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
New Year, Same Old Pumpkin Well, the new year is here and despite our best wishes, COVID-19 is still rearing its ugly head. Remember when we all thought it would be over by summer of last year? We rolled into Read More
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
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
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
The Hippocratic Oath Chances are if you’re reading this article, you have most likely heard the expression, “First, do no harm” and have maybe even dedicated your life’s work to upholding these words. It derives from the Latin phrase, “primum Read More
A New Point of View This week we continue our series, What Patients Really Want. As part of this series, I would like to introduce to you this week’s guest author, Amanda Gilchrist. Amanda is, in my best estimation, an Read More
This week for our Thinking Thursday TIPs we’re starting a new multi-week series called “What Patients Really Want.” It’s no surprise to anyone that we’re living in a day and age of consumerism. What may be new is how rapidly Read More
Myth or Not: Addressing Patients by Name Makes a Difference First, a big thank you to Jennifer D. who serves as a Medical Office Coordinator for one of our beloved M3 clients. Jennifer suggested the topic for this week’s Myth Debunking Read More
The Power of Service Recovery If your healthcare organization subscribes to M3-Patient Experience®, you and your team have perhaps the most powerful service recovery tool available on the market today. One of our largest physician groups recently had this to Read More