Don’t Ask and You May Get What You Don’t Want The last thing most physicians want is to receive a negative review on Google or another social media site. Reading about the practice’s lack of service, as perceived by a Read More
Don’t Take Your Patients’ Loyalty for Granted In today’s highly competitive healthcare environment, patient loyalty is constantly strived for but often assumed or even taken for granted. It’s safe to say that every healthcare organization desires to foster patient loyalty 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
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
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
The Time is Ripe Once upon a time, we had to intentionally “sign on” to the outside world from our homes. Remember the days of dial-up internet and phones that were connected to the wall? Now we have to take Read More
Patient Feedback: Ultimately Important There’s nothing more frustrating than having a bad experience with a large, seemingly monopolistic entity, knowing that any feedback you might provide is utterly worthless in improving customer treatment. Regardless of how many times you passionately Read More
A Professional Patient Hi, there. My name is Amanda and it’s a joy to join you today for this week’s Thinking Thursday TIPs. As the mother of four wonderful children (one of which has “special needs”), I’m no stranger to Read More
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