Knowledge Library

Smartphones and Texting with Patients

Text messaging or SMS (short message service) has become the virtual default method of direct communication in today’s society. As regular mail and even personal emails are increasingly as difficult to find as needles in virtual haystacks, and there is less and less time for telephone calls, individuals who want timely responses are using text messages to communicate- and this expectation is present in healthcare as well. Consider the following statistics: 95% of text messages are read within 3 minutes of being sent. (Forbes) 98% of text messages are read. (Physician Practice News) 91% of US adults 65+ own a...

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Patient Complaints: How to Stop Them Before They Start

Studies show that the leading reasons for patient complaints include: delayed receipt of test results; excessive wait when scheduling an appointment or waiting to see the doctor; staff rudeness or a doctor’s poor “bedside manner;” and billing errors. Anticipating problems and responding promptly to com-plaints can prevent an unhappy patient from threatening to sue or hiring an attorney. How to avoid patient complaints: The best way to avoid patient complaints is to establish a positive physician-patient relationship and nurture the health of the relationship over time. Make a good first impression. Telephone triage, scheduling, and front office staff should communicate...

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