Consumer Feedback

Competency Discussion

Discussion Topic

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Healthcare, like other industries, requires consumer feedback. That feedback is used as part of their reimbursement criteria. As a result, healthcare is experiencing an increase in the use of social media for reviews and feedback. For your Competency Discussion, review two or three consumer review sites, including one dedicated to healthcare practitioners and facilities (i.e., Yelp, RateMDs, Healthgrades).

Next, consider the impact reviews and social media could have on your health institution’s bottom line. Then, reflect on how sites like these could affect how you, as a healthcare administrator and leader, market to your target audience. Finally, think about what your strategy would be for managing consumer reviews on your own healthcare site.

To begin this Competency and meet your required engagement, post in the Discussion area a brief description of the consumer review websites you reviewed. Next, describe the impact reviews and social media could have on your health institution’s bottom line. Then, explain how sites like these could affect you, as a healthcare administrator and leader, market to your target audience. Finally, explain what your strategy would be for managing consumer reviews on your own healthcare site.

 

 

 

 

 

 

 

Module 2 Pre-Assessment Submission

Assessment Submission

 

 

Note: Although this formative pre-assessment is not graded, a submission is required before you can advance to your summative assessment.

 

The Module Pre-Assessment is your opportunity to practice applying module content before submitting the final Competency Assessment. In the Final Assessment, you will be asked to create a merger report based on the case study provided.

To prepare for your Final Assessment, review the “Hospital Consolidation” case study provided in the Final Assessment Instructions and:

· As CEO and chief marketing manager of Kimball Hospital, consider all the factors required to make a recommendation regarding a merger of Kimball Hospital with its chief rival, Tanner Medical Center including the potential impact of a merger on Kimball Hospital and Great Western Hospital Corporation (GWHC).

· Reflect on how you might explain to the Kimball community-based Board of Directors the justification for whether you would or would not recommend the merger, the potential long-term risks/impacts of a merger on stakeholders (patients, the public, physicians, and payers), the issues involved such as access, cost, and quality, and what concerns each of the stakeholder groups might have regarding the consolidation.

· Consider four to six communication (marketing) strategies you might recommend to the Board that will balance the organizational and community interests of the stakeholder groups as you make the important decision of whether or not to merge with Tanner Medical Center. Be sure to review information about industry issues and trends to inform your explanation/communication to the stakeholders and the Board.

For this Module Pre-Assessment, create a draft of your merger report. Be sure to review the Part I of the Final Assessment Instructions for guidance and cite references that support the content of your draft

 

 

 

Module 4 Self-Assessment Submission

Assessment Submission

 

 

Note: Although this formative pre-assessment is not graded, a submission is required before you can advance to your summative assessment.

 

The Module Pre-Assessment is your opportunity to practice applying module content before submitting the final Competency Assessment. As mentioned earlier, in the Final Assessment, you will be asked to create an update to a marketing plan based on the case study provided.

To prepare for your Final Assessment, review the “Market Management” case study provided in Part II of the Final Assessment Instructions and based on Rachel’s environmental assessment:

· Consider CMC’s strengths, weaknesses, opportunities, and threats (SWOT Analysis) and how you might present them in a slide presentation.

· Reflect on the findings from the situational analysis and how you might provide an overview that includes the most critical issues facing CMC in regard to its physicians, payers, patients, and public customers.

· Think about a market strategy you could present that identifies the target market for increasing services at CMC and how you propose to reach this market.

· Consider a detailed plan for promoting CMC’s services to existing and new patients using four different marketing techniques.

For this Module Pre-Assessment, create a draft of your slide presentation for Part II of your Final Assessment. Be sure to review the Final Assessment Instructions for guidance and cite references that support the content of your draft.

 

 

Module 5 Pre-Assessment Submission

Assessment Submission

 

 

Note: Although this formative pre-assessment is not graded, a submission is required before you can advance to your summative assessment.

 

The Module Pre-Assessment is your opportunity to practice applying module content before submitting the final Competency Assessment. As mentioned earlier, in the Final Assessment, you will be asked to create a report that addresses updates to a marketing plan and presentation analyzing current marketing operations and opportunities based on the case studies provided.

To prepare for Part III of your Final Assessment, review the “Palomar Heart Hospital” (PHH) case study provided in the Final Assessment Instructions and:

· Consider how you would describe the marketing techniques you would employ to raise the profile the profile of PHH in the community and increase patient volume. Be sure to consider two mass-marketing and two target-marketing techniques you would use in this scenario.

· Reflect on two marketing techniques you would recommend using to market PHH to payers to increase the proportion of the population able to access PHH’s services.

· Think about two ways you would recommend utilizing social media to drive new business to PHH.

· Consider whether PHH should amend its mission, vision, and/or scope of services offered including the organizational and marketplace realities that support your decision.

To prepare for Part IV of your Final Assessment, review the “Intermountain Healthcare” case study provided in the Final Assessment Instructions and from the perspective of a new director of marketing at Intermountain Healthcare who is hosting an internal retreat with the organization’s marketing department:

· Consider how you would illustrate, in a presentation, Intermountain’s engagement with each of its customers (patients the public, physicians, and payers) in pursuit of its organizational mission and vision.

· Reflect on how you would illustrate, in a presentation, Intermountain’s three most significant strategic advantages including how they can be utilized in the new marketing plan to advance the organization’s mission.

For this Module Pre-Assessment, create a draft of your report to update a marketing plan for Part III and a draft of your presentation for Part IV of your Final Assessment. Be sure to review Parts III and IV of the Final Assessment Instructions for guidance and cite the resources used to support the content of your drafts.

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