Like a dry cleaner, healthcare providers have to screw up to lose a customer’s loyalty.
Customer Service
How to Put Your Finger on the Scale of Patient Satisfaction – Medical Group Minute
Patient satisfaction surveys are becoming a real part of reimbursement, driving a significant percentage of money.
Do What You Say You’re Going to Do – Podcast
“…don’t worry, we’ll have your blog back up by 1:00 p.m. Pacific time on the 28th.” -Network Solutions Employee
How to Put Your Finger on the Scale of Patient Satisfaction
Learn how small changes can significantly boost patient satisfaction in healthcare settings through effective perception management.
Do What You Say You’re Going to Do
Learn from experiences with commitment. See how fulfilling promises can strengthen your business relationships.
How to Build A Whistleblower – Medical Group Minute
When I was a kid, I built models, usually of airplanes and of cars.Some hospitals and medical groups build whistleblowers.
How to Build a Whistleblower
Learn how to build a whistleblower program with secure reporting channels, anti-retaliation policy, and oversight for healthcare organizations.
Flying First Class Medical Care – Podcast
Although airlines have a lot to learn about customer service, they do serve as a model for pricing strategy in healthcare.
Do You Know What Costco Pharmacy Doesn’t About the Lifetime Value of a Customer?
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.
Idiocy of the RFP Process for Professional Services – Podcast
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