Insights

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Recruiting Tips with Patient Counselor, Jacki Vandina

Many practices tell me they have a difficult time recruiting great employees. The problem may lie in where you are looking! In recent travels I have met rockstar employees that all have one thing in common: they were recruited from outside of healthcare.
We touched on some key issues facing medical practices in how we treat patients.

PX Talk with John DiJulius

PX Talk: Insights From the Guru of Customer Service

I was able to do a one-on-one sit down with my favorite expert on customer service, John DiJulius. His career and client list is legendary and now includes the Charlotte Police Department!

We touched on some key issues facing medical practices in how we treat patients.

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?

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!

innovation

Laser Eye Surgery: 25 Years of Innovation

As a society, we’ve largely come to take innovation for granted…especially in healthcare. New modes of imaging, operating and implanting aim to help doctors offer solutions to improve the lives of their patients.

lower prices

You Lowered Your Prices. Now What?

Many doctors fancy themselves to be good negotiators. Perhaps this is true when it comes to their purchases of equipment and expenditures in their personal lives. But when it comes to how their practices handle fees and discounting, there’s a lot of room for improvement.

Are You a Boss or a Leader?

People commonly confuse the words leadership and management, treating them as if they are one and the same. It reminds me how, in my work with doctors, they use marketing and advertising as if they were the same thing. However, leadership takes many forms.

How Zappos Changed Your World and Mine

This week’s blog post highlights eight examples of how Tony Hsieh and Zappos influenced the world – yours and mine – for the better. I’ve long been a fan of their “customer first” philosophy and got to experience it firsthand as a journalist when I visited their headquarters in 2008. When I learned he passed away, my mind immediately recalled the impact he has had and how his work has influenced mine.