Patient Satisfaction

Female doctor explaining diagnosis to her patient. Brunette woman having consultation with smiling blonde girl in medical office.

Increasing Patient Retention Through Improved Patient Engagement

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

The Importance of Patient Follow-Up and Service Recovery

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

Asian woman doctor is online visiting with a patient on the internet application and Listening of the symptoms and explains how to treat the initial disease, Concept of Medical technology.

Improving Patient Engagement and Retention Through Technology

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

Closeup on mother with baby thanking pediatrician doctor for examination

It Pays to be Hospitable: in Healthcare and in Life

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

10 Steps to Maximizing Patient Loyalty and Effecting Positive Change within a Physician Group Practice

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