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Better Experience [clear filter]
Tuesday, October 27
 

1:00pm

"Partners HealthCare - Improving Access to Primary and Urgent Care Service"

Boston, like many cities, struggles in providing patients timely access to primary care. To better serve patients, it is imperative that the health systems in Boston utilize complimentary services that can potentially alleviate access issues. Partners HealthCare recently launched an online search tool of primary care providers to tangibly demonstrate and facilitate access to the full breath of Partners HealthCare’s provider network, with the broader goals of PCP development, population health management, and stemming patient leakage among our patients and employees. With added information and functionality, patients now can search by insurances accepted, physicians who are accepting new patients, location, and other filters. Concurrently, Partners also established an Urgent Care Joint Venture with the goal of developing an additional point of access for our primary care patients and lower-acuity patients who could be appropriately served outside of an Emergency Department.  These two efforts provide examples of complimentary offerings that we believe will better help patients connect to the right care at the right time.

Learning Objectives

  • Learn how a major healthcare system is tackling healthcare access issues through primary care enhancements and convenient offerings
  • Learn about consumer feedback and usage of PCP search tool 
  • Understand best practices for displaying physicians on the web in a patient-centric way
  • Understand how urgent care can be utilized as an additional access point within the healthcare continuum

Speakers
avatar for Susan Chapman Moss, MPH

Susan Chapman Moss, MPH

Vice President for Business Planning and Market Development, Partners HealthCare
Susan Chapman Moss, M.P.H., is the Vice President for Business Planning and Market Development at Partners HealthCare where she is responsible for strategy development, business planning, marketing and market research.  Prior to joining Partners in 2011, she was the Executive Director... Read More →


Tuesday October 27, 2015 1:00pm - 1:45pm
Washington Junior Ballroom The Ritz-Carlton, Boston Common, 10 Avery Street, Boston, MA
 
Wednesday, October 28
 

8:30am

"Reverent Irreverence: A Brand Experiment in Transforming Access"
Hospital for Special Surgery is the world's largest academic medical center focused on musculoskeletal care. While HSS is nationally ranked #1 in orthopedics and #3 in rheumatology, as a relatively small, independent non-profit its conventional marketing capacity and access are competitively disadvantaged. A year ago they adopted a different, consumer-focused path to build preference and access. With a CMO new to healthcare, and borrowing non-obvious lessons from brands as varied as American Express and Pepsi, HSS is evolving its brand from "what it does" to "what it means". They are harnessing affinity and technology in unprecedented ways to build competitive advantage.

Speakers
avatar for John Englehart

John Englehart

Chief Marketing Officer, Hospital For Special Surgery
John Englehart has been Chief Marketing Officer at Hospital for Special Surgery since 2014.  He spent the first 20 years of his career at Ogilvy & Mather and other marketing firms, including 10 years based in Asia and five in Europe managing offices, regions, and service to a variety... Read More →


Wednesday October 28, 2015 8:30am - 9:15am
Washington Junior Ballroom The Ritz-Carlton, Boston Common, 10 Avery Street, Boston, MA

9:15am

"The Evolution of the Online Physician Profile: New Ways for Doctors to Manage their Online Reputation"
Over the past few years, there has been a landslide of new opportunities for physicians to promote themselves online. But with all of these new websites, new tools and new methods, one thing remains true: it’s tremendously important for doctors practicing medicine today to be found online. But how can your organization make sense of this all? In his session, Chris Boyer, SVP of digital at ReviveHealth, will help you understand the most important things physicians practicing today need to address, and provide some tested and true ways to build alignment between healthcare organizations and physicians, to ensure they are winning the battle of online reputation.

Speakers
avatar for Chris Boyer

Chris Boyer

SVP, Digital and Creative, ReviveHealth
Chris Boyer is responsible for maximizing ReviveHealth's knowledge, skills, and client-service offerings for digital, social, and CRM marketing initiatives, focused on determining and championing the appropriate strategic communications engagement programs for our clients. Chris has... Read More →


Wednesday October 28, 2015 9:15am - 10:00am
Washington Junior Ballroom The Ritz-Carlton, Boston Common, 10 Avery Street, Boston, MA

10:15am

"Transforming the Consumer Experience through Unified Provider Information"
Accurate provider information is critical to Improving the consumer experience on digital hospital properties. Yet, so many of today’s doctor finder sites use stale and inaccurate data about doctors and other healthcare providers. These data inaccuracies can lead to patients guiding themselves to physicians that are not appropriate for their care, unable to accept them into their practice, or outside of the system altogether. Furthermore, this data often fails to match the information used to triage referrals in other access environments across the health system such as the call center or in provider offices. Learn how Providence Health and Services - a health system spanning five states and over 18,000 providers - created a consistent “source of truth” across the system by consolidating 15 different provider data directories into a single, searchable, consumer-centric platform. Additionally, find out how Providence worked closely with organizational stakeholders and third parties to align provider sorting, ranking, and business rules with their concierge call center to provide a truly seamless consumer experience.

Speakers
avatar for Mitch Turpen

Mitch Turpen

Sr. Director, Websites Portfolio, Providence Health & Services
Mitch Turpen directs the consumer websites and intranet teams for Providence Health & Services, an integrated health system that spans Alaska to California. He works to continually simplify access to health care for the millions of people that use Providence’s 34 hospitals, 475... Read More →


Wednesday October 28, 2015 10:15am - 11:00am
Washington Junior Ballroom The Ritz-Carlton, Boston Common, 10 Avery Street, Boston, MA

11:00am

"Consumer's Path to Finding a Healthcare Provider"
Moderators
avatar for Julie Yoo, MBA, MS

Julie Yoo, MBA, MS

Co-founder and Chief Product Officer, Kyruus
Julie is a Co-Founder of Kyruus and serves as the company’s Chief Product Officer. She was previously the VP of Clinical Product Strategy at Generation Health, where she oversaw the development of the company’s clinical programs and data analytics platform. Julie also led the... Read More →

Speakers
avatar for Chris Boyer

Chris Boyer

SVP, Digital and Creative, ReviveHealth
Chris Boyer is responsible for maximizing ReviveHealth's knowledge, skills, and client-service offerings for digital, social, and CRM marketing initiatives, focused on determining and championing the appropriate strategic communications engagement programs for our clients. Chris has... Read More →
avatar for John Englehart

John Englehart

Chief Marketing Officer, Hospital For Special Surgery
John Englehart has been Chief Marketing Officer at Hospital for Special Surgery since 2014.  He spent the first 20 years of his career at Ogilvy & Mather and other marketing firms, including 10 years based in Asia and five in Europe managing offices, regions, and service to a variety... Read More →


Wednesday October 28, 2015 11:00am - 11:45am
Washington Junior Ballroom The Ritz-Carlton, Boston Common, 10 Avery Street, Boston, MA