Personalized, customized service has become the norm in our lives as consumers. We’ve come to expect even everyday items like coffee and sandwiches to made to our specific preferences. But when we’re talking about the administrative side of the patient experience, customizing can seem like a much bigger deal. With so many other demands on […]
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Are some jobs at your medical practice just too urgent or important to assign to specific people? That’s the argument some practice managers and physicians make, e.g: “Phones need to be answered by the first available person, whatever their job” “Everyone should keep an eye on the fax machine, and deliver faxes they see piling […]
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The idea of ‘nudging’ in behavioral economics gets a lot of play in healthcare. But most of the attention is on the public health/patient side — i.e., how to persuade patients to do what public health administrators believe is best for them.  These ideas often focus on negatives and can be controversial — prompting cries […]
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