Are We Hiring People With The Right Natural Qualities For Our Patient Interaction Roles?
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. While the article was referring to all people in general, this article could... Read More
Who Owns the Patient Experience?
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 effort. If we are to influence and drive positive outcomes in our patient experience... Read More
Healthcare Leaders Focus on the Patient Experience this Year
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 study showed that 72% of senior healthcare leaders say that the patient experience has been... Read More
The Patient Experience Drives Referral Volumes: So Why Aren’t Patients #1?
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 actually affecting a change in their organization is that “higher priorities” distract... Read More
Facebook Poll: What is your Biggest Gripe about the Doctor’s Office?
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 that came up in our poll. “The butcher paper on the exam tables. It’s 2010, that’s really still the best option?” “That... Read More
Medical Mystery Shopping Myths
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: Mystery shopping projects will take a lot of time and attention away from real patients. Truth: When... Read More
Concept of ‘Patient Experience’ Pervades
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 accolade. Though this is not the first year for the award, more recipients are garnering local... Read More
“I Need a New Doctor, Guess I Better Call My Girlfriends”
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 is right for them. Some are looking because they are new to the area, their insurance changed at the beginning of the year and some... Read More
How Do You Keep Your New Patients Calling You? Give Them What They Want!
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 to the physician’s office closest to their work... Read More
Medical Mystery Shopping Uncovers Patients’ Desires for a Better Experience
As Generation X’ers and Millenials become driving factors in the economic climate and become more active consumers in the healthcare industry, medical professionals are challenged to give them what they want: a better patient experience. These patients want to be engaged, they want options, they want to feel valued and they want to be involved in their healthcare. With the internet and the ability to be connected and sharing information 24/7,... Read More
