It’s no revelation that as fellow humans we naturally share a lot of similarities. We look similar, behave similarly, require the same elements to survive, and have a core set of senses and emotions that drive and guide us. Somehow, 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
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
From the exam room to the home, technology is transforming every facet of healthcare at a pace that’s both exciting and overwhelming. Artificial intelligence systems can accurately create predictive outcome models or design smarter medicine, and remote health technology keeps Read More
Like it or not, in today’s digital world physician practices must focus their attention and efforts toward online marketing to attract new patients. According to research, 75% of patients have searched online to find a healthcare provider. Of those patients 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
The power of social media to exponentially amplify good, bad, and even neutral patient experiences and health information simply can’t be ignored today. Despite its prevalence in most of our personal lives and leisure time, a surprising number of practice 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
Empathy and Compassion in Healthcare Responding to the emotional needs of patients with empathy and compassion can be challenging, at best, and it takes much practice to get it right. The first step is to recognize that there is an 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