Inbound Phone Calls: Why You Are Losing New Business

Every medical provider’s office gets at least two kinds of “opportunity” phone calls (described below) that potentially mean new business. Unfortunately, most doctors, medical groups and hospitals are losing new patients and cases when the phone rings…and they don’t know it. Here’s what’s going wrong, and what do instead. We don’t mean to be unkind…

Marketing Minute: Make-it or Break-it at the Front Desk When Advertising

[Marketing Minute Video Series] Healthcare Success CEO Stewart Gandolf interviews Senior Account Manager Janet Bowden. Marketing Minute from Healthcare Success features tips for marketing your medical practice or hospital. It’s a classic problem in a busy medical practice. Advertising gets the phone to ring. A new patient prospect is calling. And nobody told the front…

Staff Training Lesson: Don’t Let Efficiency Erode Patient Experience

Here’s a brief but important staff training lesson: Don’t let office efficiency overpower patient experience. Without considerable care, the negative consequences can have an enduring—and unwanted—downside. We encounter this often as we work with doctor’s offices around the country. On the surface the office appears to be well managed and highly efficient. The office manager…

Scary Secret #4: What Doctors Don’t Know About Professional Referrals

  by Senior Consultant Lori Waltz I’d like share a brief marketing story that’s straight from the real-life medical world. It’s a little scary to think that this just might be happening in your own practice, but even worse, you might not know it. See if you can relate… The setting is a metropolitan suburb…

Deadly Sin #5: Why Your External Advertising May Be Doomed

[Series Installment: How to Avoid the 7 Deadly Sins of Healthcare Marketing — Deadly Sins #5: Inadequate Training, from the Healthcare Success Educational library.] Everyone in the office needs to understand how and why new patient inquiry calls are significantly different from the routine. Without preparation and training, seven out of 10 prospective new patient…

Another Marketing Success Story (Now, Every State But One)

Our Senior Consultant and Training Specialist Lori Ann Waltz just sent over another marketing success story, and you may be able to relate. This time Lori was off to Kentucky (birthplace of Abraham Lincoln). She went there at the request of a specialty practice that may have been one of “the best kept secrets” in the…

Make Sure Your Marketing People Are Keeping Up…or Accept Falling Behind

We’ve noticed that the most successful doctors and executives that we work with are constantly hungry for new information. By any of various names, continuing education is part of their personal fabric, something to be exercised daily, if not hourly. But what providers and administrators do for themselves, they sometimes overlo providing the value of…

Training Success Stories: But North Dakota and Kentucky are Missing

Marketing Trainer Lori Waltz is something of a healthcare Road Warrior with a string of success stories and travel anecdotes. Here’s the scoreboard: She has helped over 1,000 practices and hospitals in her career, including 48 states, plus a few nearby countries and territories. Oops…only 48 states? It’s true. Lori has provided marketing training—about telephone/front desk…

Revenue Drain: Your Staff Can Make or Break Patient Satisfaction

The general public, the news media and hundreds of primary care and pediatric medical practices are sifting through the Consumer Reports ratings that were wiy circulated this month in Massachusetts. From a healthcare marketing perspective, the Boston Business Journal was quick to point out that some of the numbers aren’t flattering. Reading between the s, we…

The Science of Case Acceptance: Shaping the New Patient Experience

In our work with medical practices throughout the United States we’ve observed an interesting phenomenon that healthcare providers and administrators might marvel at seeing for themselves. How would your office staff greet each new patient if they thought the individual might be a “secret shopper?” Would the prospect of staff accountability change the way they…

Thank you for sharing. Like us to stay in touch with our latest posts.