Compassion from a Chatbot?
Shareef Mahdavi
June 22, 2023
Compassion is all part of what makes a great patient experience. Can AI help coach doctors in communicating?
PX Movement Inspiration
The Influence of Patient Experience on Medical Device Innovation
Shareef Mahdavi
May 31, 2023
Medical devices are key to improving the patient experience in any medical practice.
The Relationship Between PRICE and VALUE
Shareef Mahdavi
May 2, 2023
One of the big challenges facing elective medical practices is in understanding the relationship between price and value in the mind of the patient. A common mistake is thinking that if the price is lower, the patient is more likely to commit. In other words, lower price equates to higher perceived value.
How the Masters Blew It For A Former Winner
Shareef Mahdavi
April 19, 2023
The Masters tournament last week raised a couple of flags. Here’s how all of that relates to patient experience.
Patient Experience Isn’t About Marketing…
Shareef Mahdavi
April 4, 2023
Marketing is not what patient experience or customer experience is all about. In fact, good PX makes it irrelevant!
What Is Luxury Anyway?
Shareef Mahdavi
March 21, 2023
Luxury in the modern medical practice can be those seemingly little things. And when fees increase, so does demand.
Bottlenecks in the Medical Practice
Shareef Mahdavi
March 8, 2023
We often think of bottlenecks in terms of traffic jams (and the associated “rubbernecking” when drivers pass an accident) or when you want to empty a bottle that’s full of coins and they get stuck in the neck of the bottle. Hence the term. There are expert engineers whose careers are devoted
Hello! The Phone Is Not Dead
Shareef Mahdavi
February 7, 2023
Amidst all the trends in medical practices to create efficiency, the telephone seems like the easiest target. Starting with phone trees asking us to “press 1 if we want X, press 2 if we want Y,” this drive to better productivity is, in some ways, counterproductive. We see this all the
Bathrooms in the Medical Practice
Shareef Mahdavi
January 25, 2023
I had a good chuckle when coming across this headline in a recent article, “The Most Exciting Part of Dining Out Is…the Bathroom?” Yes, restaurants are seeking new ways to differentiate that extend beyond the food or dining room décor. Themes ranging from Dolly Parton to Iranian films to Studio 54 are
The Service Recovery Paradox Put to the Ultimate Test
Shareef Mahdavi
January 10, 2023
Now that we are just past the airline debacle that Southwest delivered for Christmas, some are wondering if the airline – my favorite – will survive. The disruption at the “most wonderful time of the year” affected millions of people, from employees to travelers and their families they could not spend