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
What Car Buyers Can Teach Us About Care Buyers
It’s no secret that Healthcare is becoming an increasingly competitive and Patients are discovering that they have choices in who cares for their family’s healthcare needs. It is not enough to just provide “excellent care”. A successful Practice must also focus on providing the right environment and the right “feel”. Think about the other choices we make as consumers, such as purchasing a car. Yes, we want... Read More
“Satisfied” Patients Can Cost You Money
If your patients are satisfied, your practice is operating at “status quo“ and satisfied patients are not sources of word-of-mouth marketing for your practice. Your satisfied patients walk out your doors after their appointment and they forget about you, because nothing was bad and nothing was good about the experience with you and your staff. They have nothing to talk about to their circle of influences. Simply put, patients that... 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
