Patient Touchpoint Strategy – 4 Steps to Increase Total Patient Experience

Patient Touchpoint Strategy

Patient touchpoints or interactions with health care facility and professionals define patient centered care. They determine the total patient experience and satisfaction, affecting not only the clinical tasks but patient outcomes.  With the growth of online and social media, healthcare administrators have new tools to evaluate and effect patient centered care.

California HealthCare Foundation Study of Health 2.0 suggests,

“Innovative collaborations online among groups of patients, medical professionals, and other health care players are challenging the notion that health care happens only between a single patient and doctor in an exam room.”

In the growing Health 2.0 model, online and social media have dramatically increased touchpoints (34% of patients use social media, 46% health portals, 67% search engines).

patient life cycle

Josh D. McGilliard, VP Marketing, Kissito Healthcare commented,

“Touchpoints or places where our brand constituents come in contact with our brand, are considered the underpinnings that hold the Kissito brand together. Whether they are external or internal before or after initial engagement, it is the only way to identify with the constituents on a consistent basis. Social media is becoming an important part of the mix.”

What are the touchpoints for today’s patient?  Now consumers research diseases, best practices, cures, pharmaceuticals on WebMD.  Medical information is shared by TV commercials, radio talk shows, blogs, Facebook, Twitter, YouTube, and brochures in doctor’s office.  Friends share stories and recommendations; patients join online support communities.  Interactions with medical/hospital staff are critical (admissions, billing, doctors, pharmacists, nurses. dietitians, CNAs, aides, social workers, therapists.) Patient discharge plans include regular interactions with case workers. The summation of these points is the Touchpoint Map.

The next step for healthcare professionals is to design a Touchpoint Optimization Strategy that will increase the quality of the total patient experience:

Step 1: Create a Patient Touchpoint Map

Interview a sample of patients to determine which touchpoints relate to their healthcare experience.

Step 2: Evaluate Patient Touchpoints Effectiveness

Determine which of these touchpoints each patient values at each stage of medical intervention (discovery, treatment, discharge, aftercare) referred as the patient life cycle. Then compare these touchpoints in generating conversations and patient relationships, increasing patient satisfaction and comfort level and effecting outcomes.

Step 3: Design Patient Touchpoint Optimization Strategy

Select a cost-effective mix of marketing tools that target your demographic and stage of intervention to increase touchpoints and conversations and improve the patient experience.

Step 4: Assess Patient Touchpoint Optimization Strategy

Evaluate the effect of the strategy in terms of increasing the quality and satisfaction of the total patient experience.

For example, a McKinsey Study of hypertensive patient’s habits for taking their medicines revealed that the adherence practices were related to six patient segments. They included skeptical patients, confident patients, concerned patients, confused patients, resigned patients, and proactive patients. By targeting a Touchpoint Strategy to these segments, the organization can greatly increase the effectiveness on their marketing efforts.


  1. Posted November 25, 2012 at 7:47 am | Permalink

    Have you ever considered publishing an e-book or guest authoring on other websites?
    I have a blog based upon on the same ideas you discuss
    and would really like to have you share some stories/information.
    I know my readers would value your work. If you’re even remotely interested, feel free to shoot me an e mail.

  2. Posted December 8, 2012 at 4:42 am | Permalink

    It’s very simple to find out any matter on net as compared to books, as I found this post at this web page.

  3. Posted January 7, 2013 at 3:25 am | Permalink

    This article is actually a pleasant one it helps new web viewers, who
    are wishing for blogging.

  4. Posted January 11, 2013 at 10:36 pm | Permalink

    I actually shared this post along with a few pals. Instead of have acquired a
    little rise in visitors most certainly from us, was helpful to
    us. Thanks.

  5. Posted January 12, 2013 at 10:55 pm | Permalink

    I really like your blog.. very nice colors & theme. Did you make
    this website yourself or did you hire someone to do it for you?
    Plz respond as I’m looking to construct my own blog and would like to find out where u got this from. thank you

  6. Posted January 14, 2013 at 2:27 pm | Permalink

    I absolutely love your blog and find many of your post’s to be what precisely I’m
    looking for. can you offer guest writers to write content for
    you personally? I wouldn’t mind producing a post or elaborating on a number of the subjects you write concerning here. Again, awesome weblog!

  7. Posted January 26, 2013 at 6:47 pm | Permalink

    I just thought to suggest I truly delight in an individual’s way with words-at all. It is always good to see a particular person whom shows a knowledge of syntax plus punctuation on-line. I will tell some others about Patient Touchpoint Strategy 4 Steps to Increase Total Patient Experience | Beyond Social Media Marketing… Entwine Inc. Regards!

