand…
The Healthcare Holy Grail? Digital Front Doors, Appointment Scheduling, and Liquid Expectations
The concept of liquid expectations is based on the natural comparisons consumers make between great and weak experiences. As consumers ratchet up their use of advanced digital tech to shop, travel, …
Perspectives from an Urban ED: A Conversation with Scott Campbell MD, MP
Emergency departments inside the urban core of America’s biggest cities face an enormous challenge. The acute healthcare “grids” are operating in a state of resource constraint, while the flow of pat…
Healthcare Chatbots: Stories from the Front Lines
When it comes to next-gen innovation, discussions typically tend to be academic and conceptual. Sometimes, it’s insightful to hear from the client managers who run the implementations and are respons…
Conversational IT in Healthcare: A Foundation of Flexibility, Integration and Massive Scale
Conversational technology promises to deliver a next level step towards simplicity and engagement for healthcare patients. On the surface, the conversational interfaces perform as simple, smart inter…
The Healthcare Chatbot Value Trifecta: Savings, More Revenue, Patient Satisfaction, and Beyond
It’s a known fact that most IT projects will deliver ROI if implemented properly. Typically cost savings through automation and operational efficiency are a big part of any IT value story. As a new c…
Improving the Medicare Patient Experience with Conversational Mobile Technology: The Breakthrough at Banner Health
A Digital Conversations podcast discussion with Steve Lindsey from Banner Innovation Group
In healthcare, high complexity combined with an extreme amount of regulatory red tape frequently hinder inno…
Cardiac Surgery and Patient Experience Technology: A Conversation with Ahmad Sheikh, MD
When dealing with any kind of cardiac procedure, personal physician-patient interactions and relationships are key. But even in the cardiovascular medicine domain, there are opportunities to augment …
The Innovator's Dilemma in Healthcare: Will the Establishment Adapt?
Clayton Christensen’s great book, The Innovator’s Dilemma, describes disruptors and the challenges incumbent companies face in keeping up with the new entrant’s rate of improvement. Even great comp…
Improving Patient Activation and On-Ramps to the Healthcare Digital Superhighway
After decades of investment in digital systems of record, patients are beginning to navigate healthcare on their PCs and mobile devices. Providers have created great, consumer-grade technology for a …
Measuring Satisfaction in an Era of Declining CAHPS Response Rates
Since 1995, the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys have been used to measure patient experiences in Healthcare. Results are also used to determine Medicare…
Delivering High-Scale Conversational Precision in the Outbound Call Center
Reaching out to patients to make sure they adhere to things like treatment plans and clinical trials is often the domain of the call center. Frequently, the outbound interaction is a heavily scripted…
Referral Management: Holistic Innovation for Hospital Lead Generation and Patient Engagement
Hospitals are investing heavily in marketing campaigns to attract new patients, yet every day countless “warm leads” walk out of the front door, never to be heard from again. At the same time, huge …
The Next Level Call Center: Unconstrained, Limitless Patient Engagement
Call centers are at the center of patient engagement strategies for providers of all shapes and sizes. Investments are focused on driving efficiency into an operation that is constrained by human age…
Field Report: How Hospital Leaders are Tackling Patient Engagement
We like to talk to people in commercial roles, who spend their days traveling and talking about patient engagement strategies with the teams responsible for change at the country’s biggest hospitals.…
Systems of Engagement and the Untapped Value Opportunity for Hospitals
It’s no secret that a focus on patient experience leads to value and ROI. Technology investments require a strong ROI case in order to get funded, but as the industry shifts from systems of record (E…
Chatbots and Pharma Research — The Path to Real-World Evidence and Patient Adherence
In 2018, the average cost of developing a new drug and bringing it to market topped $2.1 billion—up $362 million from 2017 according to a Deloitte survey. One of the challenges pharmaceutical compan…
The Art of Conversational Technology Design
How do you design a chatbot that’s personalized, compassionate and smart — something capable of interacting with patients who could be in stressful, miserable healthcare situations? Jenn Berry, a Con…
Happy or Not: Next Level Patient Satisfaction Measurement
Measuring patient satisfaction is critical in today’s value-based care environment. But are call center surveys months after the fact the best the industry can do? In this episode, Greg Johnsen and G…