Data, Insights & Execution

Experience Management

www.endeavormgmt.com/healthcare

Common ChallengesExperience Management

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Gathering relevant market intelligence

to better target and segment the market

Increasing reach and finding innovative ways

to better engage patients and physicians

Providing a consistent, streamlined

experience

Equipping team with insight & tools to grow

advocacy

Scope of ServicesCreating Leaders

Experience Management Healthcare Marketing Strategy Healthcare Business Strategy

Since the early 90s, we’ve been using this approach to organize insight development, strategy design, and experience monitoring.

Gelb has the experience to guide your strategic marketing efforts with well-executed marketing research and proven methods to design winning strategies.

Our team of former healthcare executives have executed strategic planning, transformation, and programs.

• Patient Experience Management• Physician Experience Management• Donor Experience Management

• Healthcare Growth Playbook• Health Brand Strategy• Digital Insights and Dashboards

• Strategic Planning• Financial Analysis• Revenue Cycle Improvement• Operational Excellence• Organizational Transformation• Quality and Patient Safety• Executive Transition• Destination Medicine

Our BeliefsGrowing Advocacy

We believe that culture and your brand promise are

linked through the experience delivered.

Leaders translate customer expectations to the

organization, assign priorities and reinforce expected

behaviors.

We intentionally examine the differences between

functional needs (what is done) with emotional needs

(how patients and physicians feel about the

interactions).

Alignment with expectations creates an exceptional

experience and a sustainable competitive advantage.

We call this Customer Enchantment

Our ApproachExperience Mapping

Awareness Evaluation

Experience

Mapping

Framework

Scheduling TransitionTreatment

Key ToolThe Experience Map

BenefitsExperience Management

• Brand Perceptions

• Decision Factors

• Marketing Channels & Touchpoints

• Outreach

• Referral Channel Performance

• Patient Communications

• Identify Brand & Market Opportunities

• Deliver the Ideal Experience

• Strengthen Relationships &

• Grow Advocacy

• Maximize Marketing & Outreach

Identify Key Segment Needs

Align Marketing and Operations

Develop Empathy

Identify market opportunities & grow customer lifetime value

Experience Mapping

Introduction

ProcessEnsuring Continuous Improvement

DiscoveryAppreciating Different Need Types

FUNCTIONAL

EMOTIONAL

UnderstandingA Day in the Life

In-depth insight into what customers

do, think, feel, and need during their

experience.

For Each Sage of the Experience:

• Day in the Life - Current versus ideal

• Touchpoint analysis and prioritization

• Verbatim quotes and selected audio clips

• Detailed findings with rich quotes

EmpathyPersonas

Bringing to life key segments through examining descriptors, behaviors

and needs.

Persona Development:

• Segment differences

• Demographics

• Psychographics

• Needs and Preferences

Insight to ActionIdentifying Key Expectations

CommunicationCoordinationCare

Awareness Need Scheduling Treatment Transition

ActionPrioritizing Multiple Efforts

ExperienceAdapting Best Practices

Patients ReferrersInternal

• Conducting weekly meetings between faculty and service staff

• Enhancing the role of volunteers, including recruitment & their role in the patient experience

• Offering amenities to paramedics• Sharing best practices across multiple

departments • Including front-line staff in operational

redesign, particularly for call center and scheduling

• Implementing real-time organizational effectiveness feedback system

• Developing uniform customer service standards across roles

• Providing scripting for organizations, especially front line staff

• Implementing weekly progress meetings• Creating non-traditional support groups • Improving waiting areas by providing laptops

for checkout, pagers for patients and separate areas for adults and children

• Customizing welcome packets based on geography and personal preferences

• Offering patient advocates, particularly for destination and international patients

• Screening interviewees to share their story for inclusion in marketing materials

• Implementing real-time feedback system for patients and referring physicians

• Mapping out the experience by setting expectations for every step and reiterating during steps

• Including referrers on advisory boards• Sending “thank you” notes and/or calling

to thank them for every referral• Adding photos and sub-specialty focus to

faculty directory• Promoting availability of diagnostic center

for undiagnosed patients• Revamping follow-up notes to include a

concise summary upfront• Creating opportunities for on-site CME,

backstage tours, and meet and greet with faculty

• Courtesy calls for a personal touch and rapport with physicians

Dashboard Overviews

Focus on the Future

Digital Insights & Dashboards

What We Do

Physician360 Actionable Insight

Strategy Activate

Capture Analyze Share

Insight

Standard reports and dashboards typically included are:• Coordinator Scorecard• Market Insight Dashboard• Service Line Report• Executive Report• Strategic Planning Dashboard• Continuum of Care Dashboard• Outreach Activities Summary Dashboard• Physician Relations Program Dashboard• Physician Experience

Physician360 Demo

http://vimeo.com/112767931

Marketing360 Actionable Insight

Strategy Activate

Capture Analyze Share

Insight

Connecting the Dots

Marketing360 Demo:

http://vimeo.com/114726829

Patient360 Actionable Insight

Strategy Activate

Capture Analyze Share

Insight

Standard reports and dashboards typically included are:• Access Scorecard• Call Center Feedback Tool• Lead Management• Escalation for Follow-up/Service Recovery• Service Line Reports• Executive Report• Transition of Care Dashboard

Patient360 Demo:

http://vimeo.com/114725576

About Us

We work with nationally-recognized Institutions:• 4 “Honor Roll” institutions• 8 out of the top 20 cancer programs• 3 out of the top 4 pediatric hospitals• 3 out of the top 10 cardiovascular programs

National Benchmarking Studies:• Patient experience management• Marketing practices• Physician relations programs• International programs

Ranked as one of top 50 Healthcare Consulting firms by Modern Healthcare

The Gelb

Difference

Our collaborative, information-based approach instills confidence in results and brings into focus the true meaning of offering an exceptional customer experience.

We have been specializing in customer experience for over a decade. Our approach applies industry best practices and proven frameworks to real-world situations.

Our team members have depth and breadth of experience and knowledge; many have executive-level experience at leading healthcare organizations.

We Appreciate the Opportunity

Thank You