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
Compassion is all part of what makes a great patient experience. Can AI help coach doctors in communicating?
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
The Masters tournament last week raised a couple of flags. Here’s how all of that relates to patient experience.
Marketing is not what patient experience or customer experience is all about. In fact, good PX makes it irrelevant!
Luxury in the modern medical practice can be those seemingly little things. And when fees increase, so does demand.
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
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