Is Your Front Desk Killing Your Business
I just came across this post on Facebook: “Hi friends – Help! I’m looking for a new primary care physician. Ours is fantastic (name deleted), but his office manager is [...]
When Culture and Strategy Collide
When Culture and Strategy Collide This article, by Jake Poore, is currently featured in the July/August 2015 issue of HeathCare Executive Magazine, a publication of the American College of [...]
Taking Customer Service to New Heights
At 35,000 feet above the earth, moving at 550 MPH, I open my laptop and get busy to work. Suddenly, a nice person walks by and says, “Excuse me [...]
Which Patient Belongings Bag Would YOU Prefer?
When talking about the patient experience, it’s important to remember that it’s often the little things we take for granted that can leave the biggest impression. For instance, healthcare [...]
Healthcare Car Lot
A post by ILS team member, Eric Kidwell: One of the things that makes healthcare so different from anything other business is that very few people are competing on [...]
Coffee Talk
Sometimes a very simple thing can show empathy and caring in a way that feels small but is really important. For example, I was at a Panera Bread in [...]