Question Mark: How to compete with a hospital or health system that has a better clinical reputation

Mark Shipley answers your healthcare marketing queries

Q: How do you compete with a hospital or system that has a better clinical reputation than your own? 

A: The short answer — you provide a better patient experience.

Today’s question is how do you compete with a hospital or system that has a better clinical reputation than your own?  You provide a better patient experience. Typically, hospitals that have really great clinical reputations don’t have very good customer service reputations. It’s very difficult for hospitals, particularly large hospitals that have great clinical reputations, to be able to deliver a one-on-one experience that makes the patient feel like they’re the only patient in the hospital.

Smaller hospitals, community hospitals, have much better opportunity to be able to do that. Particularly if they go through a process and they define what exactly is the patient experience they want to deliver and develop core values or brand pillars around that idea.

So, by aligning your organization around core values or brand pillars and understanding the kind of patient experience that your customer wants and delivering on that, that’s what’s going to help you compete against organizations that have better clinical reputations.

Thank you for watching Question Mark. If you have a question, you can send it to me at markshipley@smithandjones.com and if you’d like to sign up for our content, you can do so on our website.