The Intersection of Patient Experience and Staff Retention
As healthcare leaders we are all currently acutely aware of concerns with being able to properly staff our facilities. Not to mention wanting to staff them with talented and passionate...
Tag: Customer Service
Re-Examing the Patient Experience: What We Learned
by Amanda Brummitt
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The San Diego Organization of Healthcare Leaders held a virtual event on November 3rd called Re-Examining the Patient Experience: Lessons Learned from the Pandemic. The content was so great, that...
Patient Experience Tools from the Pandemic to Keep
by Amanda Brummitt
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What is the patient experience like in your practice? If you are highly specialized or highly in demand, it may not matter to the bottom line of your practice. But,...
Starting the Conversation with a Former Referral Source
by Amanda Brummitt
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Noticed you’ve lost a referral source? Reopen the conversation with a text, email, or in-person conversation. Start by asking about them. How they are doing. How their practice is doing....
Improving Outbound Office Communications with Patients
by Amanda Brummitt
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Don't call a patient when the phones are turned to the answering service. Don't text a patient from a number that doesn't allow responses. Don't email a patient from an...
Telephone Customer Service for Doctor’s Offices – Tips and Tricks for Success
by Amanda Brummitt
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Seems obvious, right? Just answer the phone, then book the appointment. After all, THEY called YOU. But today’s reality is it hardly ever works that way. Today’s patient is strapped...
4 Customer Service Tips for Doctors
by Amanda Brummitt
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1. Show Patients That You Actually Care Of course, you care. You wouldn’t be a doctor if you didn’t care, right? It’s not always clear to patients that doctors actually care. Remember that...
5 Customer Service Tips for Medical Assistants
by Amanda Brummitt
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1. Rooming Patients When you grab a patient from the lobby, it’s the first opportunity to make a friendly impression. Please don’t stand at the door and say “Smith.” At a minimum,...
5 Front Office Customer Service Tips to Implement in Your Practice This Week
by Amanda Brummitt
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1. Signs Walk into your lobby like a patient. See it from their view. Do you have any signs that sound mean? Do you have any signs that sound rude? ...