Client Satisfaction Surveys: A Retrospective

Group of people holding feedback sign

Geonetric has been doing our quarterly client satisfaction survey for a few years now. It’s a valuable tool for gathering feedback from our clients and making sure we’re all aligned on the right path … and we’ve been seeing great results.

In an agile environment, however, periodic retrospectives are a critical component – even when things seem to be running smoothly. A retrospective is a planned meeting that gives a team the opportunity to reflect and adapt. In a typical retrospective, we ask three overarching questions:

  1. What’s going well?
  2. What could use improvement?
  3. What actions should we take?

We applied those questions to our Client Satisfaction Survey process … and here are our observations and interpretations.

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Proving the Value of a Hospital Website

Value post it notes

A website is a big investment. It’s also one that, if done well, will pay for itself over and over again. The key is understanding how your website can be used as a tool to bring in revenue.

When Wheaton Franciscan Healthcare set out to create a new site to represent the organization’s Southeast Wisconsin region, they worked with Geonetric to build an amazing site that broke down organizational silos, improved efficiencies and strengthened the health system’s reputation for innovative treatments and compassionate care.

But lot of website redesigns deliver better information architecture, improved functionality and a stronger online brand. So how did Wheaton Franciscan prove the site’s value? They connected their site’s performance to revenue and started tracking. And what they uncovered is pretty impressive.

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SHSMD Taskforce Unveils the Ultimate Healthcare Strategy Guide

Strategy GuideThe forces of change are arraying and the impact on healthcare marketing, public relations, communications and planning will be significant. The change isn’t just driven from healthcare reform, it’s also coming from health consumerism and advances in technology including big data, personalized communication and CRM.

I’ve had the opportunity over the past year to be part of a SHSMD think tank exploring the future of the strategy disciplines — marketing, planning, public relations, corporate communications, and physician relations — within the healthcare enterprise.

This task force, working with David Grandy and a team of design thinking consultants from HDR consulting, interviewed, work shopped and vetted its conclusions with hundreds of professionals, executives and CEOs from both inside and outside of our industry.

The result of this work is the impressive Bridging Worlds report. It provides a detailed and actionable plan outlining the changes that healthcare organizations need to make to succeed in the future.

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