Key Topics Covered:
- How word-of-mouth marketing is driven by genuine care
- Patient comments as fuel for cultural and clinical transformation
- The real reason questions about mental health, falls, and bladder control matter
- Creating new programs like pelvic floor therapy and fall prevention based on CAHPS data
- Health literacy, team specialization, and interdisciplinary strengths at scale
- Using empathy and relationships to make data actionable
Key Quotes:
- “Data is only good if we use it.”
- “Trust is marketing. Exceptional care is a billboard people share at dinner.”
- “Our job is to ask the curious questions patients didn’t even know they needed.”
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