4 Best Practices For Healthcare Email Drip Campaigns

By Daniella Koren May 26, 2017

What is a drip campaign? A drip campaign is a series of communications that are delivered to your prospect or customer over a period of time, and has a planned cadence with business rules — but is also based… Read More

Business Rules That Drive Effective Healthcare Drip Campaigns

By Daniella Koren April 29, 2017

Every action has a reaction in both physics and effective marketing plans, and modern CRM has allowed healthcare marketers to design business rules tailored to individuals at specific stages in their patient journeys. These steps are defined by if/then… Read More

Why Relevance And Responsiveness Boosts ROI

By Daniella Koren March 27, 2017

Customer Relationship Management (CRM) can be a nebulous term, referring “to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.” That dry definition is broadened by the phrase “throughout the… Read More

The ABCs Of A/B Testing In Healthcare Marketing

By Daniella Koren February 24, 2017

Medical research relies on tests with reproducible results, and the same maxim applies to healthcare marketing and education. Marketers need to understand what works, what doesn’t, and the methods of delivery that resonate with patients. To that end, communications… Read More

Elements Of Oral Chemotherapy Compliance

By Daniella Koren January 22, 2017

Cancer treatments are evolving, and there is a shift toward chemotherapy that patients self-administer at home, with an emphasis on oral medications. In 2010, authors published in the Clinical Journal of Oncology Nursing expected use of oral chemotherapy treatments… Read More

What Millennials Want When It Comes To Healthcare

By Daniella Koren December 23, 2016

In just the last year, Millennials (adults ages 18-34) have become the largest generation in the U.S. labor force, officially surpassing Gen Xers, according to an analysis of U.S. Census Bureau data by the Pew Research Center. The healthcare… Read More

Healthcare Marketing To The Undiagnosed And Those With Rare Diseases

By Daniella Koren November 25, 2016

Tips to make engagement programs more specific and effective  The same can also be said about designing marketing communications that speak to these patients; this community presents with a unique set of characteristics that do not fall within… Read More

How Much Do Patients Really Want To Know About Their Condition?

By Daniella Koren October 28, 2016

Patients who are educated about their disease are more likely to adhere to doctor recommendations, medication regimens, and treatments – but exactly how much information do they really want? There’s no across-the-board response to this question, since… Read More

The Impact Of Knowledge: Patient Education Improves Compliance And Outcomes

By Daniella Koren September 26, 2016

The proper diagnosis of a disease and effective treatments are, of course, essential to an individual’s prognosis and quality of life. But there is also compelling evidence about the value of being sufficiently informed; a patient’s misunderstanding of a… Read More

How Isolation Impacts Those Suffering With Rare Disease

By Daniella Koren September 6, 2016

There’s little in life as jarring as being diagnosed with a serious disease like cancer or diabetes; the news irrevocably changes the lives of both the patient and their family. Yet as difficult as it is, there are many… Read More

How Marketers Can Help Bridge The Gap For Parents, Patients, and Caregivers

By Daniella Koren August 10, 2016

Any change can be daunting. But for a pediatric patient with a rare disease who is faced with transitioning into adult care, it can be exponentially more intimidating. While parents have often painstakingly developed a support system over the… Read More

Blogger Outreach 101 For Healthcare Marketers

By Daniella Koren June 2, 2016

The days of influence marketing solely backed by celebrities or public figures are long gone. Today, people publish their own opinions and find their voice online by publishing blogs that carry influence of the same caliber, if not more. Read More

Two Big Cs For Cancer Patients: Compassionate Communication

By Daniella Koren April 1, 2016

“Sending a patient to do battle with cancer without any training is like parachuting a soldier into the jungle without the benefit of survival training.” —Michael Lerner, president, Commonwealth In this age of rapid healthcare delivery, the big… Read More

