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
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
Back in 2017, we published an article titled, “The Patient Experience Begins in the Waiting Room”. Since that time the importance of online reviews has increased exponentially. That being the case, patients begin to gather information about their healthcare experience 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
Ask most healthcare administrators, and they’ll list improving patient engagement as a primary focus of their teams. Many of those same practice managers will fail to list employee engagement in the same breath. Yet several studies have shown that employee engagement in 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
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
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