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
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
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
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
Care Coordination – A Tremendous Help I certainly wished someone had given me a handbook on parenting a child with special needs in the days following our son’s accident. Those early days were so foggy, and we had no idea Read More
No Stranger to Healthcare Facilities As the mother of four wonderful children (one of which has “special needs”), I’m no stranger to healthcare facilities of all varieties and specialties. My youngest son suffered an anoxic episode at the age of Read More
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
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