5 Insights To Boost Support For Rare-Disease Communities

By Daniella Koren March 3, 2016

I’ve had the privilege of talking to those touched by or living with rare disease. This post reflects on statistics and insights gained from patients, caregivers and healthcare providers. According to Global Genes, nearly 30 million Americans are… Read More

5 Best Practices For Personalizing The Call Center Experience

By Daniella Koren January 22, 2016

Healthcare is evolving into a value-based system, with patient satisfaction tied to reimbursements and penalties. And, it’s evolving quicker than you might think. Value-based reimbursement is no longer the future of healthcare, a pilot project, or some far off… Read More

How Telemedicine Is Propelling Change Around The Hospital Experience

By Daniella Koren November 25, 2015

Telemedicine will no doubt increase patient engagement, because patients who receive care when and where they want are more motivated to participate in self-care. And on the provider side, being able to identify what is important to the patient… Read More

How The Internet Of Things Is Changing The Future Of Healthcare CRM Strategy

By Daniella Koren October 30, 2015

Customer relationship management (CRM) is here to stay and is at the heart of companies’ digital initiatives for years to come, Gartner said in a report that came out in 2014. The hot topic in CRM across multiple leading… Read More

Educating Patients About Surgical Recovery: When, And How?

By Daniella Koren September 25, 2015

Educating patients about what to expect after surgery needs to start in the weeks beforehand. By helping patients understand what their surgery involves and preparing them both for the procedure and recovery, providers can improve patient satisfaction and make… Read More

Patient Portals And Missed Opportunities

By Daniella Koren August 28, 2015

As value-based care becomes common practice, healthcare organizations are working to increase patient engagement—but are current engagement strategies getting the job done when it comes to improving outcomes long term? HIMSS Analytics conducted a study on patient engagement… Read More

Shared Decision-making: It Takes Two

By Daniella Koren July 28, 2015

According to the Agency for Healthcare Research and Quality, “Shared decision making is a model of patient-centered care that enables and encourages people to play a role in the management of their own health. It operates under the premise… Read More

Prehabilitation-Improving Outcomes Proactively

By Daniella Koren June 26, 2015

One area where outcomes-based care is having a huge impact is orthopedic surgery. According to a 2014 study published in the Journal of Strength Conditioning Research, the projected number of total knee replacement surgeries for 2016 is 1,046,000—in 15… Read More

The Synergy Between Call Centers And Population Health

By Daniella Koren May 22, 2015

Healthcare is evolving from a fee-for-service and volume-driven model to one that is value based. The Centers for Medicare & Medicaid Services has stepped up its timeline for shifting Medicare to a value-based system so that by the end… Read More

Call Centers – Filling The Gaps In The Patient Care Continuum

By Daniella Koren April 24, 2015

A report in Healthcare IT News, “Strategies to Maximize Patient Engagement and Retention,” observed that the healthcare industry is evolving to a model where patients are approaching their healthcare as consumers. As a result, patients’ expectations of an “exceptional… Read More

Patients And Physicians On Using Technology And Sharing Information

By Daniella Koren March 27, 2015

Technology is advancing how medicine is practiced, giving patients the chance to participate more fully in their healthcare. These new developments have the potential to elevate the provider-patient relationship, and are being welcomed, for the most part, by both… Read More

The Waiting Room Is Prime Time For Patient Engagement

By Daniella Koren February 27, 2015

The waiting room is often the place where patients spend the majority of their time during a visit to their doctor. According to a Software Advice survey of 5,000 U.S. patients, the average time patients wait before seeing a… Read More

Would You Recommend This App?

By Daniella Koren January 26, 2015

According to industry estimates, 500 million smartphone owners worldwide use at least one health or wellness app. Within the next three years, 50% of the more than 3 billion smartphone and tablet users will have downloaded mobile health apps. Read More

Healthcare Trends To Watch For In 2015

By Daniella Koren December 26, 2014

Tech-savvy consumers, the Affordable Care Act, and competitive new companies entering the healthcare industry are all contributors to changes that will be affecting patients, providers, and payers in 2015. Researchers at PwCs’ Health Research Institute surveyed 1,000 U.S. Read More

Patient Access to EHRs – How Much Should Doctors Share?

