Author: Jerry Stone

Closeup on mother with baby thanking pediatrician doctor for examination

It Pays to be Hospitable: in Healthcare and in Life

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

Identify Loyal Patients and Increase 5-Star Online Reviews with M3-Advocate®

Like it or not, in today’s digital world physician practices must focus their attention and efforts toward online marketing to attract new patients. According to research, 75% of patients have searched online to find a healthcare provider. Of those patients Read More

These 35 Tips Will Improve Patient Safety in Your Healthcare Facility

Very few protocols have gone through the level of scrutiny that patient and healthcare worker safety has endured in recent years. As an industry, we’ve learned so much so quickly that deploying the latest best practices for patient safety can Read More

10 Steps to Maximizing Patient Loyalty and Effecting Positive Change within a Physician Group Practice

How to Effectively Use Real-time Patient Feedback to Effect Positive Change within a Physician Group Practice Since 1995 I have had the privilege of working with physician practices to help improve the patient experience. Between 1995 and now many things Read More

Portrait of smilling senior doctor of medicine in his ordination

Acute Access: Phone-Tag is Not the Answer

While four years have passed since its publication (in the healthcare industry that seems like a decade or more), our list of eight (8) essential practices for creating an exceptional patient experience is still entirely relevant today. What has changed Read More

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Turn Patient Dissatisfaction Into Trust and Assurance

Turning Dissatisfaction Into Trust & Assurance Last week we unpacked the unique opportunity of strengthening the patient-provider relationship by monitoring feedback consistently and responding quickly. In his blog, “Service Recovery: Turn Unhappy Customers Into Loyal Fans,” author Harsh Vardhan writes, Read More