『touch point podcast』のカバーアート

touch point podcast

touch point podcast

著者： touch point media
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touch point is a podcast dedicated to discussions on digital marketing and online patient engagement strategies for hospitals, health systems, and physicians' practices. In each episode, hosts Reed Smith and Chris Boyer dive deep into a variety of topics on the digital tools, solutions, strategies, and processes that are impacting the healthcare industry today.touch point media © 2023. All rights reserved. マーケティング マーケティング・セールス 政治・政府 経済学 衛生・健康的な生活
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  • TP496 - The Loop Was Never Built to be Closed

    TP496 - The Loop Was Never Built to be Closed
    2026/07/15
    Ninety-eight percent of patients say feedback is easy to give. Half of them ever see anything come of it. Chris and Reed spend this episode on the half that goes quiet. The prompt came from the Alchemer 2026 Healthcare Experience Report, a vendor study Reed flagged in the TPS report. Its numbers do the setup work. Patients can speak, and about half watch nothing come back. The most useful finding is the one about the people who never responded at all. Roughly half of them said nobody asked. Only about ten percent said they figured it would not matter. The industry has been building campaigns to re-engage patients it never invited. Chris and Reed then push past the vendor data into the instrument the whole industry runs on. HCAHPS launched in 2006 as a standardized public accountability measure, and it does that job. It is also a payment mechanism. A quarter of a hospital's value-based purchasing score comes from it, and CMS withholds two percent of base operating DRG payments into the pool it feeds. When the score moves money, the organization manages the score. Saving one upset patient earns nothing on that scoreboard. Reed draws the line between a rating and a review, then finds the hole underneath both. A system can act on feedback, fix the process for the next patient, and the person who raised it never learns a thing. Healthcare is not built to be visible about its own quality improvement. He also names the unglamorous version of the problem, the intake screen where somebody keys in a fake phone number to advance to the next field, which quietly guarantees nobody can ever reach that patient again. In this episode, Chris and Reed cover: Why the silence after a bad experience is an invitation problem, not an apathy problem The 22-point gap between patients who feel acknowledged and patients who see action How a survey tied to reimbursement ends up managing a score instead of a relationship What Schwab and Apple settled fifteen years ago that healthcare still argues about Why a real-time feedback tool on a short-staffed unit can make things worse Feedback as an early safety signal, and why marketing usually owns the platform it arrives on Acknowledgment is not action. If the only thing that ever comes back to a patient is thanks for your feedback, you closed the ticket and left the loop open. Mentions from the Show: Alchemer, 2026 Healthcare Experience Report (vendor study, disclosed on air): https://www.alchemer.com/resources/e-guide/2026-healthcare-experience-report/ Penn LDI, Surveys of Hospital Patients Evolve to Use Email, Phone and Mail, 2025 (HCAHPS response rates, survey timing): https://ldi.upenn.edu/our-work/research-updates/surveys-of-hospital-patients-evolve-to-use-email-phone-and-mail-and-even-narratives/ Susan Edgman-Levitan, AHRQ CAHPS principal investigator, on response bias, 2025: https://www.patientguidesolutions.com/beyond-the-new-hcahps CMS Hospital Value-Based Purchasing, HCAHPS weighting and the 2% DRG withhold: https://www.cms.gov/medicare/quality/value-based-programs/hospital-value-based-purchasing Becker's Hospital Review, A New HCAHPS Survey for a New Year (Rick Evans, NewYork-Presbyterian e-survey pilot), 2024: https://www.beckershospitalreview.com/patient-experience/a-new-hcahps-survey-for-a-new-year/ The Beryl Institute, Closing the Loop: Using Real-Time Feedback to Improve Patient Experience (Providence Holy Cross): https://theberylinstitute.org/product/closing-the-loop-using-real-time-feedback-to-improve-patient-experience/ Bain & Company, Closing the Loop (Net Promoter System, Charles Schwab and Apple, inner and outer loop): https://www.bain.com/insights/closing-the-loop/ Press Ganey, patient safety and likelihood to recommend (measurement vendor): https://www.pressganey.com/resources/blog/patient-experience-2025-new-trends/ CMS Patient Safety Structural Measures, 2025 (patient and family involvement as one of five components): CONFIRM URL before publish Baldrige Performance Excellence Program, voice of the customer criteria: https://www.nist.gov/baldrige TP68, Yelp or HCAHPS: Which is Better to Measure Patient Experience? (May 2018): https://touchpoint.health/podcast/tp68-yelp-or-hcahps-which-is-better-to-measure-patient-experience/ Unbound Snacks, Chris's recommendation (flavored walnuts): https://www.unboundsnacks.com/ Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices
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    41 分
  • TP495 - Marketing Through the Messy Middle

