Journal of Medicine and Life Vol. 10, Issue 1, January-March 2017, pp.44-46The adaptation of health care marketing to the digital era
Radu G, Solomon M, Gheorghe CM, Hostiuc M, Bulescu IA, Purcarea VL
“Carol Davila” University of Medicine and Pharmacy, Bucharest, Romania
Correspondence to: Solomon Maria, PhD student,
“Carol Davila” University of Medicine and Pharmacy, Bucharest, Romania
169 Splaiul Independentei Street, Bucharest, Romania,
Mobile phone: +40723 730 794, E-mail: maria_solomon_13@yahoo.com
Received: September 18th, 2016 – Accepted: December 20th, 2016
Abstract
The purpose of health care marketing is to learn and understand the needs and desires of prospective patients in order to be able to
meet those necessities at the highest standards. A big advantage is the targeting capability of the electronic media that has led to its
being used by managers of marketing in medical institutions as means of advertisement when they develop the marketing strategies.
Regarding social media, it is safe to say that there are communication platforms that can promote certain behaviours thus influencing
decision-making. Through social media, people stay in touch with other people and they can provide a mean for medical institutions
to permanently communicate with the existing patients or with the potential ones. In addition, social media can be used in advertising
and promoting strategies, by posting information about discounts, offers and advantages of accessing the products provided by a
certain institution. A study was conducted on 126 patients of a dental clinic in Bucharest.
126 new patients were selected on a period of 22 months from January 2015 until October 2016. The patients never had any
treatment in this clinic and were influenced by the Internet to seek for dental care services. The purpose of this study was to evaluate
the digital methods of promoting medical services, bringing new patients to a clinic.
The results of the study demonstrated the need for digital methods of promoting medical care services in order to expand a
business. A strategic way of thinking in this case implied attracting new patients and offering them quality health care services, which
ensured their satisfaction and the probability of their recommending the health facility further. This study revealed an important role
of social networking sites in promoting. This high response was probably responsible due to targeted promoting services. Almost all
the new patients who completed the form will remain patients of this clinic in future.
Keywords: healthcare, marketing, digital, Internet, promoting
Confronted with the exponential growth in the
use of electronics by consumers, marketing experts have
come up with new ways and means of incorporating the
new technologies in their strategies.
The purpose of health care marketing is to learn
and understand the needs and desires of prospective
patients in order to be able to meet those necessities at
the highest standards.
The Internet, e-mail and social media are not
only cheaper methods than the direct marketing, but they
also create the opportunity to market a service to virtual
costumers, breaking the barrier of distance and making
consumers aware of the service being offered at any time
and at any place.
Another important advantage is the targeting
capability of the electronic media that has led to its being
used by managers of marketing in medical institutions as
means of advertisement when they develop the marketing
strategies [1].
Investing in a good website is always a good
idea. An interactive and user-friendly website that offers
lots of information represents a great advertising platform.
It can be a source of information for potential patients,
employees or other staff members. The patients can
analyse a description of the medical facility, services
being provided, as well as read other customers’ reviews,
browse photos or compare prices and offers with the ones
of other clinics. An advantage is that any person using a
search engine can access the website with the help of
keywords. This way, potential patients are being targeted.
The medical organization can communicate regarding the
institution itself or its product offerings through the
website, permitting the Internet user to search exactly the
information wanted, as well as maintain a dialogue
between the consumers and the clinic [2].
Marketing-wise, a website will be successful only
if it is integrated in the marketing strategies. First, the
patient should be encouraged to access the website by
the employees, by flyers or by banners as well as by other
commercials in the media. Also, the marketing managers
can elaborate offers, promotions and discounts that can
be accessed through the website and that will encourage
potential clients to visit the medical establishment [3].
The drawbacks of incorporating websites in the
marketing strategies of a company should also be taken
into consideration. First, the advantage of being a
Journal of Medicine and Life Vol. 10, Issue 1, January-March 2017
Internet, the patients can receive information about new
items the clinic has to offer, prices, discounts, validate
appointments or get information. It has been established
that, in comparison with e-mail, a text message is more
likely to be read the moment it is received [8].
Finally yet importantly, the impact of digital
television and radio on marketing should also be
considered. In comparison with the analogue systems,
digital television and radio offers a better interaction
opportunity, a better transmission quality and more
choices in terms of programs and channels. Combining
the interactivity of the Internet with the visual impact of
television, this type of technology is more effective for
marketing communications. Also, the variety of channels
allows a better profiling and targeting [9].
A study on 126 patients of a dental clinic in
Bucharest was conducted.
126 new patients were selected on a period of
22 months, from January 2015 until October 2016. The
patients never had any treatment in this clinic and were
influenced by the Internet to seek for dental care services.
The purpose of this study was to evaluate the
digital methods of promoting medical services, bringing
new patients to a clinic.
All this information was required to fill in a
questionnaire
cheaper advertising method meets the disadvantage of
having to invest in other forms of online and offline media
in order to promote the website; otherwise, it will not be
successful. Thus, the additional expenses needed to
attract Internet users towards it can be considerable.
