Myth or Not: Addressing Patients by Name Makes a Difference First, a big thank you to Jennifer D. who serves as a Medical Office Coordinator for one of our beloved M3 clients. Jennifer suggested the topic for this week’s Myth Debunking Read More
The Power of Service Recovery If your healthcare organization subscribes to M3-Patient Experience®, you and your team have perhaps the most powerful service recovery tool available on the market today. One of our largest physician groups recently had this to Read More
This week, we take a look at five deadly sins that can kill the patient experience. 1. Ignored at the Reception Desk The receptionist’s desk is likely the first point of person-to-person contact your patients have with your organization. The Read More
In this week’s Thinking Thursdays TIPs we take a look at Empathy and Compassion. The two are not synonymous. According to Merriam-Webster, here are the definitions. Empathy: The action of understanding, being aware of, being sensitive to, and vicariously experiencing Read More
During these very trying COVID-19 times, while exploring a topic for this week’s Thinking Thursday’s TIPs, I kept telling myself, “Let’s redouble our efforts to show compassion and empathy for each other, now more than ever, during the COVID-19 pandemic.” Read More
It’s a Crazy Time. If you are like me, I know you are doing your best to work through the COVID-19 crisis in a way that reduces stress and anxiety, not just for yourself but for those around you as Read More
The last time we reported to you the percentage of patients that were using on-line reviews to find their healthcare provider the number was 82 percent. That was in 2018. The percentage is now a whopping 94 percent, based on Read More
We’re in the process of reviewing 10 Standards of Behavior. This week we review the last, but certainly not the least of the 10 Standards of Behavior, #10, Telephone Etiquette. We are taking highlights from MedicalGPS’ service improvement program, Endeavor Read More
We’re in the process of reviewing 10 Standards of Behavior. This week we’re digging into #8, Proactively Demonstrate Courtesy and Respect. We are taking highlights from MedicalGPS’ service improvement program, Endeavor for Excellence: Start Where the Patient Starts. We believe Read More
As part of MedicalGPS’ service improvement program, Endeavor for Excellence: Start Where the Patient Starts, there are 10 Standards of Behavior and customer service techniques that every healthcare organization (indeed every business) will find critical as the organization seeks to Read More