Patient Loyalty in Healthcare: An Innovative New Approach
4:00pm - 5:00pmThursday, February 14
Orlando - Orange County Convention Center
Consumers have more choice than ever on how, when and where they receive care—in fact, two-thirds of people received care from a non-traditional provider last year, representing millions in lost revenue. Lehigh Valley Health Network (LVHN) has a fresh take on how to acquire and retain customers for life by successfully tackling the question of, “How do we create a loyalty program that better engages our population in their own care and keeps them healthy?” LVHN mimicked what works in retail and apply best practices. From increasing weekly MyLVHN enrollments by 175% by filling gaps between care episodes to creating personalized automated multi-channel consumer journeys based on analytics and propensity models and cross-engaging with consumers on social media, LVHN is creating loyalty in new ways. LVHN is increasing market share in key revenue-driving services with a new approach to keep patients for life. The result? Increased net promoter scores and patient lifetime value.