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November 24, 2015


Though many people think of this time of year as being filled with parties and holiday cheer, the end of the year can be a very stress-filled time in many offices. To help you survive the end-of-the-year insanity, here are five simple steps you can use to keep your cool and survive the year-end craziness in your office:


For many people, the holidays are a time of sadness and reminders of loved ones lost. You never know what a co-worker is experiencing at any moment, and their terse response probably has nothing to do with you at all. Remember to give your colleagues the benefit of the doubt rather than instantly assuming a defensive posture. A little kindness and understanding goes a long way this time of year.


A lot of year-end reports or projects feel as if they must be done before the holidays, but an honest assessment might show that they can actually wait until after the new year when things have calmed down. Assess the priority of each project that is causing you stress and determine what the actual timeline can be for it. You may find the pressure you’re feeling is mostly self-inflicted.

Tagged Topics: Tips & Best Practices | Tip Tuesday

November 23, 2015

5 Tips for Holiday Practice Marketing


It can be tough for a small business to compete with major marketing efforts this time of year, but there are still some creative approaches your office can employ that remind your patients of your presence as well as building good will throughout the year. The following are some simple techniques you can use to capitalize on the spirit of the season while keeping your name in front of current and prospective patients:

#1 Sponsor a Food Drive

Of all the activities that go on during the holidays, a demonstration of goodwill perhaps is most influential. A food drive is easy to organize, and the donations are guaranteed to help those most in need. You can post flyers, send out email or text messages, and put signs in your windows to advertise your collection. Coordinate with your local food bank (many will deliver boxes for collection and then pick up your donations for you), and then promote your collection dates and times.

#2 The Cost of a Stamp

Greeting cards during the holiday season are a friendly reminder of your services for your patients, your vendors and suppliers. You can include a coupon for a discount or a card to refer friends or family to your office. Not only are you creating a personal connection at an important time of year, but you are keeping your office at the forefront of your patients’ minds. If the holidays are too chaotic, consider sending a New Year’s card to remind patients of their New Year’s resolutions to take better care of themselves. Of course you can also choose to send a holiday e-Newsletter to stay connected to your patients at this time of year instead.

Tagged Topics: Tips & Best Practices | Marketing Monday | Patient Engagement | Newsletters & Patient Education | Social Media | New Patient Acquisition

November 17, 2015


Most healthcare professionals have a basic understanding of the communications cycle:

  • The sender expresses a message
  • The recipient receives and interprets the message
  • Feedback to the sender reflects understanding/misunderstanding of the message

It seems simple enough, but we know from experience that the communications process is much more complex than this. For example, it is generally believed that up to 93 percent of communication is nonverbal (38 percent tone of voice, 55 percent body language), leaving only seven percent of communication being dependent on words.

Understanding these important statistics, it is crucially important for healthcare providers and staff to be aware of common situations and how their own communication might be interpreted by patients.

  • A receptionist reading a chart intently is a little slow to greet a patient. What is communicated to the patient is: “I see you standing there, but if I stare really hard at this chart, I can avoid dealing with you for another minute.”
  • A nurse or doctor refers only to the chart. What is communicated to the patient is: “I don’t remember your name and I’m so busy I won’t bother to try.”
  • Check-Out staff is talking while patient waits in line. What is communicated to the patient is: “My American Idol discussion is more important than helping you at the moment.”
  • Tagged Topics: Tips & Best Practices | Tip Tuesday | Patient Engagement

November 16, 2015


Sometime within the last ten years, someone advised you that you needed a blog for your business, right? All these years later, you may occasionally ask yourself why this was a good idea, especially on those days where your inspiration is lacking for more effective ways to engage patients. The truth is, now there may be a new reason for you to continue updating your blog, (or to begin blogging if you haven’t already,)...LEADS.

Today’s post is an extension of our previous post–5 Reasons Why You Need a Practice Blog. If you are new to blogging and we were able to convince you that it’s a smart marketing technique, you took action and now need a little guidance to keep moving forward, these suggestions will help.

If you are a seasoned blogger, but are looking for new ideas on how to use your blog to more effectively engage existing patients, reactivate those that have slipped through the cracks and even generate new patients, we might be able to inspire you.

