About 90 percent of healthcare practices lose new patient opportunities, and money when they answer the phone. That makes the front desk the second most critical job in any healthcare practitioner’s office. Of course, the top job under your roof is that of the practitioner or practitioners. But the front desk is the vital connecting […]

Serious discussions about patient experience often gravitate to how “satisfaction” enhances the overarching goal of delivering exceptional patient care. On one level, a patient “feels good” about the encounter when the clinic and/or the practitioner has empathetically met their needs and their expectations. On other levels, patient-practitioner communications channels are open, and a sense...

Believe it or not, most of what patients want most from their healthcare practitioner doesn’t have a big price tag or super-deluxe clinical credentials. In the future, a sleek new practitioner’s office and warm environment would likely be appreciated. But patient surveys and focus groups aren’t looking for fresh architectural design. The future healthcare practitioner’s […]

A brief and timely personal note is a highly effective technique to help healthcare professionals inspire patient satisfaction. We are bombarded daily with electronically conveyed messages; email, television and radio broadcast and even computerised billboards. There’s a generation of young people who text friends more frequently than using the phone. But a handwritten note has become […...

I know from experience in working with healthcare marketing clients throughout Australia and internationally that every situation requires a unique and proven approach to achieve closely defined marketing goals and objectives. Below is the final common-to-classic healthcare marketing and advertising mistakes that I have encountered over the years. Insufficient (or excessive) budget. There’s noth...

The secret to getting it right in healthcare marketing and advertising is essentially two-fold. Regardless of size, multi-location practices or individual practitioner, the challenges involve many constantly moving business and practice considerations. One side of the coin is the application of professional experience to create an ethical healthcare marketing plan that attracts the patients and c...