Internal Marketing

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Internal Marketing

• Mary DeVany
• Director, Avera Telehealth
• Great Plains TRAC

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Soyoure doing telehealth!

• Youve got the budget
• Youve ordered the equipment
• Youve been selected as the telehealth contact
  in your organization
• now what!?!

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Nowcomes the hard part!
Getting it used!
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Finding the right pieces

• What is the main interest?
• Who are your champions?
• What is driving it?

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then fitting them together!

• Managing Expectations
• Knowing Your Users
• Building Awareness
• Providing Good Customer Service

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1. Manage Expectations
Yours
theirs!
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Build it and they will come!

• Field of Dreams approach
• Initial adoptersyes
• Wont work for the long haul
• Change isnt easy
• Needs to become part of the culture
• Needs to be part of the way care is provided!

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Its just like being there!
NO!

• Butit is a great alternative!
• Keep in touch more
• Extends limited resources
• Things to watch for
• Sabotage!
• Poor use of the technology
• Be prepared to handle the difference

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Positive budget impact!

• Eliminates the need to travel?
• Enhances the travel that you do!
• Stretches the travel budget!
• Revenue department?
• Saves dollars (soft dollars)
• Increases ancillary services
• Increased referrals

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2. Know your users!

• Interests and goals will vary
• Administrators
• Providers
• Patients
• Community/Others
• Speak to them individually!

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Administrators

• Impact to the budget
• Improves staff education
• Expectation for rural facilities
• Increases services available

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Providers

• Patient care
• Outreach
• Reduced travel
• Reimbursement
• Impact on their practice
• Access to education

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Patients

• Access to care
• Reduced travel
• Impact on the family (time/budget)
• Access to education on disease

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Community/Others

• Reduces employees time away from work
• Keeps more dollars home
• Improves perception of the quality of care
  available in community
• Increases community education opportunities

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3. Build Awareness

• Telehealth Leader is
• Teacher
• Researcher
• Detective
• Politician
• Sales/Marketing
• and more!

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Teacher

• Learn about a program, then help them understand
  how they could use telehealth in their program.
• Educate users how to look good using the
  technology.
• Staff Education
• Meetings

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Researcher

• What are this years key focus areas?
• Who spends a LOT of time on the road?
• What are they doing?
• How could this help?
• Are there any big projects?
• Power Users!

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Detective

• Go to the scene of the crime
• Look at why it is NOT working
• Personnel issue
• Capacity
• Technology
• Other?

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Politician

• Who are the key players in your
  organizationwork with them.
• Work with the administrative assistantsmeeting
  schedulers.
• Who is your champion?
• Understand your culture and work within itor
  around it!

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Sales/Marketing

• Get out there!
• Be seen!
• Do some events
• Flyers in the fleet vehicles
• Share data with leaders, regularly!
• Article in the employee newsletter

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and more

• Change manager
• Technician/trouble-shooter
• Scheduler
• Coach

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4. Customer Service

• Hold their hands!
• Provide tools to help your users
• Make it as easy as you can.
• Incorporate it into their current process

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Dont forget the remote sites!

• Understand their needs/issues.
• How does it feel at their side?
• Get them involved.
• Establish a process
• Who is your site coordinator?
• What do they need to do their job?

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One bad experience

• Ends your program
• OR
• Opportunity for growth

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Thenas the bottle says

• Lather
• Rinse
• Repeat

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This is an on-going process

• Not ready to hear it
• Too much on their plate
• Dont have an application
• New leadership
• New staff
• I forgot all about that

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Be Attitudes

• Be patient
• Be persistent
• Be creative
• Be aggressive

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Questions?

• mary.devany_at_mckennan.org
• 605-322-6038
• www.gptrac.org

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youre off and running!
Good Luck!