COVID-19: Turn the Ship Around! Like the rest of the world, when the COVID-19 pandemic was materializing, I cancelled all non-emergent checkups for my family and steered-clear of healthcare facilities for quite some time. My youngest son with Cerebral Palsy 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
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: Social Media is NOT an Essential Tool for Most Healthcare Organizations Social Media in Healthcare We published an article in 2017 titled, “Social Media and Healthcare: 10 Insightful Statistics” which highlighted a list of 10 statistics related to Read More
Stop. If you were about to discard this blog simply because the topic of ‘smiling’ seems too insignificant you may want to reconsider. I personally have a belief that greeting others with a smile does make a difference – a Read More
The last time we reported to you the percentage of patients that were using on-line reviews to find their healthcare provider the number was 82 percent. That was in 2018. The percentage is now a whopping 94 percent, based on Read More
The Importance of Service Recovery Cannot Be Overstated 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. It’s not just my opinion. One of Read More
For the next several weeks we are using the book titled, “Excellence Wins”, by Horst Schulze as a resource for Thursdays Thinking TIPs. While having a copy of the book is certainly not needed to enjoy the next several BLOG Read More
For the next several weeks we are using the book titled, “Excellence Wins”, by Horst Schulze as a resource for Thursdays Thinking TIPs. While having a copy of the book is certainly not needed to enjoy the next several BLOG Read More