Cultivating Patient Commitment & Loyalty: The Key to Winning in Tomorrow’s Healthcare

A man looking into the sunset while standing on a stone pier off the shore of an ocean.

The New Rules of Engagement: Competing in the Age of Mobile Healthcare

Part 7

Unveiling the secret to patient commitment in the evolving healthcare landscape, this blog explores how marrying cutting-edge tech solutions with targeted, emotive communication strategies can bridge the divide between hospital IT and Marketing departments. We illustrate how this holistic approach not only elevates patient experience but also forges unshakable patient trust and loyalty - a pivotal step to winning in tomorrow's healthcare.

Cody Strate
Cultivating Patient Commitment & Loyalty: The Key to Winning in Tomorrow’s Healthcare

Cody Strate


With 20+ years of experience, Cody Strate is a go-to expert for hospitals looking to improve their digital presence and patient experience.

July 27, 2023

Article Published


Healthcare has always been a field that values innovation and progress, as advancements in medical technology directly translate into improved patient outcomes. With the advent of the digital era, this push for innovation has expanded to include not only medical procedures and equipment, but also patient-facing technology solutions, all under the strategic focus of creating an effective digital front door.

However, while healthcare institutions across the globe are making commendable strides in deploying these advanced technologies, a persistent stumbling block continues to be the effective communication of these enhancements to the very individuals they are designed to benefit — the patients. It’s a challenge akin to building an incredible theme park, but neglecting to put up signs that guide visitors to the key attractions.

In today's competitive healthcare landscape, where patient choice and satisfaction are crucial determinants of success, winning patient trust and commitment is paramount. Technology can certainly foster this trust and commitment by providing convenience, efficiency, and better health outcomes. Consequently, many hospitals are diligently focusing on building out their digital front doors, investing substantial resources into digital strategies that encompass telehealth, eSignature solutions, patient portals, AI chatbots, and mobile apps, among others.

These institutions understand that an optimized digital front door not only helps improve patient engagement and satisfaction but also holds the potential to streamline operations and reduce costs. However, the incredible work and investment poured into these technological enhancements are only half the equation. The question then becomes: are these advancements reaching the awareness of patients and prospective patients? Is the hospital communicating effectively about these impressive tools, and are they effectively promoting the tangible value they provide? This blog will delve into this critical aspect of modern healthcare strategy, exploring the importance of aligning IT initiatives with robust marketing and communication strategies.

The Disconnect: IT and Marketing Departments

In many hospitals, the Information Technology (IT) department and the Marketing and Communications department operate in silos, functioning independently of each other. While this division may have historical or operational reasons, in the current digital healthcare era, it presents a significant challenge.

The IT department is generally tasked with developing and maintaining the hospital's technology infrastructure, including the deployment and management of digital front door strategies. Their primary focus is on technology selection, implementation, and troubleshooting, with the goal of ensuring a smooth, efficient, and secure technological environment for both staff and patients.

Conversely, the Marketing and Communications department is typically responsible for creating a positive image of the hospital, attracting patients, and fostering relationships with existing patients and the community. They develop promotional campaigns, manage public relations, and engage in various communication activities to build the hospital's reputation and brand.

The crux of the issue lies in the lack of cross-departmental collaboration. When these two critical departments operate in isolation, there's often a missed opportunity to holistically promote the hospital's digital offerings. This disconnect means that while the IT department is working hard to create innovative, user-friendly, and secure technological solutions, the Marketing and Communications department might be unaware of these advancements or unable to articulate their benefits compellingly. As a result, these significant investments in patient-friendly technologies can go largely under-promoted and under-utilized.

This disconnect isn't just a missed marketing opportunity; it can be a substantial barrier to patient engagement. Without a comprehensive understanding of the technologies being implemented, marketing teams cannot effectively communicate their benefits to patients. Conversely, without marketing insights, IT teams may overlook key features or user experiences that would make their solutions more appealing to the public. It's a two-way street where synergy can lead to meaningful benefits for both the hospital and its patients.

This prevalent issue underscores the critical need for bridging the gap between these departments, promoting an integrated approach where IT initiatives align seamlessly with marketing and communication strategies. By doing so, hospitals can ensure that their substantial investments in building a robust digital front door do not go unnoticed, but instead, transform into a powerful tool for winning patient trust and commitment.

The Crucial Missing Step: Effective Communication

Trust and commitment are built on the foundation of consistent, clear, and meaningful communication. In the context of healthcare, this becomes even more critical. Patients are often dealing with complex medical issues, navigating intricate healthcare systems, and making significant health decisions, all under high-stress conditions. Amidst these challenges, effective communication from their healthcare provider can be a beacon of reassurance and clarity, significantly influencing their level of trust and commitment.

