From Our Blog
Digital Health Insights
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Front-Office Scripting for Common Situations
Scripting has an image problem. But done right it is not robotic recitation, it is confident, tested language…
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Improving the Checkout and Post-Visit Experience
Practices pour effort into the warm welcome and the smooth check-in, then let the end of the visit…
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Mapping the Patient Journey to Improve Experience
You see tasks and departments. Patients see one continuous journey. Mapping it from their side makes the friction…
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Handling Patient Complaints and Grievances Gracefully
Complaints feel like failures, and the instinct is to make them go away. But a complaint is a…
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Handling Difficult Patient Conversations and De-escalation
Angry, anxious or upset patients are part of practice life. The instinct is to get defensive or match…
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Advance Care Planning Conversations
Some of the most important conversations in medicine are the ones practices most avoid: talking with patients about…
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Breaking Bad News: Delivering Difficult Diagnoses
Few moments in medicine are harder, or more consequential, than telling a patient something they do not want…
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The New Patient Welcome Experience That Wins Loyalty
A new patient decides within minutes whether this is a practice they will trust and return to. Yet…
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Telephone Triage: Handling Patient Calls Safely
Every day staff make judgment calls about patient phone concerns. Done well, triage routes patients safely; done inconsistently,…