by Mary Pat Whaley | Feb 19, 2012 | 12 Ways to Supercharge Your Practice, Amazing Customer Service, Innovation
If physician practices are not currently hard at work creating a strategy for the future, focusing on service expansion, technology, and affiliations, they should get started. Pronto! Physicians have traditionally expanded their service offerings through ancillaries...
by Mary Pat Whaley | Feb 7, 2012 | Amazing Customer Service, Memes, Practice Marketing
Who Is Press Ganey and why are they measuring patient satisfaction? In 1979, Irwin Press, PhD focused his interest on the modern patient experience, the study of which would lead him to become known as a patient satisfaction expert. In 1984, Dr. Press introduced the...
by Mary Pat Whaley | Jan 16, 2012 | 12 Ways to Supercharge Your Practice, Amazing Customer Service, Day-to-Day Operations, Leadership
When do you think about customer service in your practice? When things start heading downhill? You overhear something that surprises you, complaints seem to be on the rise and you think, “time for another customer service seminar.” The problem with this,...
by Abraham Whaley | Oct 3, 2011 | A Career in Practice Management, Amazing Customer Service, Collections, Billing & Coding, Compliance, Medicare & Reimbursement
As we finish off another month here at MMP, we wanted to go back over some of our most popular posts from the month and get us ready for another busy, productive, and meaningful month. Presenting, The Best of Manage My Practice, September 2011! With the weather...
by Mary Pat Whaley | Sep 18, 2011 | A Career in Practice Management, Amazing Customer Service, Day-to-Day Operations, Practice Marketing
I have not always been excited to hear patient complaints. As a younger manager I absolutely dreaded when a patient wanted to speak to me. I felt that I had little to offer a patient who expressed anger or frustration with something that had happened and I was very...
by Mary Pat Whaley | Jun 21, 2011 | Amazing Customer Service, Practice Marketing
My husband and I went to our favorite restaurant for Father’s Day last week and had an unusual, but delightful experience when we were visited by Ruth. We had been to this restaurant a number of times since we moved to Cary last fall, but had never met Ruth. A...
