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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As we move through our days and fall into routines, we often forget to appreciate the actual patients we serve. The elderly woman that loves to chat, the child you’ve watched grow up, all of these patients are choosing to come see you and your organization. When is the last time you said a genuine

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The greatest influence of customer satisfaction is the patient’s perception of the personalities they encounter during their visit. While recently reading an article about the six most admirable traits in humans, I thought about how we work with our clients’ staff on customer service training and bringing out these important qualities to improve patient experiences.

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A recent Beryl Institute research brief asks this question- and what a great question it is! They write, “Where does the ultimate accountability for the patient experience rest? Although everyone in a healthcare facility has accountability for impacting the patient experience, there is a necessity for leadership and an assigned accountability to effectively drive this

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Healthcare Leader’s Magazine’s Physician Issue published in November was chalked full of many great articles, including physician involvement in ACO’s and what healthcare trends to watch out for in the coming year. One statistic that grabbed my attention was a study they had done earlier in the year of top ranking healthcare organization executives. The

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A recent study published by the Healthcare Leaders Media Intelligence Unit reports that 79% of healthcare leaders agree that patient experiences directly impact the bottom line, while 20% somewhat agree with that statement. While 93% of leaders say improving the patient experience is on their top priority list, most leaders say their biggest challenge in

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We asked Facebook users what frustrated them most about visiting the doctor. Waiting was the chief complaint, with 39% of respondents, followed by the doctor’s attitude and rude office staff. For more on those top three responses and advice to combat them in your office, click here. Listed below are some of the other gripes

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Here at (e)Merge, we measure patient perception of our client’s practices by sending in medical mystery shoppers. They evaluate and document the patient experience both over the phone and in the office. Though medical mystery shopping is a thriving industry, there are still misconceptions surrounding it. Here, we debunk the three top myths: Myth #1:

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We here at (e)Merge have been working for years at improving patient experience for our clients. Lately, it suddenly feels that the entire industry is getting in the groove of this concept! Imagine our delight when this month’s Health Grades Outstanding Patient Experience Awards were announced, and hundreds of acclaimed hospitals started boasting about the

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This was an actual comment I overheard today while waiting in line to order my lunch in a bustling restaurant here in downtown Kansas City. It truly exemplifies the fact that everyday many patients are looking for new physicians and they are turning to their friends and family for helping in finding the physician that

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That’s right, the new patients calling your office each day want something from you, besides healthcare services. Patients in today’s healthcare world should be treated more like “clients” than “patients” because that’s what they are. They are clients that have choices about their health and who they receive those healthcare services from. Will they go

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