Wi-Fi is Like Water in Medical Practices
While on a recent visit to the doctor, I was surprised to learn that they didn’t offer Wi-Fi for patients while they wait to be… Read More »Wi-Fi is Like Water in Medical Practices
Patient Experience
Compassion from a Chatbot?
Compassion is all part of what makes a great patient experience. Can AI help coach doctors in communicating?
The Relationship Between PRICE and VALUE
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… Read More »The Relationship Between PRICE and VALUE
How the Masters Blew It For A Former Winner
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…
Marketing is not what patient experience or customer experience is all about. In fact, good PX makes it irrelevant!
What Is Luxury Anyway?
Luxury in the modern medical practice can be those seemingly little things. And when fees increase, so does demand.
Bathrooms in the Medical Practice
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… Read More »Bathrooms in the Medical Practice
The Service Recovery Paradox Put to the Ultimate Test
Now that we are just past the airline debacle that Southwest delivered for Christmas, some are wondering if the airline – my favorite – will… Read More »The Service Recovery Paradox Put to the Ultimate Test
NGPX 2022: My Experience Speaking at the Conference
Earlier this month I achieved a new “first” and spoke at a conference dedicated to patient experience. Called NGPX (Next Generation), the 300 attendees represented leaders… Read More »NGPX 2022: My Experience Speaking at the Conference
Price in the Medical Practice
Price can be a touchy subject. “Why is it so expensive?” is a question many medical practices hear from their patients.