January - December 2004

Advertising/Communications

• Service Line Campaign Integrates Marketing and Recruitment Goals, 1/04
• Nurse’s Testimonial Attracts Applicants – Nearly 100 Nurses in 100 Days, 2/04
• Mount Sinai Hospital Plays Advertising Hardball – New York Style, 5/04
• Eight Lessons from the Mount Sinai Campaign, 5/04
• The No-Surprises Question That
  Can Save Your Campaign and Sanity, 8/04
• An Ohio Pediatric Facility Goes Up Against Big-City Rivals Using the Spontaneous Charm of Kids, 9/04
• Seven Lessons Worth Heeding,
  9/04
• Pediatric Hospital Flexes Marketing Muscle in Distant Cities, 11/04
• South Florida Facility Uses Ad Barrage to Build Its Brand, 12/04
• How a Team of California Children’s Hospitals Helped Get Their Message to Voters, 12/04

Book Reviews

• Secrets of Customer Relationship Management: It’s All About How You Make Them Feel, 8/04

Brand Management

• Re-Branding Initiative Turns Around Suburban Outpatient Facilities, 1/04
• New Consumerism to Be Driven by HSAs – Medical Economist Advances Concept of Branding with Data, 6/04

Business Development

• Alegent Health Draws a Straight Line to Success with Service Line Approach, 1/04
• How to Best Evaluate Service Investments or Divestments, 3/04
• Corporate Universities Lead to Revenue, Employee Recruitment, and Other Gains, 5/04
• Interest in Concierge Medicine Expands; Academic Medical Centers Take Lead, 6/04
• McKinsey Survey: Boutique Services Offer Opportunity for Large Hospitals, 6/04
• Quicker Care Concept Takes Hold – Demand for Better Service, Higher Co-Pays, and More Drive Care into Pharmacies and Supermarkets, 7/04
• Health Care Organizations: Take a Page from Facilities Enjoying Success by Offering a Multi-Sensory Experience, 7/04
• Freestanding ERs Aim to Build Loyalty in Lieu of Beds, 9/04
• Three Takes on the Concept of Concierge Medicine, 11/04
• Experiments in Individual Health Management – Opportunities That Go Beyond Concierge Medicine Practices, 12/04

Consumerism/Customer Relations and Service

• Creating a Workplace of Choice Starts with Employees’ Opinions, 1/04
• Concierge Service for Employees Arrives, 2/04
• Effective Communication Saves Time, 2/04
• Competing for Resources: Satisfaction Versus Significance – Is There Too Much Focus on Experiential Patient Satisfaction? 8/04
• Innovative Points Program Helps Boost Employee Recruitment and Retention, 9/04
• Anger Over Confusing Health Care Bills Launches National Improvement Effort, 10/04
• Trendsetters Market Health Care as an ‘Experience’ Not a Process, 11/04
• For Cleveland Clinic, Employee Communications Is an Economic Strategy, 12/04

Ethnic Marketing 

• Lessons from a California Hospital Entering the Asian-American Market, 6/04
• New York Hospital Queens Is Ahead of the Curve in Addressing Multiculturalism – The Seaweed Soup Story, 9/04

Innovation

• Creative Tips to Improve Group Thinking, 1/04
• How Do You Collect and Manage Innovative Ideas from 17,000 Employees? 6/04
• Critical Success Factors (for Employee Suggestion Programs), 6/04
• Ideas Successfully Adopted, 6/04

Internet

• New Research Identifies Five Key e-Health Consumer Trends, 1/04
• Are You Taking Advantage of All Marketing Opportunities Online? Part One: Search Engines, 3/04; Part Two: Content, New Technologies, ROI, 4/04

Market Research

• Predictive Modeling in Health Care Customer Relationship Management: Part One – CIM Applications, 5/04; Part Two – CEM and CSM Applications, 6/04

Physician Relations/Operations

• Ten-Point Plan for Reducing Physician Appointment Wait Times, 4/04
• Successful Ways for Hospitals to Work with Physicians, 5/04
• Marketing to Your Own Physicians and Boosting Patient Satisfaction: Suburban Chicago Hospital Offers a Focused, Very Personal Touch, 9/04
• Working Within the Law, 9/04

Planning

• Strategic Master Facility Planning, 10/04
• Gear Up to Take Advantage of Changing Physician Needs – A New Way to Plan, 11/04

Quality and Outcomes

• A New Model for Patient ‘Experiences’ – Maine Hospital Offers Good Example of Management Focus, 2/04
• Does Anybody Care About Health Care Consumer Report Cards? 3/04
• Physician Scorecards: The Next Big Marketing Tool? 8/04
• Better (Physician Grading) Yardsticks, 8/04
• A ‘Better Than Approach’ to Marketing (Performance), 8/04
• Hospitals Concentrate on Cultivating ‘a Culture of Safety,’ 10/04

Sales and Promotion

• Events Yield Big Results, 2/04
• Event Master Quiz, 2/04
• Extended Patient Experience Management: Promoting Recognition of Lasting Impact, 3/04
• The Many Attempts to Lift the Clouds of Confusion from Medicare Modernization, 5/04
• Turn an Aging, Unhealthy Workforce into a Profit Center – Soliciting and Building Employer Relationships, 7/04

Strategic Issues/Trends

• New Efforts to Promote Physician Communication Competency Will Benefit Doctors and Patients, 2/04
• Gender-Specific Medicine Sets Out to Change Traditional Care Practices, 3/04
• Survey of Health Care Marketers Reveals Vast Room for Improvement, 4/04
• The Lowdown on (Marketing) Budgets, Staffing, and Salaries, 4/04
• The Risks of Extended Patient Experience Management – A Problem of Misaligned Incentives, 4/04
• Contemporary Governance: Beyond Compliance to Effectiveness, 7/04
• Health Care Sometimes Engages in Opportunistic, and Worse, Marketing, 10/04

Technology

• Hospitals Bring Technology to the Bedside – Benefits Huge from Marketing, Patient, Physician, and Employee Standpoint, Say Proponents, 3/04
• The Electronic ICU, 11/04
• High-Tech Can Be High-Touch, Too – Lessons from a Silicon Valley Facility, 12/04

Wellness/Prevention/Access

• Let’s Get Real: Building Heart Healthy Communities, 8/04

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