Patient Experience Panel 2: Marketers as Patients
When discussing new capabilities from massive datasets and AI models, we often forget one major thing: it’s personal.
Data is just a limited view of information a healthcare system was able to capture as people made efforts to stave off illness & improve their well-being. What’s missing when just looking at rows and columns of data? The important details of people’s experiences and reactions.
In this session we discuss personal experiences in healthcare from our peers in healthcare marketing. Doug Oakes, who manages the healthcare marketing firm, “do marketing,” discusses his experience with cardiovascular surgery, and our Director of Product Marketing, Heidi Munson, recounts her own recent experience.
We discuss the background behind their journeys, what their health systems did well, and where they could improve.
The points in this discussion won’t fit well on a spreadsheet, but understanding the patient experience at a personal level is one of the most important conversations to have.
Doug Oakes – Agency President & Creative Marketing Director at do design inc.
Heidi Munson– Director Partnerships at SymphonyRM
Terry Tuznik – VP Clinical Solutions at SymphonyRM
Host: Chris Hemphill – Director of Client AI & Operations at SymphonyRM
Patient Experience Chapters in this Video
- 00:00 Introductions
- 05:22 Patient Experience: Doug Oakes
- 11:56 Patient Experience: Heidi Munson
- 20:06 Communication From Healthcare Practitioners
- 23:06 Patient Experience: Terry Tuznik
- 25:11 Managing Anxiety
- 30:06 Positive Patient Experiences
- 35:55 Describing Provider Organizations Navigation Through This Care Scenario
- 39:22 Understanding Your Journey
- 43:18 What The Health System Could Have Done To Deliver a Better Experience
- 49:05 What role can marketers play in delivering improvements and better, more connected experiences?
- 52:20 Takeaways for Leaders and Strategists