When it comes to service recovery, four words can be like throwing gasoline on a smoldering fire, turning an irritation into a full-blown conflagration. When one of your employees says, “That’s not my department,” the customer hears: Don’t bother meNot my ...
There’s little doubt that virtual visits are here to stay, and for good reason. Consumers appreciate the convenience and added level of safety while we navigate the pandemic. While patients have been thrilled to have the online option, there is no ...
Posted by Kristin Baird You could say it’s false advertising, but maybe it’s that health systems suffer from a case of “We’ve-always-done-it-this-way” that keeps them from being truly patient-centered. One of the best examples of this is when clinics schedule appointments ...
Healthcare is moving at an unprecedented pace. Mergers, acquisitions, downsizing and even social media comments hit the news and the community buzz begins. During times of change, every organization needs to tap into its greatest resource – its workforce, to ...
Posted by Kristin Baird In today’s world of digital communication, consumers share everything from photos of their food to gross videos of bodily functions. Snapshots and videos from medical facilities are among the frequently posted images online. Unfortunately, the medical facility ...
