Online reviews play a significant role in the success of any healthcare organization. In fact, patient reviews of doctors come in third as the most influential driver in consumers’ decisions1 (after insurance acceptance and location). Today, virtually everyone should use reputation management software (RMS) to solicit, manage, and respond to reviews. Hospitals and multilocation practices […]
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 […]
I am always excited to interview one of my favorite people and personal friends, Dr. Jim Merlino. I first met Dr. Merlino at the Cleveland Clinic Patient Experience Summit years ago. He’s an accomplished surgeon and industry leader in improving the patient experience. He draws from more than two decades of experience to address key […]
I have had the pleasure of interviewing Dennis Jolley, formerly the Senior Director of Marketing for the University of Utah Health Care System, many times. In this podcast, we hone in on the effects of the patient experience on doctor ratings. “Doctor ratings, patient satisfaction and patient experience” At the beginning of their journey, Mr. […]
I'm excited to share this podcast featuring Mia Nease who, at the time of recording, was Head of Healthcare and Life Science Partnerships at Arivale. She is now the founder and CEO of Multiomic Advisory Services. This is the second podcast in a series of prep for our panel discussion at this year's EyeforPharma Conference […]
I recently interviewed Sven Gierlinger, Chief Experience Officer for Northwell Health—the largest hospital system and employer in New York—to prepare for our EyeforPharma panel, Patient-Centric Care: Does the Doctor Know Best? This podcast is the first in a series of prep for our panel discussion. Jim Merlino, Chief Transformation Officer at Press Ganey and mutual […]
I recently had the pleasure of interviewing Dr. Zeev Neuwirth, a physician, author, podcast producer and speaker who’s made a career out of identifying opportunities for innovation in our current healthcare system. I first saw Dr. Neuwirth speak at the 2019 Society for Healthcare Strategy and Market Development (SHSMD) Connections conference in Nashville where he […]
Relationship building has always been an essential part of the doctor-patient dynamic. Today, however, patients hope the doctor-patient relationship will become increasingly digital. Of course, it's just as important to meet in person as it always was. But for patients (and potential patients) with busy lives, it's a good idea to have multiple touchpoints. And […]
Trust is essential to any relationship. And it’s a key factor in maintaining relationships between doctors (and healthcare organizations) and patients. In person, building trust with patients depends on creating the best possible experience in the office and showing compassion. So how can hospitals, practices, and organizations maintain that level of trust in the digital […]
This week, I’m leaving my doctor’s office. I see a friendly, highly experienced nurse practitioner at my primary care physician’s office, and I trust her expertise. But I simply cannot put up with the lack of communication and scheduling issues I’ve dealt with at the office for any longer. I’m sure patient loyalty is important […]
As a healthcare marketer, I strongly believe in the importance of listening to and understanding the patient voice. And today’s podcast helps guide hospitals and healthcare organizations of all sizes on how to do just that. I had the opportunity to speak with Dennis Jolley, Chief Strategy and Communications Officer & Vice President for Institutional […]
Running any healthcare organization comes with a number of challenges and obstacles. But CityMD, a large chain of urgent care centers in New York, has found a way to expand to 100+ locations without sacrificing care and compassion. In fact, as Richard Park, MD, CEO and Founder of CityMD tells me in today’s podcast, care […]
You and your team carefully screen all job candidates to make sure they’re a good fit. After a few weeks of medical staff training, your front office staff knows all about your specialty or your primary service lines, and they’re a big advocate for your practice or hospital. But if you think this is the […]
Wanted: Customer Service SUPERSTAR. It's the first phrase that should come to mind when you're crafting a Medical Scheduler job description. The person who answers the phone for new patients can make or break your organization. This is someone with the power to convert every new patient who calls—or to drive many of them away. […]
