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

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

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

…That’s my corny reference to the rising importance of the “Modern Mom”. More and more, medical practices must cater to this new breed of customer. Not only does research show she controls almost 75 percent of US consumer spending, but she is tech-savvy, well-educated and taking time away from demanding work to raise her family.

Seeing your practice through the eyes of your patients allows you to enhance the patient experience to dramatically increase referral volumes

It’s no secret that Healthcare is becoming an increasingly competitive and Patients are discovering that they have choices in who cares for their family’s healthcare needs.  It is not enough to just provide “excellent care”.  A successful Practice must also focus on providing the right environment and the right “feel”.  Think about the other choices we

Beware, your patients now have choices and those patients are talking about you.  All hospitals and medical practices have reputations; the question that medical leaders must ask themselves today in a climate where patients are now consumers with options on where to receive the healthcare becomes what reputation do we have with our patients? What

While visiting a local networking group last week, the conversation quickly turned to an attendee who was looking for a new physician.  Upon asking a few questions about why this person was in the position to switch physicians, I realized it was not because of the quality of care received from their doctor, it was