Resource Library

SHSMD has collected health care customer research and consumerism reports in an effort to offer consumerism related resources to the SHSMD membership.

While there are many operational and industry challenges to contend with, the solutions must start with the Voice of the Consumer to ensure activation + engagement.

Join this webinar to hear five bold predictions about that future, which range from exciting and promising to ominous and discouraging. 

The AHA Digital Pulse is a free tool for SHSMD members that also belong to the AHA to learn where existing capabilities can support scaling digital transformation.

This session from SHSMD Connections Bytes features new research illustrating the gulf between consumers and providers, insights on the potential long-term impacts of COVID-19, and proven strategies for how providers can close the gap.

This webinar provides an overview of psychographic segmentation and a proven model for influencing health care consumer decisions and behaviors.

In this session, you will hear about ways that providers like Mayo Clinic work to capture those prospects and returning patients. We will review recent Accenture consumer research and review ongoing work that Mayo Clinic is doing to improve the patient experience.

Join this discussion to learn how to activate both active and passive consumers, and nudge them to take the best next action when and where they need it.

Join health care consumer experts from Procter & Gamble and the automotive industry as they share how a consumer science, known as psychographic segmentation, is being applied in the health care setting to drive patient traffic, loyalty and market share. This webinar will provide an overview of psychographic segmentation and a proven model for influencing health care consumer decisions and behaviors.

In this session, you will hear about ways that providers like Mayo Clinic work to capture those prospects and returning patients. We will review recent Accenture consumer research and review ongoing work that Mayo Clinic is doing to improve the patient experience.

Join this discussion to learn how to activate both active and passive consumers, and nudge them to take the best next action when and where they need it.

 

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.

The meteoric rise of consumerism is one of the most the most significant challenges facing the health care field. Today's consumers expect the same transparency, convenience and personalization from their health care providers that they receive from Netflix, Amazon and even their bank.

Piedmont Healthcare is creating a customer experience that rivals that of other industries.  

Navicent Health identified four key objectives that would guide its strategy to become the health system of choice for consumers. One of these is "Engaging consumers in meaningful ways" with a focus on understanding Navicent Health's various types of patient cohorts and what motivates them when seeking health care. This article details their approach to patient journey mapping.

SHSMD ADVANCE™ is a comprehensive learning framework that includes a series of skill building tools that will help you and your health care strategy team assess, build, and promote your strategic abilities.

As health system leaders, this means we’ve scoped our value proposition to address patient issues — when we should really be scoping our value proposition to engage and encompass entire lifetimes. Cue health care consumerism: moving past the limited focus on the inpatient experience to truly meet people where they are outside of hospital walls

Join us to learn how to measure and design for loyalty in tomorrow's health care.