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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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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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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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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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As healthcare continues to grow, so do the amazing advancements taking place within the field.  Comparing healthcare in the 1960s to now can be astonishing.  Take a few of these comparisons for example: 1961: Multipart hospital charge tickets with punch-card borders are introduced to reduce the paperwork burden for nurses. 2013: Patients can easily get

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Feb 2013

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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“Hospital care is not ideal for many older patients,” said Bruce Leff, MD, lead author of the study and associate professor at The Johns Hopkins University School of Medicine. Many patients perceive hospitals as cold, lonely, unfortunate places filled with disease and sadness. Not the ideal place to fully recover and return to daily life.

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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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