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
Don’t Ask and You May Get What You Don’t Want The last thing most physicians want is to receive a negative review on Google or another social media site. Reading about the practice’s lack of service, as perceived by a 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
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
What is Burnout? Burnout is a state of emotional, mental, and often physical exhaustion brought on by prolonged or repeated stress. Though it’s most often caused by problems at work, it can also appear in other areas of life, such 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
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