The Future of Patient Engagement

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 […]

Reputation Management: 3 Steps to Winning the Patient Ratings Game

If nobody’s aware that your patients are satisfied, does it even matter? 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 of your online and offline reputation management isn’t optional. […]

Hasslenomics and Patient Satisfaction: Mapping the Path to Better Care

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 […]

Why Patient Satisfaction is Key to Physician Marketing

[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 […]

Patient Experience: Why You Can’t Mandate Patient-Centeredness

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 […]

Case Example: How the Healing Arts Enhance Patient Experience

[Guest Post by Dr. Paul Rosen] Evidence continues to build that art and music promote healing. Here’s a real-world story about the power of the healing arts and enhanced patient experience. Don’t miss the inspiring original song and video. It’s from the Nemours Creative Arts Therapy program at Alfred I. duPont Hospital for Children. A couple […]

Flowers and Blue Ice: From Satisfied Patient to Raving Fan Forever 

A close friend of mine shared a personal story that’s worth re-telling. It illustrates a real-world patient experience that moved the measure of satisfaction from “simply satisfied” to “raving fan” status. Although this story comes from the dental profession, the core concept will easily transfer to other healthcare specialties. Consider how you can apply this […]

Improving the Forgotten Half of Doctor-Patient Communications

The doctor’s comment was a bit startling, but it was entirely believable. A physician-friend tells us that 75 percent of doctors forget to introduce themselves properly when meeting patients. OK…it’s a hectic day in the office. Behind schedule…again. The usual stuff. But without a proper introduction—quick, simple, sincere—everything that follows in the encounter is slightly off-center […]

An Easy, Quick and Effective Way to Engage Patient Loyalty

This question is a tantalizing, but kinda-easy, riddle. How can the largest retail operation in the US have no stores? The answer, of course, is that the Internet (and online shopping) has given us Amazon.com. And, by market value, it’s bigger than Walmart. But Amazon and other online shopping centers have a high-priority need to […]

The Disheartening Dyssynchrony of Hospital Marketing and Operations

[Guest Post by Dr. Paul Rosen] I took my kids to a Philadelphia 76ers game a few weeks ago. The Sixers lost to the Boston Celtics. The Sixers have been doing a lot of losing actually. They finished the season with 10 wins and 72 losses, giving them the worst record of any team in […]

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