Resources Mentioned in Today's Episode

CNN Article: US should have a 'couple hundred million' doses of a Covid-19 vaccine by the start of 2021, Fauci says

The Atlantic Article: We Don’t Even Have a COVID-19 Vaccine, and Yet the Conspiracies Are Here

Advisory Board Feature with ReviveHealth: Q&A: The right (and wrong) ways to talk with patients who are frightened to seek care

Key Takeaways

Takeaways from Rapid Recovery in Health Systems

• Patient engagement and personalized messaging have been a significant focus.
• There has been a lack of critical patient communications included in the reopening plans of many health systems. This is often due to limitations regarding consumer targeting. Limitations we’ve seen:
• Recent adoptions to CRM
• Lack of a sophisticated CRM
• Limited ability to work around automated marketing
• Learning the consumer in this new climate is crucial to patient retention.
• Consumers are wanting detailed information explaining how hospitals are going to keep them safe when they show up to their appointments.
• Consumers’ frequency of hearing about COVID-19 has shown to be an essential factor in our research.

Messaging Matters – Our Recommendations  

• We need to keep in mind who is delivering our messages.
• Physicians are our biggest advocates, so we need to support them by keeping them informed by not leaving them off our communication plan.
• Cross-functional alignment with health systems and marketers is crucial so that marketers can adequately adjust how we are marketing and how we are communicating with patients.

Forcing Function for Systems

• COVID-19 provided a silver lining highlighting the need for tools that have been on the health systems marketer’s wish list for many years.
• There’s been a significant increase in telehealth adoption, which is more convenient, less expensive, and overall provides better clinical care.  
• The rise of martech capabilities and tools
• Improving personalized marketing and consumer targeting  
• Smarter service line prioritization