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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So often, negative customer service experiences are the ones that remain most prevalent in our minds.  When we encounter positive interactions it can be refreshing and uplifting.  This recent holiday season I was exceptionally pleased with the healthcare interaction I witnessed. Unfortunately, this Christmas, a family member was checked into the hospital and instructed to

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Customer service is an important aspect for any organization, regardless of their size.  A secretary at a local law firm controls her company’s reputation just as a cashier does at your local pharmacy.  Even though an organizations’ size may vary, the effect of providing bad customer service does not. I’ll admit, even though I make

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After reading a recent article from the Huffington Post about wasteful spending within the healthcare realm, I reminisced on a plethora of conversations I have had with friends and acquaintances recently leaving a hospital or emergency care facility for one reason or another.  A common theme amongst these patients is their surprisingly excessive bills.  A

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With the 2012 London Olympics in full swing, our focus has once again been placed on the athletes of the world.  While the majority of us watch from afar; millions of visitors are expected to arrive in England to support their contenders. London has now become the world’s stage, preparing for these events over the

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Every day, we come in contact with employees from various organizations.  With each of these interactions, we leave with an experience and a level of customer satisfaction.  Emerge is located in beautiful Kansas City, Missouri; which for those of you not from the area or not possessing a love for sports may be unaware; we

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A new innovative start up, known as Castlight Health, strives to bring transparency to the healthcare industry’s pricing structure.  The company, founded in 2008 in San Francisco, aims to arm customers’ with valuable information aiding in healthcare purchasing decisions.  Consider it a virtual priceline.com for the healthcare world; searching out quotes in a specific geographical

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How does an organization with roughly 760,000 employees worldwide maintain positive customer service scores? With an 8 point increase in customer service ratings in 2011 (American Customer Service Index), McDonald’s has built an admirable organization with strong customer service values. Excellent customer service skills are not naturally occurring in most humans, but with proper training

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Incorporating a Social Media strategy into an organization, be it healthcare or other various industry, can be puzzling.  Questions ranging from, “What’s the point?” to “Are we even doing this right?” are bound to arise.  Everyone begins their Social Media adventure with a different level of knowledge and expertise.  For many healthcare organizations, we find

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An article from HealthLeaders August 2011 edition gives us a detailed look at where patient experience initiatives rank among importance throughout various healthcare organizations. While 55% of respondents ranked patient experience within their top five priorities; the more alarming statistic relates to the 22% reporting “an abundance of higher priorities” and the 11% deeming a

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At times, we find convincing a physician or practice administrator to jump feet first into the deep, unknown pool of social media is more difficult to accomplish than getting a child to eat their vegetables.  Most give short, one-word responses; ranging from, “No.” to “Why?” So, why do we remain relentless in our push to

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