Lonnie Hirsch

About Lonnie Hirsch

Co-Founder of Healthcare Success Strategies, Lonnie has consulted for over 2,000 health care clients during his 20-year career. Lonnie writes for many healthcare publications, and also has spoken at hundreds of venues nationally. His topics include patient experience, customer service, marketing, branding and business development.

Author Archive | Lonnie Hirsch

listening skills

Patient Experience and The Lost Art of Listening

Early on, we learn to talk. And throughout life we’re quick to “have something to say,” and contribute to social interaction…with friends, colleagues, and even with strangers. Storytelling, verbally presenting ideas and communicating information becomes second nature; a practiced skill that’s valuable in business and personal interaction. Some people take public speaking classes or polish […]

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caring hands

Experiential Marketing: The Untapped Advantage for Doctors and Hospitals

When big-budget advertisers are determined to make a brand-awareness splash with the public, they often need elaborate (and expensive) preparation. The textbook label is Experiential Marketing, defined as “a form of advertising intended to customers experience the brand.” Fortunately, doctors and hospitals have a largely untapped advantage over consumer and retail brands when it comes to […]

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social media pathway

Social Media: How to Build a Better Experience-Path to Your Door

If the Internet is the “new front door” for hospitals and healthcare providers, then social media is the trusted pathway to engagement and the vitally important initial patient experience. Curiously, the most frequent citation about online health information sounds impressive, but it doesn’t reveal the underlying power of contemporary digital. You’ll often hear: “72% of […]

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word of mouth lemon

Madvocates: Patient Experience Naysayers Are Not Who You Think

As often happens, a consumer research study has proven something that you probably knew intuitively…that bad news travels fast. But the survey by Colloquy, a consumer loyalty firm, identifies and quantifies the demographic slices that are “predisposed to engage in negative WOM (word-of mouth) practices after suffering a bad experience.” But the surprising insight about […]

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telemedicine e-visit

Can Telemedicine Also Deliver Patient Satisfaction?

It’s only natural that the ways and means of delivering quality healthcare continue to commingle and expand with technological advances. In particular, the slice of telemedicine known as “virtual visits” or “e-visits,” bring doctor and patient together through an online encounter. There’s considerable evidence of positive provider and patient benefits in e-visit applications including cost […]

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patient satisfaction

HCAHPS: Missing the Measure of Experience vs. Satisfaction

Everyone is in favor of improving patient care. And, as the theory goes, the government’s incentive system of rewarding quality performance—HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems)—is the universal pathway. But this year, the healthcare reform’s pay-for-performance method is more penalty than reward. “Medicare is giving bonuses to a majority of hospitals that […]

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empathy

Overcoming the Dichotomy of Professional Distance

A physician recently reminded us: “Doctors are trained to be impersonal.” In saying this, they were struggling to balance the apparent dichotomy between maintaining professional distance and bringing empathy and engagement to patient-centered care. A common course for some doctors is to cling to a traditional hierarchy that elevates the physician to a superior role. […]

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patient satisfaction

10 Big Ideas to Move Patient Experience From Good to Great

Healthcare delivery in the United States continues to transform itself from provider-centric care to a patient-centered environment with a key goal of excellence in patient experience. Medical offices and hospitals have made significant inroads in recognizing the vital importance of “the customer.” They recognize the benefits of delivering a positive patient experience, but making breakthrough progress—and […]

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innovation healthjam

Patient Satisfaction Solutions From a Virtual Brainstorm [Infographic]

Question: What happens when you bring together thousands of individuals from healthcare and technology—and you challenge them create solutions for patient satisfaction, patient experience and other pressing healthcare issues? Answer: The unique virtual brainstorm session, labeled Innovation HealthJam, identifies over 250 actionable ideas—potential solutions and improvements—to help shape the future of healthcare. Here’s how that […]

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wearable health technology

How Wearable Tech Will Benefit Healthcare and the Patient Experience

Apple’s new Watch (mistakenly referred to as the “iWatch” in media rumors) is now officially “official,” although still not here. Availability is early 2015, they say. Notwithstanding that the Watch tells time and several other things, Apple is making a big splash with the health-related capabilities. The device, using sensors, apps and smartphone connectivity, ties itself […]

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