Remembering the Basics of Customer Service
Recently, I read an article touching on how the doctor/patient experience has become an afterthought. Much like society today, many medical practices have shifted their focus to providing the latest gadgets and hi-tech items in an attempt to seem like the most profitable office in town. While patients find these aspects thrilling, does the actual human interaction they encounter merit the same impressiveness? While we all appreciate the intricate... Read More
Healthcare Customer Service the Panera Way?
When I’m out of town for work, I spend a fair amount of time at Panera. They are consistent across the country, have some healthy food options, convenient locations and the ever-coveted free wifi connection. This morning, as I spent time between client staff trainings on improving the patient experience, I overheard a Panera employee “practicing what I preach” each day–she delivered a personal experience to her customers.... Read More
The DMV and the Patient Experience: Too Closely Related?
I had the pleasure of having both my driver’s license and my vehicle tags come up for renewal the same month, warranting a trip to my local DMV. I found myself dreading the experience and frankly, putting it off until the end of the month; the long wait, taking off from work in the middle of the day because of the less-than-convenient hours, the threat of poor customer service and the cumbersome paperwork all loomed like a heavy cloud over my... Read More
Who are our medical mystery shoppers?
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 have healthcare backgrounds, others have real-life experience with on-going health problems.... 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
When Patient Surveys Just Won’t Cut It
We’re not here to knock the patient survey. In fact, gathering opinion from your current customers is a smart move. But patient surveys alone cannot give you a clear idea of how the masses perceive your practice. Supplementing your surveys with periodic mystery shopping is the only way to give a 360 degree view from the outside. The typical patient survey is short, because let’s face it, the patient is doing you a favor by volunteering their... Read More
A Word on Word-of-Mouth
As marketing specialists, we are constantly asked about strategy. Many wonder how effective word-of-mouth marketing really is and how much of their marketing plan should rely on it. The fact is, normal or satisfied practices cannot rely on word-of-mouth marketing at all because they are not creating memorable experiences for their patients. These practices have to spend a lot more money on advertising because their patients aren’t inspired to tell... Read More
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
