Virtually every patient satisfaction survey reveals patients’ dissatisfaction with getting through on the phone to their healthcare provider. Phone trees should be a helpful bridge not an impenetrable wall. Careful planning and utilizing phone tree best practices improve your system and your patient satisfaction. When is the last time you called your office phone … [Read more...] about Phone Tree Best Practices
Health Care User Experience
We all know the health care system is broken, and that every aspect of the patient journey needs to be overhauled, optimized, and made tolerable (enjoyable might be asking too much). Unfortunately, the journey and daily activity for physicians, nurses, administrators, technologists, and schedulers needs the same level of change. Enhancing the patient experience cannot come at … [Read more...] about Health Care User Experience
The Voice of Medicine
Drowning in Data Technology has become an integral part of healthcare, sometimes to the chagrin of the clinicians - not to mention the feelings of practice administrators. Most health care workers spend more time interacting with the electronic health record (EHR) than the patient. Consider this further, and it is clear - after about a decade of specialized training to take … [Read more...] about The Voice of Medicine
Because We’ve Always Done It This Way Doesn’t Work!
Follow These Four Steps to Stay Out of the Rut We Hear It All the Time “Because we’ve always done it that way.” We hear it all the time. In business, at home, and in medicine. It’s a lousy answer. In fact, it should be a warning sign that there may be something seriously wrong. Even if the process is good, it is disturbing when people do not know why they are doing … [Read more...] about Because We’ve Always Done It This Way Doesn’t Work!
Appointment Reminders
Almost every office and hospital use patient appointment reminders. Some are poor, others mediocre, and some do a relatively good job. In the present climate, we cannot stand for anything less than great. Appointment reminders increase appointment attendance and early cancellation when needed, which opens the slot to be refilled, or at least decreases no-shows in most cases. … [Read more...] about Appointment Reminders