  8. Posted January 31, 2013 at 9:51 pm | Permalink

    I all the time used to read article in news papers but now as I am a user of internet therefore from now I am using net for posts, thanks
    to web.

  9. Posted February 2, 2013 at 4:49 am | Permalink

    Spectacular piece. I actually entirely clicked along with Patient Touchpoint Strategy 4 Steps to Increase Total Patient
    Experience | Beyond Social Media Marketing… Entwine Inc.
    I should not induce difficulties by saying this however your information reminded me of
    how to create a website that i read about on a blog for engagement not too
    long ago.

  10. Posted February 3, 2013 at 6:17 pm | Permalink

    Hi there mates, its wonderful piece of writing regarding educationand fully explained, keep it
    up all the time.

  11. Posted February 8, 2013 at 11:31 am | Permalink

    Yesterday, while I was at work, my cousin stole my iPad and tested to see if it can survive a 25 foot drop, just so she can be a youtube
    sensation. My iPad is now destroyed and she has 83 views.
    I know this is totally off topic but I had to share it with someone!

  12. Posted February 11, 2013 at 7:31 pm | Permalink

    Thanks for ones marvelous posting! I quite enjoyed reading it, you’re a great author. I will ensure that I bookmark your blog and will come back in the future. I want to encourage you to definitely continue your great writing, have a nice evening!

  13. Posted February 17, 2013 at 6:32 pm | Permalink

    Hey! Quick question that’s totally off topic. Do you know how to make your site mobile friendly? My blog looks weird when browsing from my iphone 4. I’m trying to find
    a theme or plugin that might be able to correct this problem.
    If you have any recommendations, please share. Cheers!

  14. Posted February 18, 2013 at 8:57 pm | Permalink

    Nice answers in return of this difficulty with solid arguments and
    telling everything on the topic of that.

  15. Posted February 21, 2013 at 1:27 am | Permalink

    You can also look through the daily newspapers especially the Sunday paper.
    I like their pizza the best because they put quality first.
    Dominoes is almost always quick to take down orders and generally
    delivers the pizza within their allotted 30-minute time frame.

  16. Posted February 22, 2013 at 9:56 pm | Permalink

    I am curious to find out what blog platform you’re using? I’m experiencing some minor security problems with my latest site and I’d like to find something more risk-free. Do you have any suggestions?

  17. Posted February 27, 2013 at 12:17 am | Permalink

    Hello, i believe that i noticed you visited my weblog so i got here to return the choose?
    .I am attempting to to find things to enhance my website!
    I suppose its good enough to make use of some of your concepts!

  18. Posted March 6, 2013 at 9:04 am | Permalink

    Hi there! My wife and I often publish guest articles for other blog site owners to help gain publicity to our work, as well as provide good content to blog owners.
    It really is a win win situation! If you are interested feel
    free to contact me at: roseanneharrington@arcor.
    de so we can communicate further. Kudos!

  19. Posted March 10, 2013 at 6:52 am | Permalink

    Hi, i think that i saw you visited my website thus i got here to return the want?
    .I’m trying to find things to improve my site!I guess its good enough to make use of a few of your ideas!!

  20. Posted March 31, 2013 at 6:33 pm | Permalink

    First of all I would like to say fantastic blog! I had a quick question in which I’d like to ask if you don’t mind.
    I was interested to know how you center yourself and clear your mind
    prior to writing. I’ve had difficulty clearing my mind in getting my thoughts out there. I do take pleasure in writing but it just seems like the first 10 to 15 minutes are generally wasted simply just trying to figure out how to begin. Any recommendations or tips? Kudos!

  21. Posted April 22, 2013 at 2:29 pm | Permalink

    Nice answers in return of this difficulty with solid arguments and
    telling everything on the topic of that.

  22. Posted May 2, 2013 at 3:21 am | Permalink

    Hello! Do you use Twitter? I’d like to follow you if that would be ok. I’m definitely enjoying
    your blog and look forward to new updates.

  23. Posted May 2, 2013 at 2:41 pm | Permalink

    Appreciating the time and energy you put into your site and detailed information you provide.

    It’s great to come across a blog every once in a while that isn’t the same unwanted rehashed information.

    Fantastic read! I’ve saved your site and I’m adding your RSS
    feeds to my Google account.

  24. Posted May 9, 2013 at 12:04 pm | Permalink

    Thank you for the auspicious writeup. It in reality used to be a amusement account it.
    Look complex to far introduced agreeable from you! However, how
    can we communicate?

