Relationships

Opportunity

Patient Loyalty: The Service Recovery Paradox

Negative survey scores and unfavorable patient feedback present an opportunity that cannot be found in any other circumstance.  When talking about the opportunity represented by negative survey scores and unfavorable patient feedback, a common response I often hear is, “What Read More

7 Strategies for Improving Nursing Engagement

Research clearly shows nursing engagement is a key factor in increasing medical quality, reducing medical errors, preventing complications, and the leading indicator of mortality variation. “[T]the most serious indicator of medical quality is the rate of patient deaths across hospitals. Read More

medicine, healthcare and people concept - doctor giving prescription to patient at medical office in hospital

5 Ways Medical Interpretation is Important in the Healthcare Industry

The US Department of Labor reported that by 2024, translation and interpretation will grow by 29%. The post-pandemic situation has also intensified the demand for medical interpretation. What makes it different from other forms of interpretation? To practice medical interpretation, 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

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