However, despite having advanced technological solutions that can make patients' experiences smoother and more convenient, many hospitals are falling short in communicating these benefits effectively. It's as if they've created a key that can unlock a treasure trove of value, but they've hidden this key, making it difficult for patients to discover and use it.

Investing in state-of-the-art technology solutions is indeed a commendable first step, but it's only one piece of the puzzle. Without a robust marketing and communication strategy to promote these solutions, hospitals are not maximizing their investments or fully meeting their patients' needs. It's akin to building a world-class stadium but forgetting to advertise the game.

A powerful tech solution that goes unnoticed or underutilized due to a lack of communication does not contribute to improving patient trust or commitment. On the other hand, when hospitals effectively communicate the value and benefits of these technologies, they can transform the patient experience. Clear communication about how to use a patient portal, the benefits of eSignature solutions, or how real-time tracking can alleviate anxiety can empower patients, giving them control and easing their healthcare journey.

Effective communication also involves actively soliciting feedback from patients and implementing necessary improvements. By demonstrating responsiveness to patient needs and feedback, hospitals can build stronger relationships with their patients, fostering a sense of trust and long-term commitment.

In essence, while the focus on building a digital front door is crucial, ensuring patients know how to use it, understand its benefits, and feel heard in the process, is equally, if not more, important. Communication is the crucial missing step, the bridge between the hospital's technological capabilities and the patient's ability to leverage them. With effective communication, hospitals can ensure that their digital front door is not just a piece of advanced technology, but a portal to enhanced patient trust, satisfaction, and commitment.

A Paradigm Shift: Collaborative Strategies

The healthcare industry, like any other, is always evolving, driven by new technologies, shifting patient needs, and an increasingly competitive landscape. In this ever-changing environment, hospitals need to adapt and innovate to remain relevant and continue delivering high-quality care. One of the most crucial shifts that hospitals need to make is moving towards a more collaborative approach between their IT and marketing departments.

Historically, these two departments have functioned in silos, each focusing on their respective domains: IT on developing and maintaining technological solutions, and marketing on promoting the hospital's services and strengthening its brand image. While this division of labor makes sense on a superficial level, it creates a significant gap when it comes to communicating the value of the hospital's tech solutions to its most important stakeholders: the patients.

Imagine the IT department as an engineer designing and building a revolutionary new car. They've equipped it with cutting-edge features, state-of-the-art technology, and a host of other benefits. However, if the marketing department, the car's salespeople, are not fully aware of these features or do not understand their importance, they'll struggle to sell this car to potential buyers, no matter how innovative or valuable it might be.

The same applies to hospitals. Without effective collaboration between the IT and marketing departments, the value of their technological solutions can get lost in translation, preventing patients from fully appreciating or utilizing these tools.

A paradigm shift is needed. Instead of functioning in silos, IT and marketing need to work hand in hand. This collaboration can look like regular joint meetings to discuss new technologies, brainstorming sessions to develop effective ways to communicate these solutions to patients, and coordinated efforts to gather and respond to patient feedback.

Such collaboration can lead to a more cohesive and effective strategy, one where technological advancements are not only developed but also efficiently communicated. It's about ensuring that the right hand knows what the left hand is doing, leading to an overall strategy that's not just about building tech solutions or creating marketing campaigns in isolation but about providing an integrated, enhanced patient experience.

The benefits of this collaboration extend beyond effective communication. It can lead to better utilization of resources, improved patient satisfaction, and ultimately, increased patient trust and commitment. The value of the hospital's services becomes more apparent, and the patient's journey, from the moment they step through the hospital's digital front door, becomes smoother and more intuitive.

The era of silos is over. The future belongs to hospitals that recognize the symbiotic relationship between their IT and marketing departments and leverage this partnership to create an environment where their technological solutions are not just advanced but also well communicated and patient-centric. It's not just about building the best digital front door but also about ensuring that patients know it's there, understand how to use it, and trust the organization standing behind it.

Laying the Foundation: Elements of an Effective Marketing Strategy

Creating a powerful marketing strategy is akin to building a house. Each step, from laying the foundation to installing the roof, is critical to the structure's overall stability and function. Similarly, each element of a marketing strategy plays a crucial role in promoting a hospital's tech solutions effectively and cultivating patient commitment and loyalty. Here's a simplified overview:

