6 Simple Ways to Improve Patient Experience

Patient experience is a phrase we’ve all heard countless times—especially over the last few years. But when used in a hospital or practice, the phrase can occasionally elicit eye rolls. Healthcare professionals all wish they could spend more time with patients, and they try their best. But even the little things can make a difference […]

5 Reasons Your Practice Is Losing Patients

It costs your hospital or practice about 5 times more to obtain a new patient than to keep an existing patient within your database. That’s why patient retention matters–the overall loss of a patient’s lifetime value is not something you want to give up. So if you’re losing patients, you might be…well…losing patience. The good […]

Can You Really Reduce Patient Wait Times to Just 2 Minutes? [This Practice Did!]

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 […]

What I Learned about Patient Experience from Working at Disneyland

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 […]

A Shocking Truth: Most Patients Don’t Know Squat About Doctor Quality

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 […]

Why I Fired My Doctor (and Went to Her Competitor)

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 […]

Does a Rundown Office Predict a Bad Patient Experience?

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 […]

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? 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 […]

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 […]

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