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
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 to answer. If someone were curious and ask “how” do you do what 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
While four years have passed since its publication (in the healthcare industry that seems like a decade or more), our list of eight (8) essential practices for creating an exceptional patient experience is still entirely relevant today. What has changed 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
Tried and True When I think about the tried-and-true relationships in my life, I find they all have exactly that in common – a period of trying that led to a deeper, more meaningful level of relationship. The bonds were Read More
Social Proof Last week we began discussing the topic of your healthcare facility’s Google reviews and how to leverage your satisfied patients to improve your online reputation. Google really has become our one-stop-shop for basically all information these days: directions Read More
Online Reputation What did we do before the internet? Seriously. Just yesterday I learned how to replace a damaged spindle, I refilled several prescriptions, I ordered groceries, I researched the pharmacy’s hours of operation, and I shopped for a new 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