THE VIRTUAL PATIENT JOURNEY Keith Pollard, CEO Intuition Communication
THE NO 1 ACTIVITY ON THE WEB TODAY
1 IN 5 COUPLES MEET ONLINE 3 IN 5 GAY COUPLES MEET ONLINE
ONE BILLION USERS!
MY SON DOESNT “GET”
SECOND LARGEST SEARCH ENGINE IS...
172,800 NEW MEMBERS EVERY DAY
THE NO 1 ACTIVITY ON THE WEB IN MY COUNTRY
THE NO 1 ACTIVITY DEPENDS ON THE COUNTRY!
HOW DOES ALL THIS AFFECT THE PATIENT JOURNEY?
THE PATIENT JOURNEY RESEARCH EVALUATE DECIDE RE- EVALUATE EXPERIENCE FORM OPINION
ONLINE INVESTMENT SUSPECTPROSPECTCUSTOMER PROMOTER AND PUBLICIST
INFORMATION SOURCES Suspect Your web site SearchVideoPortalsForums Social media
THE FORGOTTEN SOCIAL MEDIA IN HEALTHCARE?
IVF TREATMENT
IVF CLINIC IN NORWAY
122 REPLIES... 11,879 VIEWS!
MEDICAL “T RIP A DVISOR ”
THE PATIENT HAS A VOICE I THINK... I WANT...
HOW DO YOU STAND OUT FROM THE CROWD?
THROUGH BETTER CONTENT AND COMMUNICATION!
A BETTER WEB SITE
CONTENT MARKETING
VIDEO
SOCIAL MEDIA
BUT IT DOESN’T STOP THERE!
ONLINE INVESTMENT RESEARCH EVALUATE DECIDE RE- EVALUATE EXPERIENCE FORM OPINION
FIRST TOUCH... THE OR WEB ENQUIRY
FIRST TOUCH WHY DON’T YOU ANSWER???
IN EVERY HOSPITAL...
FIRST TOUCH... WHY DONT YOU LISTEN???
EXAMPLE 1 Good evening and thank you for contacting our clinic. Please check our new online cost calculator here: Fur further questions and arrangements please let us know Best regards XXXXXXXXX plastic surgery
EXAMPLE 2 Dear sir, Thanks a lot for your . Our cataract surgery packages are as follows. (Charges per eye) Please find below our regular packages for cataract surgery. 1. Economy – Using Infinity Ozil technology by Alcon. Lens used will be Acrysof 3 Piece Charges – US $ Standard - Using Infinity Ozil technology by Alcon. Lens used will be Acrysof IQ Charges – US $ Premium Toric Lens - Using Infinity Ozil technology by Alcon. Lens used will be Acrysof Toric Charges – US $ 1200 Etc etc etc
EXAMPLE 3 Hello Douglas thanks for contacting with XXXXXX dental clinic. With dental veneers it is posible to straigthen your teeth avoiding orthodontic treatment. We can do all your treatment in one day under conscious sedation. The price of a dental veneer is 480 euros and of the zirconium crown 398 euros. Dental implant cost is 450 euros.
HOW CAN WE FIX THE PROBLEM?
QUESTIONS EXPERTISE SAFETY PROBLEMS NEEDS PAYMENT
ANSWERS VIA WEB, PDF, VIDEO PROOF OF EXPERTISE COMPARISONS GUARANTEE FAQ’S TESTIMONIALS
MARKETING AUTOMATION SUCCESS RATES SUPPORT SERVICES REASSUR- ANCE QUESTIONS AND ANSWERS HOW WE COMPARE Day 2Day 4Day 6Day 8Day 10
BUT IT DOESN’T STOP THERE!
ONLINE INVESTMENT RESEARCH EVALUATE DECIDE RE- EVALUATE EXPERIENCE FORM OPINION
COGNITIVE DISSONANCE DID I MAKE THE RIGHT DECISION? PATIENT STORIES REVIEWS
DOES IT STOP HERE?
ONLINE INVESTMENT RESEARCH EVALUATE DECIDE RE- EVALUATE EXPERIENCE FORM OPINION
WHAT DO YOU ASK YOUR PATIENTS? FEEDBACK HOW WAS IT FOR YOU? CAN WE DO BETTER? DID WE DELIVER OUR PROMISE??
CREATING PROMOTERS AND PUBLICISTS
WHAT DO YOU SAY TO YOUR PAST PATIENTS? REPUTATION HOW IS IT GOING? CAN WE BE OF HELP? WE NOW OFFER THIS
AUTOMATION... AGAIN! ANY QUESTIONS? DID YOU KNOW? EVERYTHING OK? Week 1Week 2Week 4One year WRITE A REVIEW?
THE VIRTUAL PATIENT JOURNEY SUSPECTPROSPECTCUSTOMER PROMOTER AND PUBLICIST
KEY MESSAGE LISTEN... ENGAGE... RESPOND ON THEIR TERMS! AND... DON’T FORGET THEM!
WANT TO KNOW MORE?