One of our previous clients decided to move on from her group practice to set up her own practice.   After being in town for just a few short years it would be important for her to have a following of loyal patients. For this reason, I decided to research how patients were rating her, and […]
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Recently, the check-in automation company Phreesia invited me to write an ebook on one of my favorite topics: the patient-centered practice. It’s called “Beyond Five-Star Reviews: Why the Patient Experience Matters, and How to Improve It,” and it’s available free with registration — just click on this link. The idea of being more patient-centered and […]
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A new study from the University of Florida found that patients’ rudeness towards their physicians can have a “devastating” impact on medical care. Patient rudeness may play a critical role in medical errors, which by some analyses are now the third leading cause of death in the US. The Florida researchers determined that patient rudeness […]
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Whether you’ve got the deductible reset blues or have simply resolved to keep your schedule as full as it can be in 2016, I’ve got some ideas to share in my new webinar, “Five Tips to Fill the Schedule in 2016.” It’s free (sponsored by Kareo). Some highlights of what will be covered: Reputation management […]
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It’s almost a new year — woohoo!  Resolution time!  Fresh start!  And for many patients, brand new insurance! For many patients with new insurance, it’s also time to shop for new doctors.  When they do, will they find you? By now you probably already know that there are many resources out there to help you […]
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Another day, another news story spotlighting the problems with physician database information — and the impact those inaccuracies can have on patients.  This time, it’s the federal NPI number database that has been revealed as less-than-perfect, as described in this story published last week by the Cincinnati Enquirer/cincinnati.com. The Enquirer’s investigation found that “tens of […]
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Paraphrased from my Management Rx blog: The New York Times reports that the federal government hopes to fix a problem that many citizens complain about: inaccurate health plan directories.  When health plan directories are incorrect, patients can wind up unintentionally receiving services out-of-network, which usually leads to unexpected, significant out-of-pocket costs. The administration is naturally concerned about […]
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If you’ve been among the practice managers and physicians ignoring the ‘fad’ of physician ratings sites, hoping they’ll just fade away eventually, there’s bad news for you in last month’s JAMA: more people than ever are aware of the existence of physician ratings sites.  And more people than ever are using them. As has long […]
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News reports have been trickling in over the past couple of weeks — growing in number — about Medicare Advantage (MA) plans dropping doctors. First, we heard about UnitedHealthcare in CT dropping doctors — then news came out about the same carrier dropping patients in NY, FL, RI, NJ, and, just yesterday, OH.  Sam Unterricht, […]
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We often point out to our followers how important it is to monitor your payer directories and the online physician directories aimed at consumers for accuracy.  Now, from here in California, is more proof of how important it is to do so: Covered California, the state’s health insurance exchange, has just disabled its provider directory […]
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If the doctors in your practice have been practicing for a while, odds are you’ve already got listings in the Vitals.com and Healthgrades.com, the largest online physician directories.  However, there’s no guarantee that those listings are correct — in fact, it is not unusual for these sites to contain incorrect details such as defunct addresses […]
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A recent UC Davis study revealed a surprising finding – an inverse relationship between patient satisfaction scores and health outcomes.  In other words, those most satisfied with their healthcare providers were, on average, sicker and more likely to die than their less satisfied counterparts! As might be expected from these findings, healthcare costs were also […]
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Physicians only need to peek at their ratings on sites like Yelp, Healthgrades and Vitals to realize the unfair truth: patients lump every aspect of their interactions with your practice into their view of your “care.”  Worse, at times it seems like their reviews give more weight to things like staff courtesy and billing hassles than to […]
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Did anyone else catch the recent This American Life episode called “What Doesn’t Kill You?”  It featured a story about comedian Tig Notaro and her four months of sheer hell — which included a harrowing, life-threatening bout with C. difficile, a breast cancer diagnosis, and the unexpected, accidental death of her mother.  Ms. Notaro turned the experiences […]
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Today’s Washington Post has a story about a lawsuit by a dentist against one of its patients.  The dentist had the patient to sign a “do-not-talk” contract prior to treating the patient’s aching tooth, but the patient nonetheless posted a negative review on two sites when faced with an unexpected $4,000 bill. Attempting to control […]
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Media exposure can be a helpful tool for building and expanding your reputation — by sharing your expertise, you can market yourself and your practice without “selling” and without outlaying cash.  However, it can be challenging to make reporters aware of your expertise and willingness to contribute to their stories. HARO — Help A Reporter […]
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So many physicians and practice managers we talk with feel stumped by web marketing.  With so many elements to consider — your website, SEO, advertising, social media, and more — it’s no wonder it can seem overwhelming to tackle it all at once.  But, the good news is, there are little things you can do […]
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Physicians are accustomed to speaking in front of their peers and giving clinical presentations, but don’t assume this makes you a good speaker for a general audience.   Beyond practice makes perfect, here are ten tips to take to the podium: Read your audience. Using appropriate humor can: Warm up the audience; Engage the audience; and Help you relax. Stay […]
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Many healthcare professionals — hospitals and doctors in private practices alike — are fearful about using social media to connect with their communities.  Among other things, they’re worried about privacy issues and regulations (e.g., HIPPA rules).  Yet, with more and more patients coming onto social networks — and, especially, using them to connect with other […]
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Over the past year or two, Google has increasingly emphasized local web pages in its search results — potentially a real boon for medical practices who have amassed detailed information in Google. One of Google’s primary tools in delivering local results is Google Places, a profiling system that pulls information about an organization from all over the […]
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