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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Many healthcare leaders don’t take the time to research how their practice or network is perceived by their patients or community. They have a certain, often idyllic view of their business and they rather not hear differently. Yet it’s hugely important to not only be curious about your brand status, but to research it, as

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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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Emotionally drained employees in the physician’s office can create a negative experience for patients and big headaches for healthcare managers and administrators. With mounting stress in the physician’s office, increasing workloads, and dealing with disgruntled patients, it’s easy for staff members to burnout. Staff burnout happens when employees feel overwhelmed and become emotionally drained. This

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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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American Healthcare is going through its equivalent of puberty: a cumbersome, awkward phase that holds the promise of change and maturity. The changes that are both upon us and impending are countless, ranging from the electronic record transition to the political overhaul. Through our medical mystery shoppers and actual patient surveys, we’ve noticed a trend:

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Beth Israel Deaconess Hospital is a pioneer in the transparency movement. The Boston-based hospital has been publishing the quality and safety reports for years. Though some say CEO Paul Levy has opened the hospital to bad media coverage by exposing some areas that need improvement, Levy says that any unsavory incidents that come to light

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A recent Healthcare Leaders Media Industry Survey found consumer satisfaction ranked third on the list of top priorities in the coming years for Senior Executives in healthcare. While the high ranking was unexpected, with patient satisfaction ranking above issues like reimbursements, capital improvements and revenue cycles, it shows leaders have renewed their focus on the

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“Perception is reality-whether right or wrong.” A trusted colleague of mine spoke these words today in a presentation to an organization of physician recruitment professionals and he could not be more right on. When working to provide your patients with the utmost care and concern for their health, it becomes imperative to understand how they

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With the holidays soon approaching, we gather with our friends and family to celebrate. While enjoying the festivities, disasters are inevitable, like that red wine stain on your beautiful beige carpet. It’s late when you discover it, so you say to yourself, “I’ll call the carpet cleaner in the morning,” and push it off until

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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

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