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Christopher Smalley

I am a Public Relations and Marketing professional with more than 20 years of experience in the healthcare, nonprofit, and biopharmaceutical industries. I am a strategic-thinker with a focus on developing brands, increasing market share and awareness, and providing communications counsel to C-Suite executives. Additionally, I'm an Adjunct Professor at Bridgewater State University and teach courses in human communications, public relations, and health communications.

Recent Posts

4 Steps to Improving Patient Experience—One Hospital's Story

Posted by Christopher Smalley on Jan 27, 2016 8:30:00 AM

In 2011, the BirthPlace at Beth Israel Deaconess Hospital–Plymouth (BID-Plymouth), in Massachusetts, was losing patients to other maternity units, and the hospital considered closing it. Instead, we decided to rebrand the BirthPlace and our outpatient OB/GYN and Midwifery practices with a focus on improving the patient experience.

We determined that we could impact patient experience best by working cross-functionally—aligning the marketing, clinical and IT teams—and implementing digital health tools that supported the new brand by improving patient-provider communication and increasing patient satisfaction.

We were right! Here’s how our hospital did it and what we learned.

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Topics: Improving Patient Outcomes, Patient Experience