Medical Mystery Shopping: Everyone Loves a Good Story
Over the long holiday weekend, I went to the movie theater to watch “The Blind Side” with Sandra Bullock and Tim McGraw. It’s the story of NFL player Michael Oher and how he rose to athletic greatness; very inspiring, motivating, a reminder to love others and be thankful kind of movie. In my mind and those that were leaving the theater that night, a must see for everyone. I loved the story so much that I found myself sharing... Read More
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
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
Medical Mystery Shoppers Help your Practice Differentiate from the Competition
Physicians are challenged with the changing economic climate, shrinking reimbursements and increasing costs of doing business. Practice growth is becoming more challenging as patients have many options for their health needs—can a successful, growing practice be achieved in the competitive medical field? The good news is yes! Successful practices realize that they must differentiate themselves from their competition to continue to attract the patients... Read More
35% switch doctors because…
Image by libraryman via Flickr Do you know what your patients want when they call and visit your office? Besides the obvious need to address a health related concern, they would like a certain level of experience—a positive experience, that is, during their office visit. Gone are the days physician offices could be lax in their customer service skills. Patients today are consumers that have choices and options, including which providers... Read More
