When Dr. Tim Gray started Mountain View Medical Center in 1990, he was committed to providing first-rate medical care. Patients trusted Dr. Gray and his team to prioritize their health—but patient waiting times were rarely a topic of discussion. Then, Dr. Gray received a compliment that was a bit of a double-edged sword: “Appointments here […]
After 9 years of working at Disneyland, I can honestly say it’s a magical place. The experience you get as a Disneyland Park Guest is truly unique, and it stays with you for life. It’s the reason I bought an annual pass on my last day of work—they earned my loyalty from the first day […]
It is a remarkable and often painful mistake for doctors to assume that prospective patients know how to judge clinical quality in healthcare. Specifically, many doctors mistakenly believe that any prospective patient clearly recognizes that the competitive hospital or medical office down the street is lacking in quality of care. Thus, they believe, the other […]
A professional colleague provided this first-person experience and the reasons he fired the doctor. We’ll cloak the identities involved, but here’s what went wrong—and how the problem could have been avoided. “The physician that I had been seeing was leaving the practice, and an alternative specialist was recommended. Two weeks later I was present for […]
Let’s call this an informal Patient Experience survey—or a real-world test of “first impressions.” The thing is, this is something that actually happened to me recently. Please let me know what you would have done in my place. Having waited a couple weeks to get an appointment I was scheduled to see a doctor that […]
Young adults are the patients and caregivers of tomorrow. And, collectively, they represent the future of patient engagement. They are researching, networking, and socializing every day through their mobile devices. Does your practice have a responsive or mobile-friendly website ready for them? Does your content marketing target them effectively? If you answered “no” (or “I […]
If nobody’s aware that your patients are satisfied, does it even matter? Related: 9 Essential Steps to Improve Doctor Ratings Online Yes, of course it matters — but it isn’t helping your marketing. Word-of-mouth and online review websites are the dominant resources patients use to select their doctors. Which means that in 2017, taking charge […]
A Guest Post by Dr. Paul Rosen about hasslenomics and patient satisfaction, and improving patient care. One day when I was out of town, our refrigerator started making a loud humming noise. It sounded like the motor was about to break. My wife called our regular appliance company for help. We wanted them to send someone right away–to […]
[Series Installment] As the US healthcare delivery system becomes increasingly consumer-driven, patient satisfaction is more important than ever. Forward thinking medical practices routinely put the patient/consumer at the center of their progressive planning. Hospitals and medical systems have the standardized HCAHPS instruments. Increasingly providers and marketing professionals want to hear the voice of the customer through […]
The “voice of the customer” is a vital hospital marketing tool. And for many facilities, a Family Advisory Council (FAC) provides the patient experience “voice.” Feedback via the FAC can be an amazing resource that drives patient-centered care. Unfortunately, it takes more than a mandate to create culture change and leadership buy-in. [Guest Post by […]
