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!
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.
Greater immersion leads to more engaging experiences and a higher likelihood that today’s patients can’t help but send you tomorrow’s new patients. It’s definitely time to recognize that the practice of 1991 is not going to cut it when it comes to expectations patients have in 2021.
At $3.6 trillion, healthcare spending represents about one-fifth of our GDP and employs 1 out of 8 in the workforce.
So why is it that our largest industry gets near failing grades when it comes to customer satisfaction??
We need feel-good stories, perhaps now more than ever. In this week’s blog post you will read about a retiring physician from Arkansas, Oncologist Omar Atiq who started his practice nearly 30 years ago. In an incredible act of compassion, he decided to forego the remaining balances owed by 200 of his patients – to the tune of $650,000. Read more in our latest blog post!
HPMS stands for High Performance Management System. It forces us to look at process – how we get things done – with a structured approach based on proven quality principles.
Admit it, sales representatives play an important part in the function of a medical practice. The relationships you have with your best reps help keep the practice in good shape and keep you abreast of what’s new in technology and industry.
Do you know what one word separates survival and success from despair and failure? That word is HOPE. And in the context of business success, hope must translate into an organization’s mission, vision and values. The problem is that most businesses confuse these 3 cornerstone elements; and that confusion hinders success.
