Case Studies

HCA/H2U - Member Communications

Client
HCA is an owner and operator of approximately 182 hospitals and other healthcare facilities in 22 states, England and Switzerland. H2U, a division of HCA, is a membership-based health and wellness program with approximately 150,000 members.

Challenge
Create an easy-to-use, efficient process to produce the membership’s monthly newsletter, H2U News, enabling more than 80 individual H2U local affiliates to customize their newsletters, while maximizing economies of scale.

Solution
Parthenon created a proprietary Web-based publication development tool. Parthenon’s digital media department designed an online newsletter production process that allows local H2U directors to review national content, submit their own stories, edit/update content, upload photos or advertisements, review proofs, submit changes, review changes, and submit a final approval.

Parthenon manages the entire process, with a full-time employee dedicated to customer service, quality, and process management. Parthenon developed a production process to maximize economies of a large print run for the newsletters (more than 120,000 per month) while also allowing extensive customization to meet each local affiliate’s needs. Parthenon also provides distribution services for the newsletters, managing the shipment and mailing to minimize postage costs while ensuring prompt delivery.

H2U News currently ranks as the highest rated benefit of the membership program. More than 80 different affiliates utilize the tool to produce their monthly newsletters and Parthenon has produced and mailed over 2 million newsletters since the project’s inception. A recent survey of H2U directors concluded that 100 percent rated Parthenon’s customer service as good or excellent. To better serve the needs of its members, H2U and Parthenon recently launched Los Saludables, a Spanish language version of H2U News.

Parthenon’s web-based newsletter development tool is an integral part of our being able to support the communications needs of our local affiliates. In addition to the technology, Parthenon provides the editorial, production and customer service to make our newsletter program a valued benefit of membership.

-- Mark Lee Taylor; Manager, Consumer Marketing Communications, HCA

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