Yup - your blog could be the solution to the above mentioned challenges you may be experiencing and even a tool for engaging new and potential clients in ways you may not have considered before. By making the focus of your blog lead generation as well as for providing information, you can begin to develop and expand your patient base. The five following techniques should help you to see an increase in leads all from simple changes or implementations to your blog:

Tagged Topics: Tips & Best Practices | Marketing Monday | New Patient Acquisition | Secure & Protected | Newsletters & Patient Education | Recare & Patient Reactivation

November 10, 2015



We are all taught as youngsters that it’s polite to say thank you when someone does something kind for us. Unfortunately, that form of common courtesy often gets lost in the stress and chaos of the modern workplace. There are many excuses, and most of them even make sense in the moment, but surveys conducted by Globoforce and other workforce recognition companies discovered that almost a third of employees nationwide felt unappreciated and were considering other employment as a result - even at the risk of job security.

This level of dissatisfaction contributes to higher turnover rates which ultimately cost your practice money and time in terms of training and efficiency. Most employees aren’t looking for significant rewards (such as cash or gifts), but just the day-to-day acknowledgement and appreciation of a job well done. The simple but important truth is that EVERYONE wants to feel appreciated, and it’s very easy to show appreciation to patients and staff alike. Here are some of the simple and effective ways you can say “thank you” to those who matter:

#1 - Say Something Nice - How hard is that? Well, sometimes the easiest things are the easiest to overlook. And sometimes it’s an awkward or uncomfortable thing to do. So here are some easy guidelines to follow: be personal and specific; make the time to say “thank you” instead of making it an afterthought; stop, look, and truly listen to the other person so they know you are sincere.

#2 - Be Consistent - Offering thanks regularly shows patients and staff alike that you are sincere. You can use the Solutionreach Unlimited Messaging to send follow-up notices to patients as a means of showing your appreciation and asking for their feedback. By creating a climate of recognition and thanks, you demonstrate the value that staff and patients have to you.

Tagged Topics: Tips & Best Practices | Tip Tuesday | Patient Engagement

November 9, 2015

5 Reasons Why You Need a Practice Blog

When somebody says the word ‘blog’, do you find yourself begin to tune out because you know you should know what a blog is and why people or businesses use them…but you don’t? And even though you’re not sure why, you probably also realize that your practice should have one…but it doesn’t. Or maybe you still need a little convincing…

Yes, blogging has been a trend that has been around for quite awhile, however, if you are someone who is a bit lost about why practices are bothering to blog and what they are blogging about, you are not alone. How about if we answer a couple of basic questions that may help you understand the reason for this trend and encourage you to jump aboard the Blog Train?

Why Would a Healthcare Practice Need a Blog?

  1. It’s FREE and Easy. A blog is a great way to market your practice and the best part is it’s free! And, despite what you may be thinking, you don’t actually have to be a computer genius to have and keep up with a blog. It’s actually quite simple. There are plenty of options out there for hosting your blog, and this capability could likely be built-in to your website already. If your website is hosted on WordPress, which is a very user friendly website hosting platform, you should have the option to blog there as well. If you aren’t using them to host your website, they also offer the option to just host a blog without a requirement to use them to provide your website service.

  2. Establish Your Practice as the Expert in Your Area and Field. Why would it matter if your practice is considered the expert practice in your local community? How do people feel about experts? They trust them, right? If you don’t trust your provider, why would you continue to be a patient of theirs? The more education and resources you can provide your patients and your community with, the more likely they are to stay your patients and tell everyone they know about how helpful your practice has been, even in between their regular and required visits! Don’t think you have to be a talented writer to post to your blog–just simply and genuinely report practice news and events or keep your patients up-to-date with current, trending and important health related issues.
  3. Tagged Topics: Tips & Best Practices | Marketing Monday | Patient Engagement | Newsletters & Patient Education | Social Media | New Patient Acquisition

November 3, 2015


In an era that sees efficiency as the ultimate business practice, many healthcare providers are returning to old-school customer service techniques in their offices. Why? Because super-efficiency can sometimes have very negative consequences. Often times the price of efficiency is the loss of a quality patient experience. With the advent of rating programs such as Healthgrades, patients are able to look at patient experience information and determine if they believe an office will provide them with the quality care they want to receive. If an office rating says “highly efficient, very impersonal” that patient may look elsewhere for care.

