It’s easy to find detailed guides on how to respond to reviews. However, most aren’t written specifically for healthcare, meaning they don’t consider HIPAA or other compliance issues. Responding to patient reviews can be tricky. According to HIPAA, hospitals and doctors aren't allowed to share any protected health information (PHI) about reviewers—including whether they're patients. […]
10 Ways To Deal With Angry Patients and Why You Definitely Should By Stewart Gandolf, Chief Executive Officer When patients take their grievances out on their healthcare provider, it can be frustrating—not only for the provider but also for the administration. More than ever before, healthcare organizations have to worry about the threat of legal […]
The pandemic fast-tracked the growing notion of healthcare consumerism, spurring several changes in the healthcare industry. These changes include modernizing business processes and focusing on improvements that positively impact patient wait times and appointment times. It is well-established that longer patient wait times negatively impact patient satisfaction, specifically regarding patient confidence (in the provider) and […]
We know that today's healthcare consumers want instant and accessible services. The QR code allows hospitals and healthcare providers to satisfy this need with immediate physician-patient interaction and engagement – all through smartphones and tablets. Placed strategically, the QR code does wonders for marketing. And today more than ever, they are considered the green, hygienic, […]
Discover six key healthcare trends emerging from the pandemic, according to a podcast interview with Darwin Research Group.
Healthcare call center best practices to improve patient experience. Discover how to develop effective contact center strategies for your healthcare organization.
I recently had the pleasure of speaking with Dr. Hassan Tetteh, a US navy captain, associate professor of surgery of the uniformed services at the University of Health Sciences and adjunct faculty of Howard University College of Medicine. He was also a Robert Wood Johnson Health Policy Fellow from 2012 to 2013 and a visiting […]
Despite having entered the U.S. more than eight months ago, COVID-19 remains a health topic enshrouded in confusion, conflicting information, hyperbole, and even conspiracy theories. Everyone, informed or not, seems to have an opinion about the Coronavirus pandemic. Fortunately, healthcare systems, hospitals, and medical services providers are uniquely qualified to fill the educational void and assert […]
The Core Concept of Branding Is Positive Differentiation A brand is the total experience that a customer has with your product, service or company. Many medical practices, hospitals and other healthcare resources have, until recently, misunderstood —- or simply dismissed—the MILLENNIAL GENERATION. Definitions will vary, but the Pew Research Center provides the most authoritative characterization […]
If you’ve been listening or reading along with us, then you know we’ve covered a number of discussions in preparation for a panel discussion about patient-centric care at the 2019 Eye for Pharma conference. Lynn Nye, CEO of Medical Minds, moderated and co-sponsored the panel with me. Held in Philadelphia on April 17, 2019, the […]
I recently had the pleasure of speaking with Fasiha Haq, Global Medical Education Advisor at Eli Lilly and Company. This podcast is the fourth in a series of prep for our panel discussion at Eye for Pharma. Lynn Nye, CEO of Medical Minds, co-moderated this podcast with me in advance of our panel discussion at […]
While I have interviewed hundreds of guests on our healthcare marketing podcasts over the years, this time I enjoyed the unique experience of being the interviewee on my own “show.” My friend and colleague Dr. Lynn Nye, CEO of Medical Minds, interviewed me in advance of our panel discussion at this year's EyeforPharma Conference in […]
