Tag Archives | 10 second clock

You Had Me at Hello: Winning with the First Word in Patient Experience

?” 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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