Posted in Marketing, Service Excellence, Strategic Development on Sep 1st, 2010
In addition to the normal things that would help maintain referrals, like good patient care and customer service, a few additional hints are offered. Get a printed physician directory for the main hospitals that you are on staff at, preferably with pictures. If there isn’t a published one, print it from the hospital website. This is [...]
Posted in Marketing, Service Excellence on Aug 31st, 2010
How many dozens of forms does your practice have? Were they developed over the years by different people? Are they photocopied? Do they have the practice logo on them? Prescription pads, fax cover sheets, and forms from the practice need to be consistent and have the right look. Be careful that they follow the same [...]
Posted in Marketing, Service Excellence on Aug 31st, 2010
Have you ever called the main line at your office to see how it is answered? Are you placed on hold? Is your staff friendly? Can you understand what they say? The voice on the other end of the phone is often a patient’s first interaction with your office. They start forming an opinion of the [...]
Posted in Service Excellence on Jul 22nd, 2010
As I was rummaging through my “to do” box, I found some notes from an ACHE North Texas Education event that I attended back in March. The title of the event was Reinventing Customer Service in Healthcare. Here are a few ideas: -When a nurse/MA walks into a room, introduce themselves with a real introduction. “Hi [...]
Posted in Marketing, Service Excellence, Strategic Development on Sep 18th, 2009
It is absolutely vital that the hospital CEO be actively involved. The CEO will need to support the sales effort and hold the Managers, Directors, VPs, and O’s responsible for taking action on issues that are presented. In addition to the CEO, the program needs strong support from the rest of hospital administration. This must be [...]