Creating a culture of service excellence within a physician practice happens one patient at a time, which means, this highly sought-after culture can be achieved and sustained by any practice willing to stay focused and put forth consistent effort. Amazing Read More
This week’s Thinking Thursday’s TIPs focuses on the key role of the medical office receptionist. It can be argued that the role of the receptionist is among the most important on the care team. Unfortunately, the role of the receptionist Read More
The Importance of Service Recovery Cannot Be Overstated In today’s deeply consumer-driven healthcare sector, following up with patients is not only critical to compliance and outcomes, it is becoming the key factor in both retaining and building stronger, healthier patient Read More
In today’s healthcare environment, patient experience is more important than ever. Low patient satisfaction doesn’t just hurt a practice’s reputation, it directly affects the bottom line. Care teams that are able to create exceptional patient experiences while delivering quality care Read More
When your primary goal is to improve and better market your practice, most experts place substantial value on commanding your online patient review scores. Public star ratings and reviews are certainly important for attracting patients, but too many practices have Read More
Whether we’re waiting in line for a fancy coffee, waiting for a call back from our physician’s nurse, or waiting to see our healthcare provider, we place a massive value on our time. We often get more than just a Read More
Creating an environment that encourages patients to take an active role in their ongoing care separates the ordinary healthcare organization from the extraordinary healthcare organization. A great healthcare organization demonstrates great patient engagement. In 1995 I had the opportunity Read More
Below are several descriptions of Patient Engagement. As you read over these descriptions, check out the highlighted action words that reveal a common theme. This common theme may be considered the main goal of an effective patient engagement program. “Patient Read More
Creating a culture of service excellence that goes beyond ‘good customer service’ is all about being hospitable. Having spent my entire professional life in two service industries; the airlines and healthcare, using ‘hospitable’ to describe a customer-centered, service-oriented culture is Read More
What is Burnout? Burnout is a state of emotional, mental, and often physical exhaustion brought on by prolonged or repeated stress. Though it’s most often caused by problems at work, it can also appear in other areas of life, such Read More