Question Mark: For hospital and health systems is brand still important?

Mark Shipley answers your healthcare marketing queries

Q: For hospitals and health systems is brand still important?

A: It’s important to deliver a better patient experience and align staff to the brand


If you look at the trades, you’ll see a lot of people are talking about the idea of the patient experience. That’s because the hospitals that deliver the best customer service in the future are likely to have the best reputations.

Another reason brand is important is that it can help you overcome culture issues. For instance, if you have staff that feels the administration doesn’t care about them or if you have a bullying issue, having a strong brand promise and core values that support it, teaches people how to act and what is expected of them. And often, that strong brand changes how people act toward each other and how they act toward your customers.