Why Your Internal Audience Is Your Most Important Audience

At a routine medical appointment yesterday, a friend of mine was greeted with a chilling: “Please sign in, and take a seat.” No warm hello. No friendly smile. And no way to treat a regular member of the internal audience of this practice. Here’s why: The math is simple and straightforward. It costs at least five […]

Why Doctors Need to Hear Patient Gripes and Complaints

“Stop already,” you say…you’ve heard them all before. Some (hopefully, only a few) patients gripe and complain about all the usual stuff. We’re not talking about the assorted medical or health complaint. It’s those issues—large or small, serious or trivial, real or imaginary—that bubble up in the course of dozens of patient visits to a […]


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