JOHN SHUFELDT, MD, JD, MBA, FACEP Maybe you read my columns in the two previous issues of JUCM and had a brief moment of self-awareness. Maybe one of your co-workers put them in your mailbox. Did you actually ask your co-workers and subordinates if you were the “cancer” I was talking about? They are not going to be honest. They care little about you and fear for their jobs, and so, are hardly going to …
Read MoreToward a Happier World: The Art of Patient Service
JOHN SHUFELDT, MD, JD, MBA, FACEP Customer service is a trendy theme in virtually every business these days. However, the gap between “woulda, shoulda, coulda” and reality is invariably significant. Simply put, the concept of customer service is given universal lip service, but it is rarely incorporated into the fabric of an urgent care clinic. An effective patient service program requires five core elements: planning, training, execution, evaluation, and reward/recognition.
Read More