Resource Library

 

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

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

View the SHSMD webinar recording Live Webinar: August 26, 2021 A New Imperative: Consumer Expectations on Diversity, Equity and Inclusion in Health Care

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.

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.

To provide you with the latest news from SHSMD and other information sources on consumerism in the new health care environment, SHSMD has assembled the following collection of resources dedicated to the topic.   Industry Insights:

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.

This session provides an in-depth look at survey results from more than 200 hospitals, including the specific types of initiatives organizations are targeting, existing capability gaps, and key areas requiring additional focus by hospital and health system executives and boards as health care moves to a more consumer-centric focus.

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.

This webcast will dive into the wants, needs, and expectations of those we in the health care field hope to serve and those we ultimately hope to make loyalists.

This presentation will describe the fundamental elements of financial experience that every hospital and health system should master. With a solid foundation, hospitals can prepare to meet rising consumer expectations in a digital/mobile age.

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.