Customer Service

Has COVID-19 Impacted Your Bedside Manner?

Thinking Thursdays TIPs Improving Bedside Manner Despite COVID-19 Limitations Practice Makes Better There’s a ton of research out there regarding the benefits of good bedside manner including reducing the risk of litigation, influencing a patient’s health for the better, and Read More

Easy Ways to Navigate Awkward Financial Conversations With Your Patients

Patient Collections Overhaul Last month we discussed the growing rate of financial stress among most patients in our blog post, “What to Expect From Your Patients in 2021: Financial Stress.” Feel free to give it a quick read if you Read More

What To Expect From Your Patients in 2021: Over-informed, Confused, and Distrustful

Last week we began our expectations for 2021 by initially characterizing the new kind of patient directly affected by the COVID-19 pandemic. In case you missed it, feel free to catch up here. In a nutshell: the rising rates of Read More

Get Exceptional Service Recovery with Compassion and Action

Following-up with patients is not only critical to compliance and outcomes, it is a key factor in building stronger, healthier patient relationships. When patients provide feedback indicating their expectations were not met, a quick follow-up phone call will increase the Read More

Your Patients Want Help Navigating Their Healthcare Safely

Am I the only one who wished there was a “How-to-Do-Life-During-a-Global-Pandemic-for-Dummies” handbook at the initial outbreak of COVID-19? There were so many unknowns: “How am I going to buy groceries?”, “What do I do about my son’s doctor appointments?”, “Do Read More

What Patients Really Want: A Prompt Call Back

David in His Fight Against Goliath This week I feel a bit like David in his fight against Goliath as we tackle the topic of phone etiquette and phone triage within healthcare and how it directly impacts the patient’s experience. Read More