The San Diego Organization of Healthcare Leaders held a virtual event on November 3rd called Re-Examining the Patient Experience: Lessons Learned from the Pandemic. The content was so great, that we found ourselves jotting down things to remember. So, we’d love to pass those along to you! It was a […]
Patient Experience
33 posts
Online Identity Patients and referring physicians need to be able to find you quickly and easily. How is your website? Be sure to include lots of content on the ailments you treat, infusions offered, and easy information on how to refer to the center. Update your website regularly to keep […]
What is the patient experience like in your practice? If you are highly specialized or highly in demand, it may not matter to the bottom line of your practice. But, if you want to sustain or grow and have competitors, it absolutely matters. As I was listening to a webinar […]
Let’s talk about consent. Yes, informed consents are in place to cover healthcare providers’ tails. Period. Theoretically, consent should involve an extensive conversation between a provider and a patient. That’s good consent. That’s real consent. Not just legal consent. I’m not an attorney, but I am patient experience snob. So, […]
Medical practices should not spend a dime on marketing until their patient experience, reputation management, and brand are optimized.
A few years ago, someone close to our team had the unfortunate experience of a surgical site infection (SSI). We’ve read about SSIs, reported data on them, educated on how to avoid them, and were beyond devastated to experience it firsthand. They share their experience in the spirit of helping […]
Do you want your practice to run smoothly with a happy work environment? Of course! Let’s talk about anticipating needs. This can happen on many fronts. Staff, anticipate the needs of the providers. If you’ve worked in a medical practice very long, you know what doctors want. Patients roomed expediently. […]
Don't call a patient when the phones are turned to the answering service. Don't text a patient from a number that doesn't allow responses. Don't email a patient from an address that doesn't allow replies. Outbound communications should be sent with the intention of connecting and making it easy for the patient to respond.
We were recently asked what our passions were when it came to physician practices. The list was long. Very long. Then, we had to trim it down to just three things. Here’s what they are: Exceptional patient experience We believe most physicians want to deliver an exceptional patient experience. But, […]
Seems obvious, right? Just answer the phone, then book the appointment. After all, THEY called YOU. But today’s reality is it hardly ever works that way. Today’s patient is strapped for time, may have little understanding of how his medical insurance actually works, and is likely frustrated at the need […]
1. Show Patients That You Actually Care Of course, you care. You wouldn’t be a doctor if you didn’t care, right? It’s not always clear to patients that doctors actually care. Remember that most patients don’t want to be in your office. They are often feeling bad or scared or both, so they are […]
1. Rooming Patients When you grab a patient from the lobby, it’s the first opportunity to make a friendly impression. Please don’t stand at the door and say “Smith.” At a minimum, say “Ms./Mr. Smith” and look around the lobby to make eye contact with the patient as they come to the […]