Instant Patient Feedback: The Key to Driving HCAHPS

By Tod Baker | Jun 14, 2017 8:00:00 AM

For more than a decade, healthcare organizations have depended upon the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Survey as a measurement of patient perceptions of their care. The survey delivers patient experience data compared against a national standard and helps hospitals pinpoint some areas where care could be improved.

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Is There a Connection Between Patient Experience and Physician Reimbursement?

By Tod Baker | May 24, 2017 8:00:00 AM


From scheduling an appointment to the in-clinic visit, there are multiple customer service touch points that affect the patient experience and a patient’s perception of their physician’s provision of care.

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3 Simple Ways to Improve Patient Relationships (and Improve Physician Brand)

By Tod Baker | May 10, 2017 8:00:00 AM

In 2016, we analyzed 297 negative patient comments about physicians in a single client practice over a 12-month period. We found that in more than 60 percent of the negative comments, patients cited a lack of emotional connection with their physician as a reason for a poor patient experience.

To prevent these bad experiences, physicians would do well to develop strong interpersonal relationships with patients. Doing so can improve retention and acquisition, considering 72 percent of consumers and patients who go online select or deselect a physician based on their ratings.

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5 Physician Marketing Strategies That Help You Retain Your Patients

By Tod Baker | Mar 15, 2017 8:00:00 AM

A 2016 BrightLocal study revealed that just five percent of people don’t research businesses online before giving them their business—and healthcare organizations are no exception. From the time your patients walk through the door, they hold expectations about your physicians based on what they’ve read on third-party review sites.

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5 Physician Marketing Tips to Attract New Patients

By Tod Baker | Mar 8, 2017 7:01:00 AM

In 2015, expenditures on physician and clinical services (payments for services) grew 6.3 percent to nearly $635 billion, according to the Centers for Medicare and Medicaid Services. By 2025, health spending is expected to grow at an average rate of nearly five percent per person per year.

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Patient Experience: The #1 Driver of Success

By Tod Baker | Jan 27, 2017 7:00:00 AM

“Patient experience” is more than a marketing buzzword. It’s the No. 1 driver for success in today’s consumer-driven healthcare market. As I like to say, deliver a good patient experience and the rest will take care of itself.

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3 Physician Practice Management Strategies to Increase Quality of Care

By Tod Baker | Aug 2, 2016 6:30:00 AM

Everything is changing in the way physicians are being reimbursed. They are under stress from all sides, and many are finding it hard to hold on to their practices because of the difficulties in meeting the basic requirements needed to break even in a value-based reimbursement healthcare market.

What made a valuable physician in a network under fee-for-service will not prove valuable in a network based on value-based care. High-volume physicians with poor patient satisfaction or low-quality scores will be detrimental to a network’s financial success in a value-based marketplace.

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How to Perform a Healthcare Quality Assessment for Patient Ratings

By Tod Baker | Dec 8, 2015 12:45:00 PM

Patient satisfaction is fast becoming a make-or-break factor in today’s healthcare. It is heavily factored into value based care reimbursement measures and is an obvious boon to an organization’s reputation and advertising strategy in an ever-increasingly competitive market. Read More >

How Hospital Operations Management Affects Patient Experience

By Tod Baker | Oct 22, 2015 9:35:00 AM

The Beryl Institute
 defines patient experience as "the sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care." Read More >

How Health Analytics are Key to Improving Patient Satisfaction

By Tod Baker | Sep 15, 2015 9:30:00 AM

Does it feel like the sands keep shifting beneath your feet? If you're trying to keep up with recent changes in healthcare reimbursements, you've probably had that feeling. And you're not alone. Read More >
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