I’ve been fortunate to work with some great medical practices over the years. If there’s anything I’ve learned, it’s that the “big ideas” we come up with for change are often mistaken for having a big impact on how the practice is perceived. In reality, it’s the little things – the details of daily life at work – that seem to make the real difference as far as patients and employees are concerned.
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.
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.
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.
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!
It’s time to create the distinction between mass marketing and personalized experiences.
A year into the pandemic, most of us have figured out new routines when it comes to work as well as home life. But what hasn’t escaped is the emotional toll that’s been exacted, something that exists between the joy of life at one end of the spectrum and outright depression at the other: the feeling of “meh.”
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!
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.
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.
