Sometimes a Bad Patient Experience is a Great Thing!
Sometimes despite our best efforts to treat our patients to the best experience possible, something goes wrong! The reaction from the patient can run the gamut from mildly annoyed to downright angry, but one thing is certain; it’s not much fun to deal with. Practice Managers need to realize that it is at this critical moment that a patient’s loyalty can be cemented for life. Recent studies highlighted in the book, Human Sigma actually... Read More
AMA’s Council on Ethical and Judicial Affairs Report Comments on Medical Mystery Shopping
This report comments that “Physicians have an ethical responsibility to engage in activities that contribute to continual improvements in patient care. One method for promoting such quality improvement is through the use of secret shopper “patients” who have been appropriately trained to provide feedback about physician performance in the clinical setting.” Read More
Free Report: The Five Things Your Patients REALLY want!
Person Information First Name * Last Name * Email * Company * Address Address 2 City State Zip Phone * Options Check all that apply: Would you like to receive our monthly newsletter? Receive your Free Report Read More
Ensure your Patients Don’t Have a GOOD Experience
Yes, you’ve read this correctly—ensure that your patients don’t have a good experience with your practice. With patients that are now consumers who have many choices when selecting a healthcare provider, “patient satisfaction” is no longer enough to see your practice continue to grow with patient referrals. Patients are now seeking not only expert healthcare, but also to have a positive, excellent experience while receiving that care. ... Read More
Medical Mystery Shoppers Help your Practice Differentiate from the Competition
Physicians are challenged with the changing economic climate, shrinking reimbursements and increasing costs of doing business. Practice growth is becoming more challenging as patients have many options for their health needs—can a successful, growing practice be achieved in the competitive medical field? The good news is yes! Successful practices realize that they must differentiate themselves from their competition to continue to attract the patients... Read More
35% switch doctors because…
Image by libraryman via Flickr Do you know what your patients want when they call and visit your office? Besides the obvious need to address a health related concern, they would like a certain level of experience—a positive experience, that is, during their office visit. Gone are the days physician offices could be lax in their customer service skills. Patients today are consumers that have choices and options, including which providers... Read More
Remember they are paying you…
Patients are busy, overscheduled and out of time. A lengthy wait to see their physician can be very frustrating and a huge determining factor on whether they continue to see that physician for their healthcare needs. On average, patients expect to wait between 10-12 minutes to see their physician from the time they check in with the receptionist to the time the nurse calls them back to the exam room. Beyond that time frame, most patients consider... Read More
