This post, a repeat of one from several years ago, is as valid as ever. Not reading it is at your own risk!
I’m writing this as I’m waiting for a flu shot at a Costco pharmacy. And waiting. And waiting.
Category: Customer Service
What’s a relationship worth to your business, whether your business is a medical practice or a healthcare facility such as an ASC or an imaging center? Originally limited to marketing (where it remains a very powerful idea), the concept of lifetime value involves looking at the worth of a customer not as the one-off value […]
Patient satisfaction surveys are becoming a real part of reimbursement, driving a significant percentage of money. So, I’ve begun thinking about ways to hack them, of ways to put your finger on the scale of patient satisfaction. How can you influence patients’ perceptions in order to increase satisfaction? Here’s an interesting observation. I came across […]
Both Washington and Lincoln were exceptional. Thrust into lives that they wanted but didn’t want, from pasts of trial and error, and failure upon failure.
Don’t worry, we’ll have your blog back up by 1:00 p.m. Pacific time on the 28th. Yet, as I’m writing this post on the morning of January 30, 2017, our blog is still down. Somehow, someplace within Network Solutions, which provides our webhosting, they disconnected our blog from the rest of our website. Oh, I […]
When I was a kid, I built models, usually of airplanes and of cars. Some hospitals and medical groups build whistleblowers. I’m not kidding you. These healthcare entities ignore employees or partners who come to the business or group with complaints related to billing irregularities, upcoding, lack of medical necessity, and so on. In doing […]
It’s about 1 pm on Sunday and I’m thinking of getting a cheeseburger for lunch. But if I don’t, it won’t make any difference to me. Can you reach that same mental state in connection with the deals that your medical group does, or that you do for your solo practice? It’s trouble if you […]
Like a dry cleaner, healthcare providers have to screw up to lose a customer’s loyalty. Dry cleaners know that once they attract a customer, it’s extremely likely that he or she will continue to patronize the store for years unless the dry cleaner does something to wreck the relationship.
What appears to be a stable system is the often the least stable. What appears to be safe is often the most risky.
Some hospital attorneys and, therefore, some hospital administrators, believe that every contract for professional services should be subject to a request for proposal (RFP) process.
