Reputation and the patient experience

Seeing your hospital through the consumer’s eyes

Healthcare is changing. We no longer have the luxury of captive audiences or the certainty of physician referrals. Consumers have changed the rules, and hospitals and physician practices must adapt to this new reality to remain competitive. More than ever before, reputation, alignment and patient experience are the true measures of our brand.


Want a quick measure of your brand’s place in the new consumer-driven landscape? Go to a review site like and type in your organization’s name. What are healthcare consumers saying about your organization? If you’re not tuned into the changing consumer model, it may be time to seek professional help.

Thompson Reuters Research Brief: Matching the Market: Using Generational Insights to Attract and Retain Consumers
William Strauss and Neil Howe, Generations: The History of America’s Future, 1584 to 2069; Perennial, 1992.
Michael Howe, The New Generation Gap: Impact on Healthcare; October 26, 2008; Forum for Healthcare Strategists; Arizona
Google/Nielsen Boomer Survey, August 2012

Learn more in the white paper:

Healthcare Consumers – The New Reality

Understanding generational differences and how marketing tactics can engage diverse audiences