Insights: Healthcare Marketing

What Patients Want #3: Accountability

In our series on “What Patients Want,” we have talked about warm greetings and coordination. Today we focus on accountability. What does accountability mean? It means that someone within your practice takes ownership over a patient’s issue or concern, gathers the information and gets back to the patient in a timely manner. It means not playing […]

Read the full article →

What Patients Want #2: Coordination

In our last post, we talked about the importance of a warm greeting. Today’s topic is coordination. Patients expect coordination within your office, amongst each member of your team as well as with their other healthcare providers. How can your practice enhance coordination? Foster smooth handoffs. Patients don’t want to have to repeat the same […]

Read the full article →

What Patients Want #1: A Warm Greeting

Don’t underestimate this one. It is especially important for your receptionists and front desk staff but really applies to everyone in the practice when they first encounter someone. Here are a few tips: 1. Treat each patient like you would a friend who came to your house. Extend an extravagant welcome. 2. Be prompt/immediate — […]

Read the full article →

Eight Things Patients Want

A warm greeting Coordinated care Accountability To be informed and know what to expect Connection Respect Empathy To be recognized and remembered How can you turn each of these into opportunities to serve? We’ll dig into each one a little deeper in upcoming blogs.

Read the full article →

Why is Service so Important for Medical Practices?

Competition — Most markets are competitive. Patients have a lot of choices, and they will exercise that choice if they aren’t satisfied.  Retention — More patients leave a practice because of bad service than anything else. JD Powers and Associates found that 67 percent of the people who don’t come back to a practice, don’t […]

Read the full article →

Too Many Apologies

I’m so tired of hearing “I’m sorry.” My friend posted these words on her Facebook page along with tagging the radiology facility where she had spent half her day trying to get a simple diagnostic test. Used appropriately and sparingly, apologies can be important and powerful, but they can’t replace action. We’ve all been taught […]

Read the full article →

A Tale of Two Patient Check-in Experiences

I recently had to have a couple of diagnostic tests that resulted in two very different first impressions. The Good For my first test, I arrived ahead of my appointment time and was promptly greeted at the registration desk by a friendly smile and voice. She welcomed me, took my information, reviewed it carefully and […]

Read the full article →

Spring Cleaning: Cobwebs and Complacency

For several months now, every time I pull up to the pick-up window of my pharmacy, I am greeted with cobwebs. This is the first thing I see — my first impression each time. And it is not a positive one. The cobwebs surround the window and seem to be multiplying with each visit. I […]

Read the full article →

Seek Solutions

Ever find yourself surrounded by challenges?  It is easy to point out the problems, identify the holes and the gaps, and quickly become overwhelmed with everything that is missing or isn’t going right.  It is much harder to see the possible solutions because it requires: Patience with the process Creativity Dedicated “think” time Changing your […]

Read the full article →

Handoffs and Accountability: A Great Marketing Opportunity

Is your medical practice looking for a way to differentiate from your competitors?  Master the art of handoffs and accountability — both within your own practice and with other physicians throughout your community. Providers not communicating with each other across and throughout the healthcare system is one of the greatest frustrations patients experience today. Too […]

Read the full article →