To maintain a competitive advantage, healthcare leaders must be on the front lines of making changes necessitated by current consumerism in healthcare trends.
Referring physician experience management is essential to growing clinical volumes. Physicians represent a significant revenue source. Physicians admit patients to your hospitals, refer to your specialists and represent at least 50% of referrals to academic medical centers. Furthermore, referring physicians have choices – as large regional and nationally recognized brands influence your market, it is imperative that you differentiate not only on clinical excellence, but service excellence as well.
Physicians are key influencers in the outpatient and inpatient treatment of their patients. Treat them as partners and your volumes will increase. We believe this is possible through the proper definition and delivery of an exceptional physician experience. Your goal is to create such an outstanding experience so that physicians will go out of their way to recommend you to their patients. This is possible through our approach which increases recommendation scores and community physician alignment. We blend market insights and industry expertise to help your teams envision and deliver a world-class physician experience.
Although today’s patients have many resources available to help them in healthcare decision making, referring physicians continue to be the most influential factor in where they seek care. Driving referral growth requires an exceptional referring physician experience. That’s why we’ve provided these free physician experience resources. In today’s ever-changing and cluttered healthcare landscape, it’s not enough to assume that brand reputation or clinical offerings will persuade physicians to advocate for you. So how do you develop loyalty among your referring physicians? How can you differentiate yourself among the competition and deliver upon promises consistently? That’s where we come in.
We’re known for our ability to get to the heart of what matters most to your referring physicians. Whether related to operations, communications, or patient care, the needs that we discover provide a compelling foundation for change and action planning. Our Experience Mapping framework reviews the total experience, including ways to build loyalty outside of a referral. We uncover functional needs, emotional needs, touchpoints, and experience stewards for a holistic view of how to improve experiences and grow advocacy.
Experience Mapping We use customized experience maps to develop insights and create a foundation for action. Using your data or ours, qualitative or quantitative data, this serves as a framework to align efforts around physician needs to build empathy. As a discovery technique, our experience map provides a visual cue to help physicians and staff recall specific episodes in their relationship. The experience map organizes the various touchpoints or interactions with your organization. Ultimately, the organization of insights in this structure helps your teams develop insights beyond process – the functional and emotional needs of patient-families as expressed at each step of their journey. Physician experience mapping reviews the holistic experience beyond the referral. This includes interactions like liaison visits, CME, consultations, second opinions, and other activities outside of the actual treatment of their patients.
Meeting the needs of empowered consumers demands authentically engaging with customers in new ways.
The experience provided represents some of the best opportunities to create patient loyalty and motivate patients to share positive stories with others.
Consumerism demands that physician relationship management encompass a variety of activities and integrate stakeholders that are impactful to referring physicians.
To maintain a competitive advantage, healthcare leaders must be on the front lines of making changes necessitated by current consumerism in healthcare trends.
Physician Relations leaders frequently find themselves seeking the advisory services of partners and consultants for project-based resources. This white paper will explore how to get started in...
However, in many organizations, the technology solutions deployed are inadequate and the deployment fails. The primary reason most of these deployments fail: They are simply a repository for...
Use data science and our decades of experience to create your physician schedule optimization model. Models like these can help you uncover how your schedules are currently optimized and how...
Learn strategies and best practices to engage physicians in individual brand-building, which is critical for growing volumes and reputation.
Learn components that should be included in a physician marketing plan, including best practices for content, messages, and channel.
Learn what actions physician relations leaders can take to utilize physician marketing channels and influence hospital rankings.
Experience mapping is an effective foundational tool that provides an in-depth understanding of the customer journey.I n this white paper, we review how to use experience mapping to understand and...
How can you meet organizational revenue needs while addressing physician preferences? In this presentation, we review our approach to creating an physician schedule optimization model that assembles and predicts the impact of schedule changes on...
How can you meet organizational revenue needs while addressing physician preferences? In this presentation, we review our approach to creating an optimization model that assembles and predicts the...
Physician advisory boards serve the purpose of increasing physician engagement and giving voice to physician perspectives. They provide strategic and operational insight to the physician marketing...
Given the tremendous demands on a practicing physician’s time in today’s world, what can healthcare leaders do to get them involved in a way that is meaningful, convenient, collaborative, and mutually beneficial? The key is a comprehensive...
Building relationships with referring physicians is paramount for healthcare organizations today—but sustaining those relationships can be a challenge. To master the challenge, leaders are looking for new and innovative ways to engage not only...
We outline Endeavor's approach to assessing physician relations organizational maturity and its importance in this white paper
Our best practice physician relations benchmarking tool is used by national leaders in healthcare to assess their performance and progress. We now offer this tool via a free online survey and PDF...
Ever wonder how leading healthcare organizations are able to keep referring physicians loyal to their programs? Grow referrals, enhance reputation and improve organizational performance. Gelb's...
It’s no surprise that today’s hospitals and healthcare systems are increasingly focused on building and sustaining relationships with referring physicians. All are striving to deploy effective...
Hospital marketers and outreach teams face continual pressure for engaging key stakeholders such as patients, physicians, and donors. While there are a range of audiences important for affecting...
In today’s healthcare environment, many hospitals and healthcare systems have embraced the need and opportunity to establish physician relationship management programs, most commonly referred to...
