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
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
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
When someone asks, “What do you do”, your answer is most likely short and to the point, describing your job or occupation. The “what” is straightforward enough to answer. If someone were curious and ask “how” do you do what Read More
It’s no revelation that the ability to rely on word-of-mouth marketing and in-office patient retention alone is a thing of the past for healthcare providers and clinics. Today the internet is the “primary resource for patients searching for healthcare providers” Read More
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
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
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