Stay up to date with what is new and newsworthy in the world of healthcare, social media and customer service!

Here you will find the insights gained from the time we spend working with Medical Practices & industry news that impact your Medical Practice

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Last week I had to contact Discover Card– something I dreaded doing more than lugging in groceries. But I was pleasantly taken aback when the woman I was connected with far exceeded my expectations and surprisingly, improved my day. She solved my problem and I even felt I had a rapport with her by the

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Cleveland Clinic has always been a pioneer in healthcare, so it comes as no surprise that they are blazing the way in the patient experience movement. They were one of the first academic institutions to create an Office of Patient Experience, and the very first to appoint a Chief Experience Officer. They also host one

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An amazing, medical feat has put patient Dallas Wiens in the spotlight: he is the first U.S. patient to receive a full facial transplant. After coming in contact with an electrical wire, his entire face was emulsified, right down to the bone. Determined to live for his toddler, Scarlette, the Texan survived, and thanks to

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I was reading some good economic news last week (healthcare employment is on the rise, accounting for 30% of all new U.S. jobs in January) when it occurred to me: this isn’t just an opportunity for those looking for industry jobs, but also for those hiring new workers.  Hiring is the perfect time to evaluate

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A 2010 study from whattoexpect.com says that moms are great targets for marketers because of their increasing internet activity and reliance on word-of-mouth. Holly Pavlika sums it up well in her critique of the study: “Motherhood triggers a whole new dimension of technology adoption and social media usage skyrockets as she reaches out to the

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Kaiser Permanente is piloting a program where patients and physicians meet over the phone instead of in person. While some patients that have used the program are impressed by the convenience of treating minor issues, some healthcare professionals are appalled at diagnosing and drug prescribing without physically checking over the patient. Read the article then

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Start tracking your marketing efforts. How will you know what marketing initiatives are working if you don’t ask how your new patients how they heard about your office? Simply tracking where your new business is coming from helps you spend your marketing resources more wisely, letting you focus on efforts that are actually boosting patient volumes. Go out of

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Medical mystery shopping is key in uncovering weak spots in healthcare customer service. Our shoppers evaluate interactions and processes at our client’s offices so that we can improve the patient experience there. But who are these people we’re sending in? Our medical mystery shoppers are a diverse bunch, spanning all age ranges and perspectives. Some

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In an article released last week in the Salt Lake City Tribune, a nursing professor talks about her mission to improve patient experience by zeroing in on pain management. “Too many patients in our hospital report having severe pain, and that’s not okay,” says Susan Beck from the University of Utah. The article goes on

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Recently, a friend told me she was thinking of switching doctors even though she loves her long-time physician. “My doctor is awesome, but his nurses are terrible! They’re dismissive and almost mean. I’ve talked with other friends who go to this doctor and they’ve noticed, too. I’ll admit it’s easier to find a new doctor

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