Session ID: 

Patient Loyalty in Healthcare: An Innovative New Approach

4:00pm - 5:00pm Thursday, 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.

Learning Objectives: 

  • Describe how a patient portal moves beyond simple bill payments to fill gaps between care episodes
  • Create highly personalized, automated journeys that build loyalty among a population
  • Analyze populations based need-propensities; consumer demographics, social and behavioral data; and first-party data
  • Compare enterprise technologies to identify the right mix to match program goals
  • Integrate loyalty programs with demand generation efforts to amplify ROI, increase patient lifetime value and accelerate service line growth


Vice President, Marketing & Public Affairs,
Lehigh Valley Health Network
Administrator, Marketing,
Lehigh Valley Health Network


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