What are Consumer Expectations For Coming Back and How Can We Meet Them?
Members and Nonmembers:
View the SHSMD Education Recorded Webinar
Hear what consumers in a recent national survey had to say about their concerns of returning to health care providers for care and what their expectations are of us to ease those concerns. We also will describe the process of shifting from command center operational processes for treating COVID patients; keeping the safety of employees and patients as a priority while implementing changes and readiness to expand and reopen clinics and procedures that were paused.
Learning Objectives
- Identifying steps needed to better understand consumers’ behaviors and readiness to seek health services
- How to adjust and implement new operational processes to reopen clinics and services during the COVID pandemic
- Models of communication that generate trust to support patients and providers
Speakers
Deval Daily
Health care executive with over 12 years of progressive experience in hospital and ambulatory operations and service line development within a large academic system. Skilled at program growth and development, enhancing performance, reducing costs, optimizing revenue capture, increasing productivity, improving quality and increasing patient and physician satisfaction in high cost, high revenue arenas. Proven record of managing multiple large and complex departments. Experienced in planning and management of new facility design, renovation, major capital acquisition and IT project implementation. Strengths include building teams via influence and relationships. Recent responsibilities and successes include leadership role within command center with operational management and recovery planning related to COVID 19 and large scale roll out of virtual health and employee and student COVID and antibody testing.
Dr. Dalal Haldeman
Dr. Haldeman is the CEO of Haldeman Marketing, LLC, supporting health care and higher education institutions increase their reach and impact.
She is the former senior vice president of marketing and communications for Johns Hopkins Medicine. She was responsible for overall brand extension, strategic marketing and communications, consumer and market research, market analysis and planning, marketing, media relations, communications, publications and internet strategies in the regional and global market.
Before joining Hopkins in 2006, Dr. Haldeman spent 12 years at the Cleveland Clinic and the Cleveland Clinic Health System. She served in multiple roles, including director of marketing operations, strategic marketing, and interactive communications for the Cleveland Clinic Health System, as well as vice president of Pediatric Medical Management and director of marketing and business development at the Cleveland Clinic Children’s Hospital for Rehabilitation. She oversaw strategic planning, business plan development, managed care contracting, medical records, marketing, public and media relations, quality outcomes and risk management, corporate compliance, and medical staff development and integration.
Dr. Haldeman holds a Ph.D. in Food Science and Nutrition from Pennsylvania State University and an M.B.A. from the Graduate School of Business Administration at Cleveland State University.
Rob Klein
Rob Klein, Founder & CEO of Klein & Partners, is a nationally recognized leader in health care market research and brand management, helping hospitals and health systems find their brand’s voice for more than 30 years. His focus on staying abreast with developments inside and outside of health care ensures strategic and tactical counsel well-beyond the numbers.
Rob has a bachelor’s degree in marketing and a master’s degree in advertising from Michigan State University. He developed and teaches the SHSMD U online market research class and has served on the SHSMD national board.