    TP495 - Marketing Through the Messy Middle
    2026/07/08
    Reed Smith and Chris Boyer walk through why systems pursue scale, what the deal model captures well and the parts it tends to leave out, the patient experience, brand and digital continuity that rarely get their own line in the financial plan. McKinsey's early-2026 read has healthcare M&A shifting from buying new markets toward integrating what systems already own, with roughly 70 to 80% of provider deals now like-for-like consolidation, so the integration work is getting more attention than it used to. Then they are joined by their guest expert, Christine Albert. She has led marketing and experience through multiple integrations as a chief marketing and experience officer, and she calls this stretch the messy middle. She is practical about it. How to get marketing and digital into the deal conversation early. Why brand architecture is more than a logo lockup. Why the internal team should be the first audience you communicate with. And what the leaders who integrate well tend to do differently, starting sooner and treating the acquired team as an asset. In this episode, Chris, Reed and Christine cover: What a merger's financial model captures and what the integration work adds Where AI helps in an integration and where the work still runs on people How marketing, digital and experience earn a seat in the deal conversation early Why brand and internal communication shape how an integration lands What leaders who integrate well do differently from the first planning meeting If your system is in a deal, or headed toward one, this is a practical look at the work that shapes how it feels to patients and staff on the other side. touchpoint.health Mentions from the Show: Kaufman Hall, M&A Quarterly Activity Report Q1 2026 (22 transactions, strongest Q1 since 2020; Sutter and Allina 39-hospital, $26B): https://www.kaufmanhall.com/insights/research-report/ma-quarterly-activity-report-q1-2026 Kaufman Hall, 2025 Hospital and Health System M&A in Review (46 transactions, the quieter 2025 baseline): https://www.kaufmanhall.com/insights/research-report/hospital-and-health-system-2025-ma-review-uncertainty-transitions-continue McKinsey, US healthcare M&A: value through diversification, Feb 2026 (shift toward integration; 70 to 80% like-for-like): https://www.mckinsey.com/capabilities/m-and-a/our-insights/us-healthcare-companies-continue-to-create-value-through-diversification McKinsey, Healthcare private equity outlook, HPE Miami 2026 (operational execution ranked over financial engineering): https://www.mckinsey.com/industries/healthcare/our-insights/healthcare-blog/healthcare-private-equity-outlook-takeaways-from-hpe-miami-2026 PwC 2026 healthcare M&A outlook, via Fierce Healthcare, Dec 2025 (AI as a driver of margin and growth): https://www.fiercehealthcare.com/finance/key-trends-will-shape-healthcare-ma-activity-2026-pwc Christine Albert on LinkedIn: https://www.linkedin.com/in/christineyalbert/ Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices
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    58 分
  • TP494 - ICYMI: When AI Becomes the First Stop for Care

    TP494 - ICYMI: When AI Becomes the First Stop for Care
    2026/07/01
    This week's Touch Point is an encore. We are replaying TP470, "When AI Becomes the First Stop for Care." It aired in January, the same week OpenAI launched ChatGPT Health. Chris and Reed sat down with Brandon Scott of TenAdams and made a plain argument. For a growing number of patients, the health journey now starts inside an AI chat, before any health system enters the picture. Five months later the premise is no longer up for debate. By OpenAI's count, more than 230 million people ask health questions on ChatGPT every week, and roughly 40 million do it daily. The patient who shows up already holding an AI explanation of their lab results is now routine. What the original episode left open is the reason to replay it. TP470 asked how health systems would respond. The most visible answer so far is that they bought from the same company. OpenAI for Healthcare rolled out inside AdventHealth, Cedars-Sinai, HCA, Boston Children's, Stanford and other systems within a day of the consumer launch. In April, OpenAI put a free tool directly on clinicians' desks. The vendor that became the patient's first stop is now also the clinician's workspace and the enterprise platform. The front door, the exam room and the back office increasingly run through one synthesis layer. In this encore, Chris and Reed cover: Why AI became the first stop for care before most health systems had a strategy for it What ChatGPT Health actually does, and the line between "support" and "diagnosis" that OpenAI keeps drawing Where AI fills the gaps left by short appointments, fragmented records and limited access Why walled garden thinking is out of step with how patients now manage their health What changes when the tool patients trust and the tool clinicians use come from the same vendor If your digital strategy still treats the website as the first interaction, this episode was early to the problem and the problem only got bigger. Mentions from the Show: Original episode: TP470, When AI Becomes the First Stop for Care. https://touchpoint.health/podcast/tp470-when-ai-becomes-the-first-stop-for-care/ OpenAI, Introducing ChatGPT Health (Jan 7, 2026): https://openai.com/index/introducing-chatgpt-health/ OpenAI, Introducing OpenAI for Healthcare (Jan 8, 2026): https://openai.com/index/openai-for-healthcare/ Fierce Healthcare, OpenAI launches ChatGPT for Clinicians (Apr 30, 2026): https://www.fiercehealthcare.com/ai-and-machine-learning/openai-launches-chatgpt-clinicians-free-ai-tool-physicians-nps-and Advisory Board, Ty Aderhold on ChatGPT Health: https://www.advisory.com/daily-briefing/2026/01/12/chatgpt-health-ab-oi-ec TP476, Good Enough for People Is Not Good Enough for Machines: https://touchpoint.health/podcast/tp476-good-enough-for-people-is-not-good-enough-for-machines/ Brandon Scott on LinkedIn: https://www.linkedin.com/in/brandontascott/ TenAdams: http://tenadams.com Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices
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    59 分
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