Telephone Etiquette

medicine, healthcare and people concept - female doctor with clipboard talking to smiling woman patient at hospital

Five Star Customer Service Through Patient Courtesy, Waiting Room Rounding, and Phone Etiquette

Communication, Compassion in Healthcare, Customer Service, M3-Patient Experience, Patient Engagement, Patient Experience, Relationships, Service Excellence, Telephone Etiquette, Waiting Room Rounding

Fostering Five-Star Customer Service – Attitude Makes the Difference Whether you’re maintaining open/positive body language, addressing the patient by name, or taking an interest in the details of the patients’ personal life, all of that adds up to treating the Read More

Has COVID-19 Impacted Your Bedside Manner?

Communication, Customer Service, Healthcare Technology, M3-Patient Experience, Patient Satisfaction, Personalized Healthcare, Relationships, Service Recovery, Telemedicine, Telephone Etiquette, Thinking Thursdays TIPs

Thinking Thursdays TIPs Improving Bedside Manner Despite COVID-19 Limitations Practice Makes Better There’s a ton of research out there regarding the benefits of good bedside manner including reducing the risk of litigation, influencing a patient’s health for the better, and Read More

What Patients Really Want: A Prompt Call Back

Customer Service, M3-Patient Experience, Online Reputation Management, Patient Engagement, Provider Reputation, Reception, Relationships, Social Media, Telephone Etiquette, What Patients really Want

David in His Fight Against Goliath This week I feel a bit like David in his fight against Goliath as we tackle the topic of phone etiquette and phone triage within healthcare and how it directly impacts the patient’s experience. Read More

What Patients Really Want is Patient Engagement

Healthcare Technology, M3-Patient Experience, Patient Engagement, Patient Loyalty, Patient Satisfaction, Relationships, Service Recovery, Telemedicine, Telephone Etiquette, What Patients really Want

Patient Engagement As we continue our multi-week series called What Patients Really Want, I must admit the topic we’re covering this week, patient engagement, is especially intriguing to me for a couple of reasons. One: there’s mass amounts of research Read More

Telemedicine: Managing the COVID-19 Pandemic and the New Normal

COVID-19, Healthcare Technology, HIPAA, M3-Patient Experience, Office Culture, Patient Engagement, Patient Satisfaction, Telemedicine, Telephone Etiquette, Thinking Thursdays TIPs

COVID-19 and Telemedicine As the impact of COVID-19 began to sweep across the country last month many of you quickly jumped into action to ramp-up delivery of care utilizing telemedicine technologies. To accommodate the shift to telemedicine, here at MedicalGPS Read More

10 Standards of Behavior Essential for Every Healthcare Organization [Part 6]

Customer Service, Endeavor for Excellence, Patient Satisfaction, Reception, Relationships, Telephone Etiquette, Thinking Thursdays TIPs

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