Endeavor for Excellence: Step 4 – Establish Performance Baselines If you have been following along for the redeployment of MedicalGPS’ service improvement program, this week we move into Step #4 — establishing baseline performance measures. If you have not been 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. After you answer the ‘what’, not too many people will ever follow up Read More
To thrive in today’s healthcare environment, primary care as well as specialty care physicians must implement and maintain strong patient engagement strategies. Effective patient engagement produces improved patient retention and patient outcomes. (1) Proactively engaging patients about their health and 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
The Importance of Service Recovery Cannot Be Overstated In today’s deeply consumer-driven healthcare sector, following up with patients is not only critical to compliance and outcomes, it is becoming the key factor in both retaining and building stronger, healthier patient Read More
In today’s healthcare environment, patient experience is more important than ever. Low patient satisfaction doesn’t just hurt a practice’s reputation, it directly affects the bottom line. Care teams that are able to create exceptional patient experiences while delivering quality care Read More
When your primary goal is to improve and better market your practice, most experts place substantial value on commanding your online patient review scores. Public star ratings and reviews are certainly important for attracting patients, but too many practices have 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
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
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