By Daniella Koren November 28, 2014

The use of electronic health records (EHRs) is now standard operating procedure in many medical practices, but access to them is a bone of contention. While many patients want to be able to read and add to their records,… Read More

Helping Patients Get The Most From Patient Portals

By Daniella Koren October 24, 2014

While patient portals can’t replace an in-office visit, they have many benefits: They encourage patients to view test results and health records and can facilitate an ongoing doctor-patient dialogue. They can reduce paperwork by serving as online billing and… Read More

Using Patient Education To Stop The Hospital Revolving Door

By Daniella Koren September 26, 2014

According to the Centers for Medicare and Medicaid Services (CMS), about one in five Medicare patients discharged from a hospital is readmitted within 30 days. In an effort to change this, in 2009, the CMS began publicly reporting hospital… Read More

Finding Time For Patient Education: 4 Tips For Healthcare Providers

By Daniella Koren August 22, 2014

It’s not news to doctors that an important part of their job is educating their patients about their health and medical conditions. The problem is that a meaningful interaction takes time—one thing that doctors don’t have. A 2013 Medscape… Read More

4 Barriers To Patient Engagement And How To Overcome Them

By Daniella Koren July 25, 2014

We can all agree that empowering patients to engage in their healthcare is a good thing. Improving patients’ understanding of their disease and health so they take a more active role in their healthcare has been shown to lead… Read More

Tips For Improving Written Communication To Patients

By Daniella Koren June 27, 2014

To help patients proactively manage their health, many healthcare providers supplement what they tell patients during appointments with written content. This may include printouts of educational material about their condition, healthy lifestyle tips, or hand-written notes about the patient’s… Read More

5 Tips To Help Healthcare Providers Improve Patient Empowerment

By Daniella Koren May 23, 2014

Which patient is likely to have the best outcome: The one who puts their health entirely in their doctor’s hands, or the one who is empowered to help manage their own health? The answer may seem obvious. Patients… Read More

Top 4 Ways To Help Patients With Shared Decision Making

By Daniella Koren April 28, 2014

The Affordable Care Act (ACA) identifies patient engagement as an integral part of quality in accountable care organizations. In fact, a separate section (3506) of the ACA calls for new Shared Decision-Making Resource Centers to help integrate the approach… Read More

Patient Engagement: It’s More Than You May Think

By Daniella Koren March 31, 2014

Patient engagement is a very popular term right now. But what exactly is it? As part of Meaningful Use Stage 2 requirements, healthcare organizations will be making important decisions about how to improve access to patient data using… Read More

Being A Good Patient Marketer – A Short List

By Daniella Koren November 22, 2013

What does it take to be a good patient marketer? There is no one background that makes a person a perfect fit for healthcare marketing. Certainly a good education, including within the discipline of marketing, is a good start. Read More

Building Relationships With Content Marketing

By Daniella Koren October 25, 2013

My last post introduced the concept of Responsive Relationship Marketing: the practice of listening first and communicating subsequently, allowing segmentation and tailoring to emerge dynamically. Just as responsive design is about creating engaging content for a proliferating number… Read More

What Is Responsive Relationship Marketing?

By Daniella Koren July 26, 2013

Over the last couple of years, responsive design has become the new trend to ensure customers can see our message any time from any device. As we know, healthcare professionals are uber users of hand-held devices, and so responsive… Read More

Why Preparation Is Everything When It Comes To Positive Patient Outcomes

By Daniella Koren June 28, 2013

Patients not only need medical care but also emotional and educational support from their healthcare team. Treatment can be a daunting experience, but a good medical team can assuage patient fears for an easier healing experience. Preparation Paves… Read More

Content: Create Or Curate?

