We Really Appreciate Your Business!
As I walked through the aisles of my local office supply store (a national chain store) bright and early on Monday morning, I was in a hurry and needed a few quick items to be on my way. Truthfully, I dread going to the office supply store; I rarely can find what I need without having to ask someone and I always walk out spending much more than I had originally intended. Needless to say, I was not in the best of moods that morning. While I had been... Read More
Medical Mystery Shopping: Everyone Loves a Good Story
Over the long holiday weekend, I went to the movie theater to watch “The Blind Side” with Sandra Bullock and Tim McGraw. It’s the story of NFL player Michael Oher and how he rose to athletic greatness; very inspiring, motivating, a reminder to love others and be thankful kind of movie. In my mind and those that were leaving the theater that night, a must see for everyone. I loved the story so much that I found myself sharing... Read More
Medical Mystery Shopping: Continual Monitoring of the Patient Experience
While listening to a webinar this morning, the presenter discussed several reasons why patient satisfaction initiatives fail in the hospital and practice settings. One of the key mistakes many healthcare organizations make is that they fail to consistently monitor their patient satisfaction across the months and the year. Many times, a hospital, health system or practice can have the best intentions and start off on the right foot, evaluating... Read More
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
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
