?” This little adventure began when a prospective new patient called a doctor’s office for a first appointment. And “rather than saying something pleasant, like Hello, the first word out of the receptionist’s mouth was ‘Insurance?’” The rudeness of her tone continued: “’IN! SUR! ANCE!’ She bit off each part of the word…she wanted to […]
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The world of healthcare delivery continues to change—and the operational watchword is “easy.” This concept—a proven idea that practices can implement today—comes from the retail consumer world. Simply…when you make it easy for the customer, you differentiate yourself from the pack, and your results increase exponentially. “It’s supposed to be hard. If it wasn’t hard, […]
Have you ever walked into a store, business or medical practice and felt immediately at ease, welcomed and comfortable? When you feel a sense of tension or discomfort it is almost palpable. But when you experience positive feelings, it’s easily overlooked. Ensuring a warm and welcoming tone for your patients can be challenging for various […]
The secret to improving “the patient experience” is delivering what the patient wants most in every physician encounter. Clinical excellence? Yes, certainly. (That’s sort of a given.) A friendly smile? Sure. Empathy? Naturally. Authoritative confidence? Yep. Eye contact. Connectivity booster. These are all important elements in the patient experience mix. But consider that the typical […]
Early on, we learn to talk. And throughout life we’re quick to “have something to say,” and contribute to social interaction…with friends, colleagues, and even with strangers. Storytelling, verbally presenting ideas and communicating information becomes second nature; a practiced skill that’s valuable in business and personal interaction. Some people take public speaking classes or polish […]
by Neil H. Baum, MD In my medical practice, I use note writing extensively to communicate with patients, with families of patients and with referring physicians. And yet, when I received a note, which is not related to patient care, it is always a little surprising and uplifting, and I’m reminded why note writing (and […]
Twenty-two minutes can seem like long time for a patient to wait in the reception area. Various national surveys peg the average wait time to see a physician at the 20-minute mark…with patient satisfaction dropping lower every five minutes. What’s more, virtually all patients perceive their wait to be too long. Perhaps the most influential factor […]
STUDY: Researchers at Johns Hopkins School of Medicine published findings about effective and efficient methods that excellent physicians use to get to know patients as individuals, and improve patient-centered care.
In the healthcare industry, patient experience and patient satisfaction are more important than ever before.
Most fairy tales begin with “once upon a time.” There is a fairy tale in the healthcare profession: once upon a time the initials “M.D.” indicated status, trust, and perfection. Most physicians today realize that elevated status, abundance of knowledge, infallibility, and blind trust by our patients are long gone and are the stuff of […]
- The Psychology of Waiting vs. Patient Experience Enemy Number One December 18, 2012
- Coach Lou Holtz, the Importance of a Timely Note, and Patient Satisfaction January 8, 2013
- Never on Thursday: Flow and wait times at the DMV vs. the ER June 1, 2016
- Medicare Star Ratings: Consumers Ignore But Industry Debates October 23, 2012
- Tales of the TELL: Those Little Red Flags are Patient Experience Symptoms December 4, 2012
- You Had Me at Hello: Winning with the First Word in Patient Experience June 2, 2017
- It’s Hard to Be Easy: How to Deliver Great Patient Experience May 3, 2017
- How Consumer Empowerment is Changing Your Medical Practice April 10, 2017
- The Future of Patient Engagement April 3, 2017
- Patient Experience Starts with Your People Strategy March 7, 2017
- Barbara Hales, M.D.: An additional demand on ER time also stems from ph...
- Atiqur Rahman: Thank's,Stewart for this wonderful article,i enjo...
- Kellee Everts: Great article! I've always coached and cautioned ...
- Bruce Allen: Your analogy, with the doctor as the pilot and the...
- What Would Empathy-Based Healthcare Look Like? | News In Marketing: […] When I talked with Dr. Rosen on camera p...