TP498 - Nobody's Patient
Almost no modern health consumer can evaluate whether their surgery was done well, whether their imaging was read correctly or whether a different drug would have worked better. Economists have a name for that kind of purchase, a credence good, and healthcare is the textbook case. So patients judge…
TP499 - The Experience Ends When the Bill Begins
HCAHPS produces 11 publicly reported measures of patient experience. Not one of them asks about a bill. The financial/billing experience sits outside most ways this industry uses to define patient experience. And it arrives with your logo on it.
Chris Boyer and Reed Smith discuss what that gap cos…
TP500 - Healthcare’s Long Walk to the Patient
Nine years. Five hundred episodes. The tools changed completely and the distance between a patient and their care barely moved.
For episode 500, Chris Boyer and Reed Smith wrote a book about why, then spent an episode arguing with it. They also explain how they built it, including the part where A…
TP501 - The Channel Regulators Aren't Watching
When a channel gets regulated, the money does not disappear. It moves. And it has been moving a while now: pharma investment in out of home advertising rose more than sixfold between 2016 and 2024, according to OAAA figures shared with Fierce Pharma. The FDA is rewriting the rules on broadcast drug…
TP502 - Don't Write Toward the Machine
Pew Research Center published the first clean count of how much of the internet is now written with AI. Roughly one page in ten shows significant signs of it. Filter to pages published since ChatGPT launched and it climbs past a third.
Chris Boyer and Reed Smith spend the first half of the episode…
TP504 - The Disposition Code
Somewhere in every access center there is a drop-down menu. No answer. Left message. Refused. Not interested. Wrong number. The person choosing from it has the least context in the building and the most pressure on the clock, and the choice takes about four seconds. That code then leaves the work q…
TP505 - Who Is Consenting For This?
Healthcare marketing spent four years settling on one answer to the tracking problem. Get consent, log it and honor it. It rests on an assumption nobody checked, which is that a person is on the other side of the banner reading the question.
Software answers that question now. AI browsers do the b…
TP506 - Who Hears the Patient Now
In March 2025, Gartner predicted that agentic AI would resolve 80 percent of common customer service problems on its own by 2029. This February, the same Gartner practice predicted that half the companies that cut service staff because of AI will hire people back into similar work by next year, und…
TP508: Schooled by AI: Faster Work, Thinner Judgment?
The first draft a new hire used to write badly, and learn from, now arrives finished. Healthcare marketing never had a residency. It had the entry-level job, and AI is absorbing that job one task at a time.
Judgment in this field is tacit knowledge. It is knowing when a quote will land wrong with …
TP508: Marketing Beyond the Megaphone
The American Marketing Association took promotion out of its definition of marketing in 2008. Inside most health systems, marketing still means advertising. Part of the reason is simple: impressions and clicks are easy to count, and the rest of the job is not.
That habit is about to cost patients.…
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