How Well Do Parents Know What You Do As a Pediatrician?

During the summer months, I posted on our practice's Facebook page, a note encouraging parents, to schedule their children's wellness visits. Although the message was for our entire Facebook community, I wanted to catch the eye of parents with teenagers. Don’t know how well you manage teens in your office, but in our office, we have decent wellness visit numbers with younger patients. The teen population? Not so much. Once the teen years … [Read more...]

A Vital Aspect Of A Medical Practice That Practice Managers Cannot Afford To Overlook

When we talk about managing our practices more efficiently, we think about negotiating with insurance companies, proper coding, practice financials, revenue per visit, E&M code distributions and a bunch of other objective things. I find it interesting, however, that we put so much focus on maximizing revenue and minimizing cost, but ignore a topic that far consumes our time. And arguably is more important to the "health" of a pediatric … [Read more...]

Customer Service Axioms For Your Pediatric Practice

Have you noticed that everybody knows how to deliver exceptional customer service, except those that actually do? We're all customer service connoisseurs. We all can recognize excellent service. And we are even better at pointing out bad service. But when it comes time to execute, most fail. I think that the reason customer service is hard to execute, is not because we don't know how to, but because we easily forget. We often get wrapped up in … [Read more...]

Lessons in Customer Service

One of the hardest thing about customer service, in my mind, is the unpredictability of people. If we knew how people will react, then customer service would be a science, instead of an art. That is why when I'm dealing with an irate parent, I try to remind myself not to have any preconceived notions.  I try not to make any assumptions about the caller or the situation. Because no matter how many times I've talked to parents, I almost never … [Read more...]

Gift Cards, MRIs and Customer Service

Last week I had to go to the hospital to get an MRI. My appointment was at 11:30 and as any outstanding member of the healthcare community would do, I arrived at 11:25. After I was registered, I was taken back to the imaging waiting area where I waited about 30 minutes before the tech showed up. The tech was very courteous. She asked a series of medical questions and then she reviewed the process and allowed me to ask questions. She even … [Read more...]

Four Tips To Improve Customer Service In Your Medical Practice

In our practice, customer service is a corner stone of our core value as a company. We feel it is one of the easiest and less expensive ways to distinguish our selves from other health care providers in the area. I always say to our team members, "the Amoxicilin we prescribe in this office is the same Amoxicilin that the practice down the road prescribes. The Prevnar we give out here is the same Prevnar other practices give out. For the most … [Read more...]

The Promise, What Your Medical Practice Can Learn From L.L. Bean

Last year I bought a new jacket from L.L. Bean. I had only been using it for about month before I found a small tear in it. I'm not entirely sure, but I think the tear happened when I was putting my son's hockey skates on. The blade must have sliced through the fabric. A few weeks later, I was at the L.L. Bean store buying a present. As I was paying, I said to the lady, "… you know, I got this jacket a couple of months ago and this little tear … [Read more...]

Twelve Customer Service Rules

Lately, we’ve been getting customer service complaints at our practice. If you’ve read my post in the past, you know that customer service is a huge thing for me. So admitting we’ve been having customer service issues is a big deal. But this blog isn’t only about our successes as a medical practice, but also about our challenges, lessons learned, and how we’ve dealt with those challenges.  If you notice up at the top of this page, the … [Read more...]

We All Get 10-Stars

Over the weekend, my family and I went to eat to a restaurant we had not been before. It was a very nice, fancy, chic place. After settling in, we discovered there was no kids menu. The restaurant was elegant, but it wasn’t THAT kind of restaurant. I took away one star. Trying to get our order just the way we wanted was difficult. Apparently, they frown upon any type of substitutions and for the most part, they were unable to accommodate … [Read more...]

Is Your Medical Practice “That” Office?

Everybody has that guy or that restaurant or that clothing store. And most people like to talk about that guy, that restaurant or that clothing store. They want you to experience what they’ve experienced. You know what I’m talking about… When you are at a friend’s house and you mention, “I’m looking to paint the house.” And someone says, “I know a guy that can paint your house. He's great! Just let me know, and I’ll give you his … [Read more...]