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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This past weekend, I found myself spending Saturday afternoon in the waiting room of a local Urgent Care clinic as a family member saw a physician. While I can report back that the physicians were spectacular, I cannot say the entire experience was grade A. When we arrived, the large waiting room was full of

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For those that were unable to join us this past Friday, the 23rd; we sat down for a great webinar conference call hosted by HIMSS. During this call, we discussed a variety of experiences related to using technology and patient portals within the practice and hospital setting to increase patient engagement and enhance patient education. 

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Over the last few months, I have experienced something wonderful at two of our local Panera locations here in Kansas City. On occasion, if I end up near one of these locations, I will pop in mid-morning for a quick cup of coffee to go. Recently, when I have done so, I have been told

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As we move through our days and fall into routines, we often forget to appreciate the actual patients we serve. The elderly woman that loves to chat, the child you’ve watched grow up, all of these patients are choosing to come see you and your organization. When is the last time you said a genuine

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In a recent piece from HealthLeaders, physician engagement was rated the most difficult “aspect of managing physicians in your hospital or health system”.  This facet was ranked the highest barrier by almost half (42%) of respondents.  In the field of healthcare, physicians are trained to focus on data entry, diagnosis and the functionality of their

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A recent study conducted at Vanderbilt, published in the Journal of Orthopaedic Trauma, provides interesting insight into the loyalty and overall satisfaction of patients.  The study revolved around the satisfaction of patients based upon the amount of information they knew about the physician prior to the appointment.  Overall, those given a bio card of the

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Most have a varying degree of composure and patience when it comes to dealing with bad or poor customer service.  While some consumers are quick to state their point, others prefer to avoid conflict and work through the situation at hand without speaking up.  Healthcare is certainly no different; while some receiving poor care will

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What does it take to bring about change in an organization?  With the importance of reimbursement and HCAHAPS, we know healthcare executives are placing a greater amount of attention on patient satisfaction.  While acknowledging the need for improvement is half the battle, bringing about an actual change is quite another.  In the 2013 HealthLeaders Media

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The idea of increased access to physician’s notes is gaining momentum and with additional testing carried out with real patients and physicians; results seem to show satisfaction from each side.  As patients of all ages become more technologically savvy, they have a greater desire to use their knowledge to improve their health and gain access

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It comes as no shock that our patients possess a variety of personality types and traits.  Some consumers’ lives are filled with a steady stream of appointments and “must-dos”, while others lead a more leisurely lifestyle.  There are patients who are repulsed by the thought of having to sit through a congenial conversation with a

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