Virtually every patient satisfaction survey reveals patients’ dissatisfaction with getting through on the phone to their healthcare provider. Phone trees should be a helpful bridge not an impenetrable wall. Careful planning and utilizing phone tree best practices improve your system and your patient satisfaction. When is the last time you called your office phone tree? Try it out and be honest with your feelings and assessment of the experience. These issues have been attacked from many different angles … [Read More...] about Phone Tree Best Practices
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How Will the CARES Act Affect You?
The CARES Act was passed on March 27, 2020 to provide economic stimulus and relief related to the COVID-19 pandemic. As a result, our … [Read More...] about How Will the CARES Act Affect You?
Why Patient Engagement Really Does Matter
The practice of great medicine includes a hefty dose of patient engagement because excellent medical care requires a partnership to achieve … [Read More...] about Why Patient Engagement Really Does Matter
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Case Study: The Effect of Patient Engagement on Medical Practice Efficiency
Dr. A and Dr. B have been partners in a medical practice for a long time and see a similar patient population. However, they manage patient … [Read More...] about Case Study: The Effect of Patient Engagement on Medical Practice Efficiency
Leaders Have Difficult Conversations
Doling out praise is easy, or at least it should be. Those on the receiving end almost always take good news well. Having a difficult conversation, … [Read More...] about Leaders Have Difficult Conversations
COVID-19 Will Change the Medical Workspace: Back Office Design
Our offices probably never will be the same after COVID-19 and in truth, our practices shouldn’t be the same. In fact, our offices should have been … [Read More...] about COVID-19 Will Change the Medical Workspace: Back Office Design
Personal Cybersecurity Tips 2021
Physicians and practice managers are constantly reminded by the media about how important cybersecurity is to their medical practice. The news is … [Read More...] about Personal Cybersecurity Tips 2021
SP Complains Publicly About the Practice
SP has been a patient in the practice for several years and comes once a year for refills; he rarely calls. Recently, SP’s appointment had to be … [Read More...] about SP Complains Publicly About the Practice
Managing Phones, Emails, & Texts
Communication is essential to success Telephones—even smartphones—are not communication; phones are tools that we use to communicate with patients, … [Read More...] about Managing Phones, Emails, & Texts
Case Study: Leadership Means Finding the Source of Problems
SQ is a loyal employee who brings a positive attitude and is always on time and willing to help out. Recently, however the office manager found SQ's … [Read More...] about Case Study: Leadership Means Finding the Source of Problems
Preventing Fistful of Dollars Embezzlements
Lucrative embezzlement schemes perpetrated by individuals trained in the management of your books are very real threats. This is not just the stuff of … [Read More...] about Preventing Fistful of Dollars Embezzlements
Case Study: PT Manages the Practice Without Building Relationships
PT, a new office administrator for a practice, has been in the position for nine months. The physicians are all pleased with how PT shares business … [Read More...] about Case Study: PT Manages the Practice Without Building Relationships