Next, the need to keep the website up-to-date should also
be taken into account. Out-dated information may have a
negative impact on the institution’s image. The design of
the homepage is of great importance in drawing the
patients in and encouraging them to further search the
site. Finally yet importantly, the fact that any Internet user
can access the website brings the threat of competition
searching the website and using information to its own
advantage. Caution is recommended when deciding what
type of information will be posted on an organization’s
website [4].
Other types of Internet tools that can be
integrated in the marketing strategies of a medical
organization are links, pop-ups, and banner
advertisements on other websites or on social media
platforms, which lead the potential visitors to the clinic’s
own website [5].
Regarding social media, it is safe to say that
there are communication platforms that can promote
certain behaviours, influencing decision-making. Through
social media, people stay in touch with other people and
they can provide a mean for medical institutions to
permanently communicate with the existing patients or
with the potential ones. In addition, social media can be
used in advertising and promoting strategies, by posting
information about discounts, offers and advantages of
accessing the products provided by a certain institution
[6].
Contacting the existing patients through e-mail in
order to inform them about the special offers and the new
available services is another great use of modern
technology in marketing. Nevertheless, it has been
determined that, in order for it to be a successful strategy,
the recipient targeted by the e-mail should already be
aware of the medical institution. Otherwise, the e-mail
might quickly be sent to the recycle bin, without it even
being read. The e-mail headline should also be attention
catching in order to determine the recipient to open the
mail. The advantage of the e-mail over direct postal mail
is the minimal expense needed, and, the information will
reach its destination immediately. A downside regarding
the use of e-mails in marketing campaigns is that,
although pictures can be sent via e-mail, promotional gifts
cannot. Also, the absence of face-to-face contact limits
the ability to persuade a potential patient to try-out the
services offered by the medical institution [7].
Another way of incorporating modern technology
in marketing is the use of mobile or cell phones.
Considering that this is a device that every patient has at
his side at any time, it is a certain method for the medical
organization to keep in contact with its clients. Whether it
is through text messages, voicemail, phone calls or
1. Please fill in the following: sex…. Age….
2. Have you ever been a patient of this clinic? Yes/
No (if no, please continue to next question))
3. Were you influenced by any method of
promoting on the Internet of this dental practice to seek
medical care in this unit? Yes/ No (if yes, please continue
to next question)
4. Which of the following methods influenced you to
seek care in this unit? Facebook/ Website (Google
sponsor)/ discount voucher or coupons websites/ e-mail
5. Did you use to follow this clinic’s Facebook page
before becoming a patient, or any other social networking
sites?
6. Are you going to follow our Facebook page?
7. Are you going to remain a patient of this clinic?
8. Would you like to receive information about our
offers and promotions through e-mail?
Based on the answers offered to the second
questions, all the patients who have already been patients
of this clinic were eliminated from the start. In 22 months,
126 patients were admitted in this study.
Their average age was 30.2 years old, the
youngest patient was 6 years old and was brought by his
parents for a baby tooth extraction. The parents knew
about this clinic from a social networking website. The
oldest was 42 years old. 75 of these patients were women
and 51 men.
45
Journal of Medicine and Life Vol. 10, Issue 1, January-March 2017
Fig. 1 Women vs. men chart
Fig. 2 Digital methods of promoting services
The answers to the third question showed an
important role of promotions on the Internet regarding the
influencing of potential future patients in seeking care in a
precise medical unit. 78.57% of them, representing 99
patients, were influenced by Internet in choosing the
medical unit. This answer demonstrated an important role
played by digital methods in promoting a certain service.
For the forth question on the list, the patients had
to note down which of the digital methods influenced them
in choosing this medical practice. It is known that the
social networking website, such as Facebook, allows the
promotion of your business to targeted people with a cost
(targeted by: sex, age, locations, interest). We consider
this method efficient. The same thing can be done with
the search engines such as Google sponsor. At this
question, the majority was determined to choose this
medical clinic because of promotions on different social
networking sites. The difference between these methods
was probably because of the targeted possibility of
promotion to some certain people.
The answers to the fifth question revealed the
importance of activity on social networking sites. Almost
85% of the patients were following at least one page of
the social networking sites. The importance of social
networking sites activity of a medical practice is revealed
by the answer to that question.
50% of the patients who do not follow the social
networking sites said that they would probably follow the
medical practice social networking sites in future. 90% of
the patients believed that they would come again at this
medical practice.
The results of the study demonstrated the need
for digital methods of promoting medical care services in
order to expand a business. A strategic way of thinking in
this case implies attracting new patients and offering them
quality health care services, which ensures their
satisfaction and the probability for them to recommend the
health facility further. This study revealed an important
role of social networking sites in promoting. This high
response was probably responsible due to the targeted
promoting services. Almost all the new patients who
completed the form will remain patients of this clinic in
future.
All authors have equally contributed to this
article.
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ARTICLE ANALYSIS Template
CHP 475 Marketing in Health Services
Old Dominion University
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