By Daniella Koren May 24, 2013

We’ve all heard the phrase “content is king,” but in the world of inbound marketing has our definition of “Content” changed? Ninety-one percent of B2B marketers use content in their marketing mix and a majority use social media… Read More

Caregiver Content Is A Win-Win-Win

By Daniella Koren May 1, 2013

The caregiver has become a primary target audience for healthcare marketers, especially in the oncology and rare disease spaces. Often clients ask whether the content we provide to patients is sufficient for caregivers, too. Our answer is – not… Read More

Social Listening for Pharma RM: Lessons Learned When No One Is Talking About Your Brand

By Daniella Koren March 22, 2013

We recently completed the first phase of a yearlong social listening project for one of our clients. It’s a global project, spanning seven countries and includes “listening in” on all of the popular social media channels – Twitter, Facebook, Sina… Read More

Data – It’s The New ‘Creative’

By Daniella Koren February 22, 2013

One of the hottest marketing catch phrases of 2012 is “data is the new creative.” The premise is that all of the creative in the world won’t help you if your decisions aren’t data driven. Data Is the… Read More

Social Media: A Game-changer For Relationship Marketing

By Daniella Koren January 25, 2013

For the past 12 years, my focus and interest has been Relationship Marketing, specifically Patient Relationship Marketing. It has been the allure around building, segmenting, and leveraging a database of qualified patients, usually suffering from disease states where they… Read More

Pharma Needs To Learn To COPE

By Daniella Koren December 28, 2012

2012 has been a year of innovation in mhealth, wellness and prevention start-ups, a focus on EMR and patient/doctor communications, and much discussion about big data. As these issues continue to blossom, I am observing a delay within… Read More

The Perfect Drug

By Daniella Koren November 23, 2012

What once would have once sounded like the plot of a 1950’s science fiction novel is now the future of modern medicine — soon, our medications will not just treat our conditions, they’ll be tailored to our individual genomes. Read More

Are Our Results Good? Find Out If Your Engagement Rates Stack Up

By Daniella Koren October 26, 2012

Relationship marketing (RM) programs are powerful tools that help consumers make educated healthcare decisions. We have been creating and evaluating RM programs for over 10 years. Since the beginning, we have placed an emphasis on measuring results to ensure… Read More

What Problem Is Pinterest Solving?

By Daniella Koren September 28, 2012

Recently at a meeting, we were talking about the healthcare boards that have popped up on Pinterest. As we discussed the idea of creating a way for oncology patients to find others like themselves on Pinterest, and share inspirational… Read More

Pump Up The Volume On Email Strategy For Building Relationships In Healthcare

By Daniella Koren August 21, 2012

Yes, e-mail has gone through phases in healthcare marketing since 2001, but, no, it is not going to be obliterated. Email remains one of the “meat and potatoes” means of communication between healthcare brands and consumer targets. I… Read More

All The Gear, But No Idea

By Daniella Koren August 2, 2012

I recently went on a hiking trip in New Zealand where one in our group had the most expensive gear: boots, clothing, poles, backpack.  Despite his lavish equipment, he was always the last one to arrive at the destination… Read More

What Do Patients Really Want?

By Daniella Koren June 26, 2012

In today’s fast-shifting patient-centric world, do we know what patients with serious diseases really want when it comes to information about their health? And are pharmaceutical companies listening? When Wendy S. was diagnosed with metastatic breast cancer two… Read More

12 Things About People With Chronic Conditions You May Not Know

By Daniella Koren May 25, 2012

For years, many myths about chronic patient care and communications have hobbled our ability to offer the optimum supportive information. Through years of work with leading healthcare companies, I have identified some truths about patients and caregivers that may surprise… Read More

Relationship Marketing At The Speed Of Social

By Daniella Koren April 27, 2012

The speed of social rules the day. We traverse platforms faster than we can blink an eye. Can social channels get any faster or more amalgamated? I’m sure. So how do healthcare brands keep up with the speed and intensity… Read More