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

September 22, 2021September 22, 2021M3-Advocate, M3-Patient Experience, Patient Engagement, Patient Experience, Patient Loyalty, Patient Satisfaction, Relationships, Service Recovery

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

Avoiding the 7 Deadly Sins of Patient Experience

August 25, 2021August 26, 2021Acute Access, Communication, M3-Patient Experience, Patient Engagement, Patient Experience, Patient Satisfaction

Poor patient satisfaction scores can hurt an organization’s reputation and bottom line. As patients are becoming more savvy healthcare consumers, providing and maintaining an exceptional patient experience is not only a key to success, it is necessary for survival. Avoid Read More

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Acute Access: Phone-Tag is Not the Answer

August 18, 2021August 18, 2021Acute Access, Endeavor for Excellence, Healthcare Accessibility, Healthcare Technology, M3-Patient Experience, Patient Experience, Patient Satisfaction, Telehealth, Thinking Thursdays TIPs

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

Three Best Practices for Showing Empathy and Compassion in Healthcare

August 11, 2021August 11, 2021Communication, Compassion in Healthcare, Empathy, Patient Engagement, Personalized Healthcare, Thinking Thursdays TIPs

Empathy and Compassion in Healthcare Responding to the emotional needs of patients with empathy and compassion can be challenging, at best, and it takes much practice to get it right. The first step is to recognize that there is an Read More

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Turn Patient Dissatisfaction Into Trust and Assurance

August 4, 2021August 4, 2021Customer Service, M3-Advocate, M3-Patient Experience, Negative Reviews, Online Reputation Management, Patient Engagement, Patient Loyalty, Patient Satisfaction, Service Recovery, Thinking Thursdays TIPs

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

Businessman chooses a smile emoticon icons face happy symbol on wooden block , Services and Customer satisfaction survey concept

The Unique Advantage of Negative Reviews

July 28, 2021July 28, 2021Customer Service, M3-Advocate, M3-Patient Experience, Negative Reviews, Online Reputation Management, Patient Satisfaction, Service Recovery, Thinking Thursdays TIPs

Tried and True When I think about the tried-and-true relationships in my life, I find they all have exactly that in common – a period of trying that led to a deeper, more meaningful level of relationship. The bonds were Read More

Portrait of a happy patient smiling and looking at the camera

Patients Typically Start With Google Reviews Before Choosing a Healthcare Provider

July 21, 2021July 22, 2021Healthcare Technology, M3-Advocate, M3-Patient Experience, Online Reputation Management, Patient Satisfaction, Provider Reputation, Service Recovery, Thinking Thursdays TIPs

Social Proof Last week we began discussing the topic of your healthcare facility’s Google reviews and how to leverage your satisfied patients to improve your online reputation. Google really has become our one-stop-shop for basically all information these days: directions Read More

Optimizing Patient Feedback: Improving Patient Loyalty and Service Recovery

July 7, 2021July 8, 2021M3-Patient Experience, Patient Engagement, Patient Loyalty, Patient Satisfaction, Relationships, Service Recovery, Social Media, Thinking Thursdays TIPs

The Time is Ripe Once upon a time, we had to intentionally “sign on” to the outside world from our homes. Remember the days of dial-up internet and phones that were connected to the wall? Now we have to take Read More

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How to De-Escalate Encounters with Frustrated, Angry, Emotionally Charged Patients

May 27, 2021Communication, Compassion in Healthcare, M3-Patient Experience, Patient Engagement, Practice Management, Relationships, Service Recovery, Thinking Thursdays TIPs

Emotionally-Charged Patients Many healthcare facilities are making the shift from fee-for-service care to value-based care, optimizing the utilization of a team of medical professionals to care for patients, and inevitably increasing the potential for interpersonal conflict. Last week we discussed Read More

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How to Turn Conflict into an Opportunity for Improvement

May 20, 2021Communication, Employee Engagement, Leadership, Office Culture, Practice Management, Provider Stress, Relationships, Thinking Thursdays TIPs

Turning Conflict into an Opportunity for Improvement Make a Plan As we made clear in the last two Thinking Thursday TIPs, the world of healthcare is undergoing a major shift from fee-for-service care to value-based care. As healthcare facilities Read More

Author: Jerry Stone