Heathcare is Bulit for a Tie

Score Tied and No Extra Innings
Ever think about it? Healthcare is built for a tie. Throughout the industry no one can ever get a competitive leg up. We all have the same managed care contracts, similar programs and services, even our docs go to a group of hospitals. So, in a commodity market environment, which healthcare is, and price is becoming king, how can anyone expect anything less than a tie? You can not be a clear winner, you can not dominate your market, you can not keep out new entrants. Okay, maybe for a short while but not indefinitely. Tie score, 7-7, "same ol same ol" across organizations and it may not change anytime soon. We all do the same things.

Breaking the tie
The only way you can break a tie is with your people. That's right, your employees. They make the difference and set you apart from the field. In a zero sum game where the truth be told, no one can really define service and quality, people make the difference. That is what doctors and patients will remember. That is how you can gain an advantage, that is part of the road to prosperity as an organization. Train them and get them into the community with presentations.

And oh by the way, there should not be a single presentation that anyone gives from the CEO on down that is over six slides. If you can't deliver a presentation in 4-6 slides, then you do not know what you are talking about. Stop the show up and throw up approach to information. People aren't stupid, they can read and that is exactly what they do when you put miles of information with 60 slides in a presentation. They read and don't listen, so why did you even bother giving a presentation? When you do that, then 80 percent of the presentation is about you, and only 20 percent about your audience. Think they really want to hear how great you think you are?

Employees satisfaction is one part of the puzzle to breaking the tie
Still think employee satisfaction isn't important or is only relegated to a bi-annual survey? Think again. The healthcare industry is built for a tie and if you want passionate committed employees and physicians, then you really need to treat them better. Otherwise, its a tie.

And ties aren't a lot of fun.

>>> Heathcare is Bulit for a Tie >>>

Have you looked at your CGM lately?

CGM, sounds like a disease. Well, it can be. It can be unknown. It can be helpful. It can be harmful. It can be your best friend or your worse enemy. Do you even know what it is?

Is your marketing department aware of CGM? Can they even tell you what this means?

Simply put if you do not know what CGM means you and your hospital, physician practices, or any healthcare setting is at risk.

CGM means Consumer Generated Media. It means that in the age of the Internet, disgruntled patients, unhappy employees, media, anybody- can write about their experiences, post photos, interview and show to the world how good or bad you are.

Anyone with a computer and Internet connection can create CGM. Won't matter if what is written is true or false. The world does not care. But those who read it will believe it.

Scroll through this blog and you will find plenty of examples of CGM: Silver Cross Hospital; Agfa Healthcare; Adventist; State of Illinois; etc.

Look at: Comcastmustdie.com; Ihatedell.net; Technorati.com; Youtube.com; MrConsumer.com, all examples of CGM. And it could be you tomorrow.

If you don’t know what your consumers are saying about you, or what your competition is saying for that matter, you are losing control of your brand.

You operate in a virtual marketplace.
Consumers know more than about you than you realize.

You lose in a CGM fast-break. Disgruntled patient or discharged employee creates Consumer Generated Media. CGM is picked up by media- print and electronic. You won’t even know what hit you. You lose control of your brand and message.

Welcome to the age where customers are the new paparazzi.

>>> Have you looked at your CGM lately? >>>