You may have come across the term, "patient experience" lately and assumed it is equivalent to "customer experience" in other industries. Although there are similarities between the two terms, there are also major differences. Everything that happens in a customer experience is applicable to the patient experience, says Jason Wolf, president of The Beryl Institute, a global … [Read more...] about What is the ‘patient experience’ like at your medical practice?
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Quick tips to deliver useful, easy-to-use financial reporting
To succeed, the office needs financial reports. And it is the manager's responsibility to see that the doctors pay attention to those reports, that they understand them, and that they take action to keep the numbers on the right track. Thus, it is not just the reports but how they are drawn up and how they are presented that makes the difference. Every day is best … [Read more...] about Quick tips to deliver useful, easy-to-use financial reporting
How to end the jealousy when a sharp newcomer threatens longtimers
A tenet of management is "people require care." And nowhere is that more evident than in the situation where a bright-eyed, eager, and well-qualified new staffer comes in and threatens the long-term staffers. The cure is recognition, says Venus Opal Reese, PhD, of Creation Consulting Practice, a firm specializing in professional and business development. And it has to come … [Read more...] about How to end the jealousy when a sharp newcomer threatens longtimers
For good marketing, try an open house
Want a marketing approach that's both effective and inexpensive? Try an open house. It's an open sales opportunity, says Robin Samora of Let's Make You Shine, a Boston marketing firm for medical practices and small businesses. It can achieve a number of good things: Introduce the practice to prospective patients Introduce new physicians Show off the expertise … [Read more...] about For good marketing, try an open house
Could your boss be the next Dr. Oz?
The medical practitioners in your office are more than knowledgeable; they are thought leaders in their respective fields. So why not share their expertise, and market the practice in the process? Seeking information People actively seek medical information. Indeed, medical websites are among the most highly used sites on the Web, books by physicians and other medical … [Read more...] about Could your boss be the next Dr. Oz?
12 signs you are about to lose your job
Call it denial. Call it turning a blind eye to what’s going on. But even the most business-savvy manager can fail to see when the job is in jeopardy. People think it will happen to everyone else but not to themselves. Managers might be observing negative goings-on in their medical offices without cluing in that their jobs are on the line. The only way to stay safe is to … [Read more...] about 12 signs you are about to lose your job
HIPAA security can fail if the office doesn’t take common-sense precautions
No matter how tight its HIPAA privacy procedures, if the office isn't also focusing on common sense, the patient data is wide open to compromise. "That's because we do things we don't think about," says Rosemarie Nelson, a principle with MGMA practice management consulting in Syracuse, NY. "It's not hackers trying to get at the office's data" that the manager needs to worry … [Read more...] about HIPAA security can fail if the office doesn’t take common-sense precautions
Potential hires meet with staff as part of job interview
Because a job interview produces a lot of pat answers, one medical office manager sends potential hires out to spend 15 minutes with the staff they will be working with. What takes place are "the little conversations that employees have with one another," she says. And the outcome is information no formal interview can uncover. For that reason, the time with staff has … [Read more...] about Potential hires meet with staff as part of job interview
Austin practice showers staff with appreciation
As a busy practice administrator at Capital Otolaryngology in Austin, TX, Sangita Lakhia has a difficult time keeping track of the "special days" – admin assistants week, nurses day, sleep tech day, surgical tech week, and so forth. "I also felt bad giving a gift or breakfast to just one department and not others," she tells Medical Office Manager. So Lakhia decided to drop … [Read more...] about Austin practice showers staff with appreciation
Try these no-cost ways to boost staff morale
To have good employees, an office "has to treat people right," says Sabrina Hebert, manager of Northlake Surgical Associates, a five-physician, 12-staff office in Covington, LA. And her office does that by giving benefits that are a bit out of the ordinary, are well appreciated – and cost little or nothing. The favorite is gift cards. At $0 cost. Herbert buys them with the … [Read more...] about Try these no-cost ways to boost staff morale