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Luncheon session covers healthcare consumerism inside and out

From left to right: Ed Rafalski, chief strategy and marketing officer with BayCare Health, and Ryan Donohue, corporate director of program development with National Research Corporation, during the Q&A portion of their session. From left to right: Ed Rafalski, chief strategy and marketing officer with BayCare Health, and Ryan Donohue, corporate director of program development with National Research Corporation, during the Q&A portion of their session.

Ryan Donohue, corporate director of program development with National Research Corporation, returned to the conference to lead a high-level discussion of healthcare consumerism.  He reported results of recent consumer surveys that painted the picture of consumers’ three views of healthcare: the popular, politician and patient views. Mr. Donohue spoke about reshaping perceptions and said trustees should discuss three priorities: access, value and experience.

Next, Ed Rafalski, chief strategy and marketing officer with BayCare Health, discussed healthcare consumerism from the inside out. He described BayCare’s approach to engaging customers, delivering care and building loyalty among the different generations of consumers, including: an “Easy Pass” loyalty program for patients, HealthNav – a self-care decisions symptom checker app, BayCare Anywhere – an app available at supermarket kiosks with medical professional follow-up within 48 hours to book primary care and a “Genius Bar-like” healthcare tech help for customers. 

Published September 23, 2019