Patient-Physician Email: An Untapped Competitive Advantage

With very little encouragement, a professional colleague of ours will enthusiastically explain why her personal physician is an outstanding provider. As it happens, her hero-physician is highly skilled, credentialed and experienced. But one of the top reasons that she will recommend her physician is that the practice actively uses text messages and patient-physician email to […]

10 Reasons for Doctors to Polish their Communications Skills

Of course, everyone in healthcare has a command of “communications skills.” Doctors, nurses, medical staff, administrators and office employees…everyone “communicates” with patients and co-workers. The trouble is…sometimes ya ain’t so good at it. Good or bad, interpersonal communications can be verbal or non-verbal, express subtle or obvious ideas, and/or be filled with medical jargon. Although […]

Neurochemistry and the Art and Science of Storytelling

[Series Article] Studies reveal hard science data behind why the sometimes fanciful, sometimes fictional art of storytelling is highly effective as a communications tool. In healthcare marketing, storytelling is growing in popularity from doctor-patient conversations to branding messages. Of all the stories in the world, there’s one—The Story of Storytelling—where “Once upon a time…” doesn’t […]

Establish Boundaries With Difficult Patients Early, Before the Relationship Descends Into Crazy Town

Be forewarned, this is an “elephant in the room” post about dealing with difficult patients. It’s a common situation and a sensitive topic. And if you’re uncomfortable confronting the problem, or dealing with challenging, dependent, manipulative, noncompliant, upset and/or time-sucking patients…then read no further.

A Bad Sign: Watching Revenue Walk Out the Door

While making a professional call on a doctor’s office the other day, a colleague of ours watched $5,000 walk out the door. The small-but-painful drama that unfolded in the reception area is worth retelling if our experience can save other medical practices from losing patients and revenue. It was a real-world lesson in physician and […]

Video Calling Shrinks Distance, Time and Cost in Healthcare

Have you noticed the recent wave of TV commercials for one-to-one video calling (Apple Facetime), or multiple participation (GoToMeeting) video collaboration, or one-to-many webcasting? In business, it’s all as close, convenient and immediate as your smart phone, tablet or laptop. For personal and small business uses the service is free or low cost and it’s […]

10 Top Posts: Putting Patient Experience At The Heart of It All

For hospitals, health systems and practitioners, “patient experience” has gone from trendy buzzwords to strategic imperative. In fact, the totality of patient experience and satisfaction is a top-tier issue for individual providers, hospitals, group medical practices and executive decision-makers. With these folks in mind–just about everyone–the following are 10 Top Patient Experience articles, including best […]

Doctor Marketing: The Word Power in What You Say vs. How You Say It

There’s an amusing but instructive doctor and physician marketing lesson to be found in listening to television interviews and discussions. The idea is to take note of a media pundit’s careful choice of words. The lesson is not so much in WHAT they say as in HOW they say it. In politics they call it […]

Personalized Digital Care: Enhancing Patient Experience Between Visits

Editor’s Note: Most physicians are completely comfortable with digital technology. Several studies confirm that they often look online for medical or professional information, and they frequently use email to communicate with colleagues. But when it comes to patient communications, as few as 20 percent are emailing patients. Not only do patients want email, text and […]

Communication Tools to Enhance Your Relationship with Your Patients

By Neil Baum, MD Most of us like to think of ourselves as good to excellent communicators. However, if we were to survey our patients about our communication skills, we would find, to our dismay, that we are deficient in our ability to receive and transmit information to our patients. A study that monitored provider-patient […]


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