How to Improve Inquiry & Scheduling (Pillar 2)
Go Back If patients cannot easily reach you, they may never become your patients. After Initial Exposure, the next touchpoint in the Nine Pillars of Patient Experience Framework is Inquiry & Scheduling. This is where interest becomes action. A patient has found your practice. They may have read your reviews, visited your website, received a […]
The Focused Leader: Building the Healthcare Leaders’ Practices Actually Need
Go Back Most healthcare practice managers do not step into leadership with a clean, quiet learning curve. They step into it while the phones are ringing, the schedule is packed, a provider needs an answer, a staff member is frustrated, a patient concern has escalated, and someone is asking for a report by the end […]
The 8-Second Decision: How Patients Judge Your Medical Practice Online (and 7 Steps to Improve Initial Exposure)
Go Back The patient experience does not begin at check-in. It begins much earlier. It begins when someone hears your name from a friend, receives a referral from another provider, searches for you online, reads your reviews, visits your website, or tries to determine whether your practice is the right fit for their needs. This […]
The First Moment That Matters Happens Before the Patient Arrives
Go Back The First Moment That Matters Happens Before the Patient Arrives Patients decide how they feel about your practice before they ever walk through the door. Long before a patient schedules an appointment, they are forming opinions. They are searching. Reading reviews. Scanning your website. Listening to recommendations from friends, family, or referring providers. […]