  25. Posted May 20, 2013 at 7:59 am | Permalink

    Your current article has established helpful
    to me. It_s quite informative and you really are clearly very well-informed in this region.
    You have popped my personal sight in order to numerous views on this specific subject
    together with interesting and strong content material.

  26. Posted May 25, 2013 at 6:44 pm | Permalink

    Howdy! I know this is kinda off topic however I’d figured I’d ask.
    Would you be interested in exchanging links or maybe
    guest authoring a blog post or vice-versa?
    My website addresses a lot of the same topics as yours and
    I think we could greatly benefit from each other. If
    you happen to be interested feel free to send me an email.
    I look forward to hearing from you! Wonderful blog by the way!

  27. Posted June 3, 2013 at 11:45 am | Permalink

    Hi, I think your website might be having browser compatibility issues.
    When I look at your blog site in Ie, it looks
    fine but when opening in Internet Explorer, it has some overlapping.
    I just wanted to give you a quick heads up! Other then that, great

  28. Posted June 7, 2013 at 8:26 pm | Permalink

    You really make it seem so easy with your presentation but I
    find this topic to be actually something that I think
    I would never understand. It seems too complex and very broad for me.
    I’m looking forward for your next post, I will try to get the hang of it!

  29. Posted June 10, 2013 at 9:53 am | Permalink

    Hi! Someone in my Myspace group shared this website with us so I came to give it a look.
    I’m definitely enjoying the information. I’m bookmarking and will
    be tweeting this to my followers! Exceptional blog and great design.

  30. Posted June 23, 2013 at 4:02 am | Permalink

    Awesome issues here. I’m very happy to peer your article. Thank you so much and I am looking ahead to touch you. Will you kindly drop me a mail?

  31. Posted July 2, 2013 at 4:18 pm | Permalink

    Hey there! I understand this is sort of off-topic however I needed to ask.
    Does building a well-established blog such as yours require a lot of work?
    I’m completely new to writing a blog but I do write in my diary on a daily basis. I’d like to
    start a blog so I will be able to share my own experience
    and feelings online. Please let me know if you have any ideas or tips for brand
    new aspiring blog owners. Appreciate it!

  32. Posted July 11, 2013 at 5:03 am | Permalink

    My family members always say that I am wasting my time here at net, however
    I know I am getting know-how all the time by reading thes nice

  33. Posted July 30, 2013 at 5:29 pm | Permalink

    You made some good points there. I looked on the net for additional information about the issue and
    found most individuals will go along with your views on this site.

  34. Posted August 2, 2013 at 5:21 am | Permalink

    It’s a genuine remedy for infertility troubles.

  35. Posted August 5, 2013 at 7:23 am | Permalink

    Fat Loss 4 Idiots – How To Shed 9bls In 11 Days The ideal issue that has ever
    occurred in the dieting and weight loss planet has to be Fat loss four idiots.

  36. Posted August 5, 2013 at 11:54 am | Permalink

    Managing the technique’s resources is 1 of its responsibilities.

  37. Posted September 4, 2013 at 3:24 am | Permalink

    Helpful info. Fortunate me I discovered your site unintentionally,
    and I am shocked why this accident did not happened
    in advance! I bookmarked it.

  38. Posted September 4, 2013 at 7:05 am | Permalink

    Do-it-yourself software is less data recovery expensive than the previous types which is still far shorter than mechanical
    disks. Ranging from simple modifications to whole system
    builds, we offer a couple of things in terms of being seen the most or in
    their field. This can be a big data recovery
    hit here. We are currently talking much about the latest upgraded Data Compass DCEXP utility, partially because of its upgrade free of

  39. Posted September 22, 2013 at 12:20 am | Permalink

    Very nice blog post. I definitely love this website.
    Keep it up!

  40. Posted December 29, 2013 at 3:32 am | Permalink

    I constantly spent my half an hour to read this website’s content all the time along with a mug of

  41. Posted February 7, 2014 at 1:18 pm | Permalink

    Fachowo__, profesjonalizm, rzeczowo__ – no i z nutk_ poczucia humoru!

    Czego chcie_ wi_cej? Gratuluj_!

  42. Posted March 12, 2014 at 3:21 pm | Permalink

    It’s enormous that you are getting ideas from this post as wwell ass from our argument made at this place.

3 Trackbacks

  1. [...] pharmaceutical companies and medical professionals are searching for effective venues to engage patients. They are investigating the application of social media as they are confounded with compliance [...]

  2. [...] article I came across relating to social media marketing and patient touchpoints is here: http://www.beyondsocialmediamark…)Insert a dynamic date hereCannot add comment at this [...]

  3. [...] Does it reach your target markets? [...]

Post a Comment

Your email is never shared. Required fields are marked *