Your office may have a very a successful operation - from reception desk to check out station, and everything in between - but if it’s lacking a human touch, you are jeopardizing existing patient relationships as well as potential new patients who are searching for the kind of care your office provides.

Efficiency often breeds the approach that everything is strictly routine, and that staff perform the same functions dozens of times each day. However, for the patient, this isn’t the case at all. To each patient, their health issue is neither routine nor common. From their point of view, their issue was serious enough to seek the assistance of your office, and they are seeking the advice of those who will care for them throughout the resolution process of the issue.

Tagged Topics: Tips & Best Practices | Tip Tuesday | Patient Engagement

October 27, 2015

10 Terrific Tips for Promoting Teamwork to Operate at Maximum Efficiency


Whether you work for a small, private practice, or a large, multi-provider clinic, implementing a few simple guidelines and strategies can make your job much easier and can help your office runner smoother. Here are 10 tips for promoting professionalism, and improving productivity and teamwork:

  1. Set a good example for your staff (and for your docs!). Leading by example is one of the best methods for building morale, curbing discipline issues, and keeping things flowing. There are several things that go into setting the example: dressing professionally, arriving on time and staying the full shift, pitching in to help out, demonstrating professional and courteous service to patients, and respect for those you work with. When you set the pace, your staff (and docs!) will follow.

  2. Don’t manage from inside your office. To facilitate leading by example, create a work station that’s located near your front desk area. Reserve the private office for one-on-one meetings and sensitive information. Good office management requires interaction. Office management includes both sides of the counter: patients and staff. In order to know how things are working, you have to see them. You have to interact with staff, greet patients, ask how things are. If you’re locked inside an office, you can’t observe or interact to gather that information.

  3. Cross train yourself and other staff so that your patients never hear, “That’s not my job.” In a busy office, everyone has a specific job to do. But when things get crazy, or someone calls in sick, that cross-training can save stress, keep patients happy, and make sure that your office procedures are followed without issue. Not everyone will be completely proficient at every job, but covering the basics (computer programs, check-in check-out procedures, etc.) will ensure reduced frustration for everyone.

  4. Use an appointment reminder service to relieve the burdens and responsibilities of your staff. Appointment reminders have been shown to reduce no-shows by about 80% which will ensure your schedule stays fuller and your revenue doesn’t suffer unnecessarily. Using appointment reminders will also boost patient satisfaction and loyalty by providing them with convenient, non-invasive communication that can be customized to fit each patient’s specific needs and schedule.
  5. Tagged Topics: Tips & Best Practices | Tip Tuesday | Patient Engagement | Social Media | Secure & Protected

October 20, 2015


Even with all of the technological advances in our modern healthcare offices, most of your customers’ or clients’ first experience with your office will be on the telephone. Because of this, it’s critical that front office staff use excellent etiquette when speaking to patients or potential patients on the phone. This level of professionalism can make an enormous difference in how you are seen by current or future patients.

Rules of Phone Etiquette
These are pretty simple, but being aware of them goes a long way toward providing excellent customer service.

Rule #1: Speak Loud and Clear
If you use a traditional phone and handset, be sure that you’re speaking directly into the mouthpiece. This ensures that your voice carries clearly through the line and ensures the person on the other end that you are paying attention and ready to assist them. If it’s important to have both hands free while answering the phone, consider purchasing a headset rather than propping the handset on your shoulder.

Tagged Topics: Tips & Best Practices | Tip Tuesday | Patient Engagement

October 16, 2015

Solutionaries from Across the Country Unite During Month of Charity 2015

In Support of the Leukemia and Lymphoma Society


From homemade caramels and a pancake breakfast, to mouth-watering bake sales, Plinko, and even a pay-to-peg-the-management with water balloons event, Solutionaries went above and beyond to support the Leukemia and Lymphoma Society for the second year in a row in finding a cure for blood cancers.

Solutionaries divided into teams to compete in the epic Coin Wars in hopes of exceeding last year’s donation of over $31,000 to the LLS. After a month-long effort and engaging in healthy and somewhat (more like extremely) competitive activities, #MostlyForTheChildren #ButAlsoForTheBraggingRights, we managed to nearly double that number by raising more than $50,000! And Team #1 was not too proud to brag about being the victors of the 2015 Coin Wars.


Tagged Topics: Success Stories

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