Patients as Consumers

Sonic HealthOnline Marketing & Market Research

Ian Lyons - pureprofile

Outline

How leading companies adapt to change

Patients as consumers

Customer centric design

Online communications best practice

How research can help

Adapting to Change

McDonalds Challenges

Major shifts in consumer attitudes and behaviour

Healthier eating style

Obesity epidemic concerns

More nimble competitors

Market Research Guides Change

Tracking advertising, consumer sentiment, behaviours

Weekly dips

Large quarterly studies

Change underway 2 years before Supersize Me

Most successful 12 months ever

Consumer Behaviour

Patients Are Consumers

Google opens access to medical information

Self directed healthcare

Other medical companies are marketing directly

Service experience is a key differentiator

Experience is coloured by marketing expectation

Role of Market Research

What is the current reality?

Quantify patient expectations

Qualify shift in patient attitudes

Make small changes and measure effectiveness

Existing Radiology Research

Rise of boutique or concierge medical care

Waiting time largest concern

Interpersonal skills

Radiologist only mentioned by 10%

Turning Crisis Into Opportunity — Challenges Facing Radiology in the 21st CenturyBy Jim Knaub, Radiology Today, Vol. 8 No. 15 P. 10

Customer Centric Design

Your Customer Journey

Online Best Practice

Humanise Your Business

Worth talking about

What you are like to do business with is your brand

Targeted Communications

Referring Doctor Customers

Micro marketing - make something special for small groups to differentiate

Simplify and wrap personality around your service

Options and control

In Conclusion

There is a Huge Opportunity

Consumerisation is an unexpected challenge

Research can help identify & track opportunities

Incorporate customer service into care

Shine in a increasingly competitive marketplace

How pureprofile Can Help

Recommend agencies & MR firms

Reach your current and potential customer base

Deliver targeted communications

Create dialogue

Thank You

Ian LyonsCommunications Director0411 588 145

ilyons@pureprofile.com

Patients as Consumers

Business

Patients as Consumers in the Market for Medicine1 Patients as Consumers in the Market for Medicine The Halo Effect of Hospitality1 Cristobal Young, Department of Sociology, Cornell

Healthcare Consumers become more Digitally Intense - …€¦ · As healthcare consumers become more digitally intense, ... in digital for utility value, ... Healthcare Consumers

Interaction with patients and consumers · Interaction with patients and consumers Presented by Nathalie Bere on 15 March 2017 . Public engagement department, Stakeholders and Communication

Chapter 6 Understanding Organization as Consumers

PATIENTS AS CONSUMERS: HOW LEADING PROVIDERS ARE … · • Discuss how to create service journeys and design empathetic ... Unguided online research Process Research alternatives

American & Canadian Consumers: Not As Similar As You Think

THE DEFINITIVE POPULATION GUIDE TO PATIENTS HEALTH · 2018. 3. 27. · THE DEFINITIVE GUIDE TO PATIENTS AS CONSUMERS Sitting in traffic on the way to work, you notice smoke creeping

Patients as consumers of healthcare: the role of … Patients as consumers of healthcare: the role of innovation in self-care and self-management Prof. Lionel Tarassenko FREng Institute

As Consumers Evolve, Retail Analytics Advance

PATIENTS AS CONSUMERS: HOW LEADING PROVIDERS ARE … · DIGITALLY TRANSFORMING PATIENT CONSULTS Session 122, March 7, 2018 Rasu B. Shrestha, Chief Innovation Officer, UPMC ... Oracle

What Cannabis Patients & Consumers Want...The What Cannabis Patients & Consumers Want report provides key insights for dispensary owners and recreational retailers to improve their

Teachers as Consumers of Literacy Research

PARENTS AS CONSUMERS - FONA

Millenials As Consumers

WHO Patient Safety: The impact of patients on improving ... Patient safety... · WHO Patient Safety: The impact of patients on improving the quality of care ... Consumers" as one

Patients’ and Consumers’

Candidates as consumers

Australian Patients Anticipate the Onset of Digital Medicine · 2017-01-12 · Australian healthcare consumers see EHRs as a tool The divide between Australian consumers and doctors

CSR Workbook - Residential Energy Consumers - February 2018 · 2018. 9. 6. · consumers as well as an open-link public version posted on the OEB website. Consumers were asked to

Putting Patients First ‘Championing Consumers’ Rights’