Doctors

2021 Elective Procedure Surge: What it Means for PX

What has the pandemic meant for elective procedure demand? From what we’ve seen, it’s meant a major surge in patients choosing to get corrective eye surgery, dental procedures, and other elective medical treatments. Why? Because the anxiety created by the pandemic caused people to examine in new ways what’s important to them.

patients or customers

Are You Serving Patients or Customers?

One of the reasons healthcare is “stuck” in the old ways begins with how we view the people who are coming in for medical services.

Are they your patients or are they your customers?

One term is limited to clinical care while the other opens the door to better experiences, more referrals, and higher overall satisfaction.

Risk of Knowing Too Much

Is Your Expertise a Catalyst or a Crutch?

Medical professionals may use their expertise as a sort of crutch that keeps them from learning a new way of thinking or of doing. Is your knowledge and the bias of expertise keeping you from progressing in your field and providing better experience for your patients?

doctor culture

There’s a Problem With Today’s Doctor Culture

Regulations drive a wedge between the doctor and the patient, but a big share of the problem rests with doctors themselves. Let’s talk about the culture that is leading to dissatisfaction by both patients and doctors – and how you can help fix it.

the role of authenticity

The Role of Authenticity in Your Medical or Dental Practice

Authenticity is an apt description for the dividing line between service and experience. Services are performed on behalf of the customer; they happen outside of us. Experiences are inherently personal and offer unique meaning to the customer.

Doctors and practices that focus on patient experience will naturally wrestle with what it means to be authentic in the eyes of their patients. In this blog post we break down what you need to know to deliver authentic patient experiences!

Making Your Practice as Valuable as an NFT

Many doctors worry about how to be viewed as unique and special in their customer’s eyes. However, the things they do in their practice actually do the opposite. Are you practicing commoditization? The antidote is customization. In this blog post learn how to make your medical practice as valuable and rare as an NFT!

Interviewing the Pope of Ophthalmology

Richard Lindstrom, MD is arguably the single most influential ophthalmologist in today’s world. Surgeon, inventor, family business owner, venture capitalist, teacher, medical editor and Harley Davidson enthusiast. He spoke with me about one of his key influences as a young doctor.

How to Measure the Culture in Your Practice

I’ve long been an admirer of online retailer Zappos and what they accomplished to create a unique and vibrant culture for employees. When their leader and CEO Tony Hsieh passed away several months ago, I hadn’t given much thought to what his absence would mean for the future of the employee culture. In this blog post I take some insights from this company and its recent change in leadership, to question how medical practices can measure and strengthen their own internal culture.

team

3 Ways to Boost Morale on Your Team

With all the focus on improving the experience, here’s the truth: Behind every great customer experience is a team that is dedicated, resourced and rewarded to make it happen. No matter how much a doctor may want to improve the overall patient experience in the practice, he or she cannot do it alone or with the help of one person. It takes a team!

business

How to Build Your Medical Business Without Advertising

Most doctors tell me that their main source of business is patient referrals. What I’ve observed over the years is a poor understanding of how reciprocity works in relationships in a way that is beneficial to both the patient and the provider.