  • Understand your Audience: It's essential to know who your patients are, what they want, and how they prefer to receive information. Understanding their needs and preferences can guide the development of tech solutions and the crafting of marketing messages.
  • Clearly Define the Value Proposition: Every tech solution should offer clear benefits to the patients. What problem does it solve? How does it make the patient's healthcare journey easier or more efficient? The answers to these questions form your value proposition, the key message that should be communicated in your marketing campaign.
  • Craft Compelling Messages: Translate the value proposition into language that resonates with your audience. The goal is to convey how the tech solution improves the patient's experience in a clear, engaging, and relatable way. Keep in mind that human decision-making is often driven more by emotion than logic, especially in stress-inducing situations like healthcare decisions. This means your messages should not only appeal to the rational side but also emotionally connect with your audience, making them feel understood and cared for.
  • Choose the Right Communication Channels: Determine the most effective ways to reach your audience. This could be through social media, email newsletters, blog posts on your website, or even physical brochures in your hospital. The key is to meet your patients where they are.
  • Encourage Feedback and Engagement: An effective marketing strategy is a two-way street. Encourage patients to provide feedback on the tech solutions and engage with your messages. This not only builds a sense of community and trust but also provides valuable insights for future improvements.
  • Monitor and Adjust: Keep track of the success of your marketing efforts. Are patients responding positively? Are they using the tech solutions more? Use this data to adjust your strategy as necessary, keeping what works and tweaking what doesn't.

Remember, an effective marketing strategy requires collaboration with the IT department. The better the marketing team understands the tech solutions, the better they can communicate their value to patients. And when patients understand the value, they're more likely to commit and show loyalty to the hospital that's going above and beyond to improve their healthcare journey. It's not just about selling a service; it's about creating a partnership between the hospital and its patients and making them feel understood and valued.

Building Trust and Commitment: The Pivotal Role in Patient Retention

Creating a compelling digital front door and communicating its value effectively are not just about attracting new patients, they're about fostering long-term patient commitment and loyalty. And this is where the true power lies.

When a prospective patient makes the decision to register through your hospital's portal, gain access to their account via your technology, and navigate through the digital front door to access services, they're not just utilizing a service - they're making a commitment. They're investing time, trust, and personal data into your hospital's system.

The psychological concept of 'commitment and consistency' suggests that once a decision has been made or an action taken, people strive to remain consistent with it, even in the face of evidence that might justify a different decision. This means that once patients have familiarized themselves with your hospital's digital front door, learned to navigate it, and perceived its benefits, they are likely to stick with it, demonstrating resilience to competitors' lures. This is not to say patients will never switch providers, but the inertia barrier is substantially high.

It's important to understand that this commitment hinges on two key factors - technology and communication. Your hospital's digital front door must be user-friendly, efficient, and effective, and its benefits must be communicated strategically to your audience. This combination of technology and marketing/communications work isn't just about 'selling' a service - it's about building a partnership between the hospital and its patients. When patients feel understood, valued, and satisfied, they are far more likely to commit - and remain committed - to your hospital.

This process of gaining and retaining patients isn't just beneficial - it's essential for the future success of your hospital. With the rising competition in healthcare, patient loyalty and commitment have never been more important. But remember, it's not just about getting patients in the door, it's about keeping them. And that requires a strong digital front door, effectively communicated, and an ongoing relationship built on trust and mutual benefit.


As we bring this enlightening series, "The New Rules of Engagement: Competing in the Age of Mobile Healthcare" to a close, the critical takeaway is that a hospital's success in tomorrow's healthcare landscape hinges on strategic investments in both technology and marketing/communications. Throughout the series, we've explored the importance of patient experience, both within and outside the hospital premises, the need to break down silos between IT and marketing departments, and the role of effective communication in bridging the gap between tech solutions and patient adoption.

To recap, merely creating a powerful digital front door isn't sufficient; hospitals need to proactively pursue and communicate its benefits to patients. In doing so, they not only attract but also retain patients by fostering a sense of commitment. This commitment, born out of a combination of convenient tech solutions and emotionally resonant communication, makes patients resilient to competitor advances.

By harnessing this synergy between technology and communication, hospitals can effectively transform their patient engagement strategies, moving beyond the traditional, passive approach to a proactive and targeted one. It's about more than just improving patient experience—it's about building lasting patient relationships that stand the test of time and competition.

In this digital age, the game has changed. And those who adapt, embracing a more holistic, integrated approach, will be the ones who truly succeed in cultivating patient loyalty, trust, and commitment.

At Novel Koncept, we're dedicated to helping you navigate this journey. We understand the challenges, the stakes, and most importantly, the potential. We invite you to reach out to us for further information, guidance, or consultation. Together, we can bridge this critical gap and equip your hospital to thrive in tomorrow's healthcare landscape.

It's time to play the new game, and we're here to help you win. Contact us to have some fun and lively discussions about the subject.

Cody Strate


With 20+ years of experience, Cody Strate is a go-to expert for hospitals looking to improve their digital presence and patient experience.

Cody Strate

Design blog for creative stakeholders