Twenty minutes lost to a balky booking system, and the staff already knew. Two questions every leader should ask to find the friction in patient and customer experience.

In today’s episode, we are joined by Nicole Rogas, President at symplr, and Kristin Russel, Chief Marketing Officer at symplr, to discuss the patient / customer journey in a virtual world. Tune in to ...

Like most other small businesses, dental practices are searching for ways to differentiate themselves from the competition. Clinical differentiators are rare (and difficult for patients to truly ...

Medicare Advantage customer service supports a less healthy, higher-need population, indicating that it should be designed and staffed to effectively serve complex, high-need patients. Objectives: To ...

It’s impossible to read any medical practice blog or journal without hearing that “patient engagement” is on everyone’s minds. The more patient engagement you foster, the happier your patients and ...

Great customer service is not simply “part of a practice culture,” and it will not be achieved only by asking the team to be nice to patients. It goes far beyond that. It is a business system that ...

How do you think the pandemic changes customer service in clinical trials? Not in terms of customer experience principles; however, I think there are certain components of those principles now that I ...

Patient experience leader Jennifer Carron explains why healthcare lags in customer experience and how real-time feedback is changing the game. Jennifer Carron, patient experience officer for BJC ...

What is your organization’s philosophy of customer service? Patients first. This is one of the fundamental principles guiding Cleveland Clinic. Patients are our reason for being and the focus of all ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...