Transcript Slide 1

THE
VIRTUAL
PATIENT JOURNEY
Keith Pollard, CEO
Intuition Communication
THE NO 1 ACTIVITY ON THE
WEB TODAY
1 IN 5 COUPLES MEET ONLINE
3 IN 5 GAY COUPLES MEET ONLINE
ONE BILLION USERS!
ONE BILLION USERS!
MY SON DOESNT “GET” EMAIL
SECOND LARGEST SEARCH
ENGINE IS...
172,800 NEW MEMBERS
EVERY DAY
THE NO 1 ACTIVITY ON THE
WEB IN MY COUNTRY
THE NO 1 ACTIVITY DEPENDS
ON THE COUNTRY!
HOW DOES ALL THIS AFFECT
THE PATIENT JOURNEY?
THE PATIENT JOURNEY
RESEARCH
EVALUATE
DECIDE
REEVALUATE
EXPERIENCE
FORM
OPINION
ONLINE INVESTMENT
SUSPECT
PROSPECT
CUSTOMER
PROMOTER
AND
PUBLICIST
INFORMATION SOURCES
Your web
site
Social
media
Search
Suspect
Forums
Video
Portals
THE FORGOTTEN SOCIAL
MEDIA IN HEALTHCARE?
IVF TREATMENT
IVF CLINIC IN NORWAY
122 REPLIES... 11,879 VIEWS!
MEDICAL “TRIPADVISOR”
I THINK...
I WANT...
THE PATIENT HAS A VOICE
HOW DO YOU STAND
OUT
FROM THE CROWD?
THROUGH BETTER
CONTENT AND
COMMUNICATION!
A BETTER WEB SITE
CONTENT MARKETING
VIDEO
SOCIAL MEDIA
BUT IT DOESN’T STOP
THERE!
ONLINE INVESTMENT
RESEARCH
EVALUATE
DECIDE
REEVALUATE
EXPERIENCE
FORM
OPINION
FIRST TOUCH...
• THE EMAIL OR
WEB ENQUIRY
FIRST TOUCH...
• ... WHY DON’T
YOU ANSWER???
IN EVERY HOSPITAL...
FIRST TOUCH...
• WHY DONT YOU
LISTEN???
EXAMPLE 1
Good evening and thank you for contacting our
clinic.
Please check our new online cost calculator
here:
www.xxxxxxxxxxxx.com
Fur further questions and arrangements please
let us know
Best regards
XXXXXXXXX plastic surgery
EXAMPLE 2
Dear sir,
Thanks a lot for your email. Our cataract surgery packages are
as follows. (Charges per eye)
Please find below our regular packages for cataract surgery.
1. Economy – Using Infinity Ozil technology by Alcon. Lens
used will be Acrysof 3 Piece Charges – US $ 800.
2. Standard - Using Infinity Ozil technology by Alcon. Lens
used will be Acrysof IQ
Charges – US $ 1000.
3. Premium Toric Lens - Using Infinity Ozil technology by
Alcon. Lens used will be Acrysof Toric Charges – US $ 1200
Etc etc etc
EXAMPLE 3
Hello Douglas thanks for contacting with XXXXXX
dental clinic. With dental veneers it is posible
to straigthen your teeth avoiding orthodontic
treatment.
We can do all your treatment in one day under
conscious sedation. The price of a dental
veneer is 480 euros and of the zirconium
crown 398 euros. Dental implant cost is 450
euros.
HOW CAN WE FIX THE
PROBLEM?
QUESTIONS
EXPERTISE
SAFETY
PAYMENT
NEEDS
PROBLEMS
ANSWERS VIA WEB, PDF, VIDEO
PROOF OF
EXPERTISE
FAQ’S
COMPARISONS
TESTIMONIALS
GUARANTEE
MARKETING AUTOMATION
Day 2
SUCCESS
RATES
Day 4
Day 6
Day 8
Day 10
QUESTIONS HOW WE SUPPORT REASSURAND
COMPARE SERVICES ANCE
ANSWERS
BUT IT DOESN’T STOP
THERE!
ONLINE INVESTMENT
RESEARCH
EVALUATE
DECIDE
REEVALUATE
EXPERIENCE
FORM
OPINION
COGNITIVE DISSONANCE
DID I MAKE THE RIGHT DECISION?
PATIENT
STORIES
REVIEWS
DOES IT STOP HERE?
ONLINE INVESTMENT
RESEARCH
EVALUATE
DECIDE
REEVALUATE
EXPERIENCE
FORM
OPINION
WHAT DO YOU ASK YOUR
PATIENTS?
CAN WE DO
BETTER?
DID WE
DELIVER OUR
PROMISE??
HOW WAS IT
FOR YOU?
FEEDBACK
CREATING PROMOTERS AND
PUBLICISTS
WHAT DO YOU SAY TO YOUR
PAST PATIENTS?
CAN WE
BE OF
HELP?
HOW IS IT
GOING?
REPUTATION
WE NOW
OFFER
THIS
AUTOMATION... AGAIN!
Week 1
ANY
QUESTIONS?
Week 2
WRITE A
REVIEW?
Week 4
EVERYTHING
OK?
One year
DID YOU
KNOW?
THE VIRTUAL PATIENT
JOURNEY
SUSPECT
PROSPECT
CUSTOMER
PROMOTER
AND
PUBLICIST
KEY MESSAGE
• LISTEN...
• ENGAGE...
• RESPOND ON
THEIR TERMS!
• AND... DON’T
FORGET THEM!
WANT TO KNOW MORE?