As healthcare organizations strive to build meaningful relationships with referring physicians and serve as a trusted partner when a referral need arises, it is essential to have a clear...
Capturing and studying referral volume is critical in determining how to best meet community physicians’ functional and emotional access needs. However; few organizations have determined how best...
How can you balance people, process and technology to optimize the structure of your physician relations organization?
In this webinar we will share how to use website user testing to truly understand the needs of your key user groups and to build internal alignment for change. Through this webinar, we will...
In addition to advanced technology, latest clinical trials, and a team of liaisons, there are many other functional and emotional factors affecting physician referral behaviors. Most of these can...
Houston, Tex. – (April 20, 2017) – A fresh perspective, and a new way to developing insights about referring physicians’ access to specialty medical care – this is the promise of this new National Physician Study – Relieving the Pain...
Gelb’s depth and breadth in healthcare marketing research is extensive. Following are some highlights of our capabilities.
How can you balance people, process and technology to optimize the structure of your physician relations organization? Gain a fresh perspective on how to think beyond traditional physician...
Consider this common scenario: Your team has just received a wealth of information or feedback that will be highly useful for achieving your customer experience goals and improvement objectives....
In this webinar, we highlight key data, a framework for focusing your efforts with an aim statement and how to develop a programmatic approach to physician engagement.
This presentation highlights key data, a framework for focusing your efforts with an aim statement and developing a programmatic approach to physician engagement.
Do you understand what referring physicians want? How do you know whether you're engaging referring physicians in a way that meets their functional and emotional needs? This presentation...
Understand what referring physicians want to improve the referring physician experience. In this webinar, we share key insights regarding physician attitudes and key tools to use to better...
As healthcare organizations strive to elicit feedback from physicians, the response rates and often the quality of feedback falls below expectations. Today’s physicians are busier than ever, and...
As healthcare organizations strive to build meaningful relationships with referring physicians and serve as a trusted provider when a referral need arises, there is often a lack of clear...
Physicians are rapidly adopting social media tools such as Twitter and LinkedIn as part of their approach to keeping up to date with the latest developments in healthcare. As the use of these...
Understanding functional and emotional needs of various customers is critical. Gelb Consulting outlines our approach to discovering such and taking action. Our goal with clients is to create a...
Capture the results of your marketing and outreach efforts by focusing on access strategy. We impart best practices from healthcare and other industries to ensure your teams understand what's...
Physician experience management requires a concerted effort to understand functional and emotional needs. In addition, monitoring that experience with real-time tools and PRM is the bellwether...
The contact center is a critical first step. It represents the difference between spend resources and realized revenue. How well do you perform against best practices?
“Virtual” focus groups or online bulletin boards have many advantages when seeking qualitative input from busy medical professionals that are frequently resistant to travel. Online focus...
In many healthcare systems, more than 50% of patients can be attributed to referring physicians. Based on our experience with the top AMCs and countless interviews with physicians, we have...
Gathering data from medical professionals is imperative, but it be expensive. Therefore, gathering quality data is key. After successfully engaging thousands of referring physicians, we share...
Today’s hospitals and healthcare systems are increasingly becoming more focused on building and sustaining relationships with referring physicians as a key market segment. Many leaders are...
With referring physicians accounting for more than 50% of new patient volume in many hospitals and healthcare systems, assessing, tracking and improving the referral experience is a strategic...
Texas Children's Hospital, with support from Gelb Consulting and FKP Architects, sought to define a transformative expansion from pediatrics to women's health. This initiative, driven by external...
Referring physicians represent a major influence and source for clinical volume. However, most systems today lack integrated reporting capability to address service, loyalty, and segmentation...
Gelb Consulting introduces 10 Must Know techniques for managing physician relations in today's digital world. This presentation includes 4 techniques to help you increase physician engagement, 3 ideas for enhancing strategic planning and 3 tips...
A message map has the unique advantage of visually representing your key messages in a concise format. Thus, it can be used quickly and is easily understood to create alignment and put effectively...
As with most organizations, healthcare providers tend to focus on delivering the best service to their primary customers, for healthcare, this translates to quality care for patients. While...
Presented at the Forum for Healthcare Strategists, this presentation provides insight into how to create enchantment with referring physicians. Featured is a case study of our work with Cleveland...
Presented at the Physician Strategies Summit in 2013, this presentation focus on how to use experience mapping to build referring physician loyalty. Featured is a case study of our work with Ohio...
Presented at the NACCDO PAN conference in 2013, this presentation describes our work with Ohio State University Medical Center as they began an initiative to seek insight on the experience provided...
Gelb Consulting's presentation explains the benefit of using Experience Mapping to evaluate the entire physician experience. Based on a case study with Cincinnati Children's Hospital Medical Center.
A step-by-step guide for healthcare organizations with building a regional, national and global physician experience. Presented with MD Anderson Cancer Center at NACCDO/PAN.
Healthcare Expert Advisor, Operational Excellence
Practice Leader, Customer Experience
Strategist, Women’s and Children’s Services
Senior Advisor
Director, Marketing Analytics
Consultant
Executive Vice President
Senior Advisor
Marketing, Communication, Physician Relations Strategist
Senior Advisor, Healthcare
Customer Loyalty Strategist