Are Unhappy Patients a Blessing or a Curse?
Turning Negative Feedback into Positive Results Do you believe in 100% satisfaction? Or do you acknowledge that all of us have some unhappy patients? We are humans, not machines. Everyone makes mistakes. Your first option is to dispute the mistake (a.k.a. not-so-great patient review) and pretend...
Inside-Outside Marketing
With MIPS (Merit-based Incentive Payment System), patient satisfaction is now tied to profitability. What’s good for patients is good for the bottom line. What a concept! This is nothing new to elective healthcare providers, for whom success has always been tied to Overall Satisfaction (OSAT). We attract...
Gain Higher Profitable Growth with Happy, Engaged Employees
There is a wealth of research about the correlation between happy, engaged employees and better workplace performance yielding higher profits: 2x higher customer loyalty* 2x higher productivity 2x lower turnover In fact, these companies don’t just grow profits, but they do it as much as 3x...
What to Do If You Get a Bad Review
“You can’t please everyone, and you can’t make everyone like you.” These words of wisdom from news anchor Katie Couric also ring true for healthcare providers: while you strive to offer the best possible care, it’s impossible to please every single patient. Eventually, even the...
Using Stats to Improve Healthcare Organization Success
Using performance data as a management tool improves practice success I don’t know about your family, but sports are always on our TV in the background:baseball, football, golf, you name it. Frankly, I’ve never been much of a sports fan, but I love data. I’m more...
How to Use Ratings & Reviews to Manage Your Online Reputation
Medical Industry Myth: We can manage our reputation without a ratings and review strategy. Myth Busted: Not only do you need a strategy, but you need one that doesn’t exacerbate the problem. I never thought I’d be quoting a pirate, but wisdom comes from many sources. Consider...
Understanding the Relationship Between Patient Satisfaction and Star Ratings
Star ratings alone can’t protect you or direct your organization's growth We hear a lot about star ratings these days. Most people in medicine are pursuing 5-star ratings as if all stars are created equal, which is patently false. The key is not the star itself but...
Ratings & Reviews Best Practices for Healthcare Organizations
Myth: All ratings and reviews are considered equal Busted: Consumers demand transparency in the form of ratings and reviews that are authentic, statistically-valid, relevant, recent and consistent. Reviews are here to stay. They’re the new advertising and the most effective organizational growth strategy in years. Consumers reward...
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