Patient Experience

Texting with Patients – Good Idea?

Texting with Patients – Good Idea?

In a 5/16 Physician’s Practice blog post, the author, Erica Adler writes about the benefits and considerations of physician’s text messaging with their patients. Some of the concerns Adler cites in her article include: 1.  Physician Contact – If patients are texted from a providers cell, one risks patients’ obtaining access to the provider’s cell number, which, beyond physician...

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When Office is Closed, Sorta…

When Office is Closed, Sorta…

Last Thursday my friend had an appointment with his doctor at 7:30pm. My friend usually runs late, so I wasn’t surprised when he abruptly ended our phone call in order to call his doctor to report he was running late. He called the doctor’s office only to be informed that the office was closed for the night. At his insistence, the call center operator dialed a private line within the...

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Portals – Are We There Yet?

Portals – Are We There Yet?

We’ve been involved with patient portals for over a decade. We recall early articles reciting survey results. In one early memorable article, a survey by Harris interactive indicated that of patients who had internet access, 78% of patients want to use the internet to communicate with their doctors.  But, are we there yet? Last month, we read another article. Guess what. 78% of patients...

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The Impact of Good Customer Service on Patient Experience

The Impact of Good Customer Service on Patient Experience

One of folks we follow on twitter @RaganHealth, posted a story where one of their bloggers (Jessica Levco) had to go to an ER for an eye issue.   She was undecided between two local hospital ED’s, and was trying to decide where to go. “Then, I narrowed my choice to two big-name hospitals in Chicago, both of equal distance from my condo and of equal reputation. Figuring out whether my...

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