Articles
You Can Do Everything Right and Still Lose Patients. Let Me Tell You What You’re Missing
The industry finally agrees on what great healthcare looks like. They just forgot the most important part. Something interesting is happening in healthcare right now. The consultants, the analysts, the health system executives — they're all starting to land on the...
The 11-Second Doctor
Why the most expensive habit in your practice costs nothing to fix There's a number sitting in the medical literature that almost nobody in healthcare talks about. 11 seconds. That's how long the average physician waits before interrupting a patient who is trying to...
Healthcare Burnout Isn’t From Caring Too Much. Science Just Proved It.
I need to tell you something that stopped me cold when I read it. And fair warning, it's going to challenge something you've probably believed your entire career. For decades, healthcare has operated under an accepted truth: caring too much burns you out. We even gave...
If You Can’t Answer These 5 Questions, Your Practice Could Be At Risk
Take this quick quiz to see how well you really know your urgent care's operational health Many urgent care owners manage their practice the same way most people manage their checking accounts—as long as the checks clear, everything must be okay. But running a medical...
The Coming Battle for Patients: They’re Spending Millions on AI. But You Can Beat Them for Free
How Small Practices Can Dominate Markets By Doing What Big Systems Can't: Actually Caring A new report from Sage Growth Partners just dropped, and it reveals something fascinating: 78% of hospital executives are planning to invest millions in new virtual care...
How Being Different Taught Me Empathy
Not because of homework or teachers... but because of my name. Yup, it's true. Every year, the teacher would stop mid-roll call, squint at the list, and hesitate. Then they’d take their best guess… and the class would laugh. Every. Single. Time.I hated it. It made me...
Why Healthcare Sucks At Customer Experience (and how to fix it in 6 steps)
Healthcare is broken and not in the way you think. I’m not talking about insurance, drug prices or medical advancements. I’m talking about how patients feel when they walk into a hospital or doctor’s office or urgent care clinic. Ever noticed how getting an Uber takes...
The Three Simple Keys To Outstanding Patient Experience In Medical Clinics
Let’s be honest — no one wants to go to the doctor. Most patients walk into a clinic feeling some mix of stress, uncertainty, or even fear. That means how we treat them when they arrive matters just as much as the medical care they receive. So how do we improve the...
How I Got Interested in Helping Healthcare Leaders Speak up On LinkedIn
I wouldn’t call myself an expert in social media. I don’t have a YouTube channel, or a podcast on Spotify. I don’t even have an Instagram account. But what I do have is a LinkedIn account with over 6,000 followers made up of healthcare professionals across the...
Are You a Healthcare Desk Jockey Dreaming Of Grabbing The Spotlight As A Public Speaker?
I spent many years at my desk doing the things that healthcare administrators do. But little by little as I attended conferences or workshops, I began to realize that I could probably present various topics as well as the instructors. In fact, I thought I probably had...