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.
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?
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.
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!
