I'm OK, You're OK! But that's not what it says online

So, as a professional many folks are not used to Internet boos and cheers.  Physician review sites such as Vitals.com, HealthGrades.com and DoctorScore.com give patients the chance to let the world know what they think about the doctor, the office and the staff.  Ignoring bad online reviews won't make the comments go away. Instead, respond online and address the issue at the review site and on the clinician's social media site. 

For example, say the office staff noticed a patient post about an unhappy experience at the clinic. In response they can post an apology about the negative experience, and note how the office addressed the issue.  If a doctor or clinic doesn't respond, the negative perception will dominate the online conversation.  Its important to create a personal brand that reflects what the offices wishes the public to know about them.

If on Facebook, have patients directed to the practice's Web site by linking to it from the social media site. Include any awards or patient reviews on the Facebook page.  Don't forget about Press Releases about disease states, special health months or practice expansions.   It's a free way to advertise the great things about the practice, and can get the attention of local reporters for future stories.  Be sure to copy all releases to the Facebook page as well.  Consider having physicians blog.  Put the links to the blog on social media sites, the practice Web page, and perhaps even Twitter.  Make sure to include photos of the office, the street view of the practice and a map to give patients a sense of where the office is located.

After the Facebook page has been active, ask patients and colleagues to become a "fan" of the page. Consider allowing visitors to leave feedback.   It may take a while to build up a clinic fan base, but here are tips to expand the group:

• In all print or email communication with patients, include a link to the Facebook page.
• Advertise the clinic Facebook page with Facebook ads. A practice can choose to  pay per click or per impression and no more. It's inexpensive and  guaranteed to be seen (unlike newspaper or print media), as only three ads are shown at a time.
• Create an easy-to-remember URL that directs visitors to the page, such as www.doctorpracticename.com/facebook.  Put the
 new URL on magnets, business cards and other handouts for patients.

Facebook may seem like a scary concept for many practices, but can increase visibility, help grow a practice and create a deeper relationship with patients.  Consider giving it a try!


Note:  The thoughts and opinions on Training Wheels are my own, unless otherwise referenced, and are to be food for thought.  If contemplating business changes, these blog posts are not a substitute for consulting your lawyer or accountant. I"ll bet you already figured that out, didn't you?  

Leave a Message at the Beep: Getting a Call Back from Voice Mail

When communicating by phone, do you find that your business calls, or those of your staff often go unreturned?  Are messages about appointment confirmations, or required  follow up activities ignored? Do your employees ever call a patient or supplier and hang up if they did not answer, because they assume they won't receive a return phone call? Wasted time, missed opportunities and poor PR are all results of note using business messaging appropriately. 

1)  Always leave a message.  With Caller ID technology, there are no anonymous calls!  Calling a customer, patient or client  hanging up is simply too risky. A hang-up call doesn't let them think the office is no longer trying to collect a bill, or that they are not due for some unpleasant follow-up procedure.  When professionals hang up thinking “if I don’t leave a message, they will never know we called.”, the caller is fooling themselves.  Of course the person knows you called!  Additionally, if you didn’t feel your call merited a message, why would your client, customer or colleague make an effort in calling back?  Ask yourself:  How many professional contacts are calling back after you hung up without leaving a message?

2)  Don't block your number.  Unless you are using a private cell phone, be sure the business number is not blocked, nor is the Caller ID listing some obscure legal entity name.  If you are calling from a business, make sure the name is accurately represented, so that you're not ignored as a telemarketer.

3)  Know what you are going to say.  If you or your staff are going to call a contact, be prepared to talk. Clearly state who you are and why you are calling.  Leave the phone number and direct extension, so the person can avoid your voice mail tree.  If there are HIPPA issues, make sure that discretion does not mean they have no idea who you are and what the message means.  In that instance create a standard message, or have patients sign a waiver allowing certain numbers approved for voice mail messages.

4)  If you never get call backs, re-evaluate the messages left. Change it  if it’s not working. Your customer is sending you a message.  Pay attention!  The reason most voice mail messages don’t generate call backs  (note: this rule does not apply to your teenage kids!).   Most messages are about your needs, not your client or patient.  Leaving voice mails that record your name, company name and the request to call you back simply does not motivate folks to call back.   Leaving messages with the above and talking about a bill due, a product, procedure or service will not get a call back either.

5)  Don’t avoid leaving messages because you've already called several times. If you don’t want to bother the other person, then don’t call in the first place. Assume they are not avoiding your call and leave a message!

6)  So how do you get folk to return calls?   Simply change your message  by putting an outcome or action  into the message.   Let them know the benefit the person will get from calling back.   "We are now offering this service in our clinic, you can get in 3 weeks earlier and save money over using the hospital.  Please call us this week to insure there is space on the schedule."   This will make a difference in the return rate.  You can even offer a discount if patients call back to settle up an outstanding bill by a certain date.  But, let them know that in the voice mail!

Bottom line, if you want your business voice mail messages returned, then give the colleague, client or patient a good enough reason to do so.

Note:  The thoughts and opinions on Training Wheels are my own, unless otherwise referenced, and are to be food for thought.  If contemplating business changes, these blog posts are not a substitute for consulting your lawyer or accountant. I"ll bet you already figured that out, didn't you?  

Aspects of Communication Style

What is the most important thing to be successful in your professional life? Some will say listening, some discuss key messaging and still others may mention relationship building. What do they all have in common? Communication. Not just chatting, or rambling and certainly no blathering, but effective thoughtful communication. How can we teach proper communication in a training program? Well over the next few days I want to explore the ins and outs of communication and the attributes. I'd love your comments and input!

So as we try and understand communication and its attributes there are some key facts. People in typically spend over 75% of their time in an interpersonal situation; and sales people may spend even a greater portion of their time in face to face contact. Fifty percent of this time is spent communicating, and half of effective communication requires listening. So, it really comes, as no surprise to find that at the root of a large number of client problems is poor communication. Poor communication can lead to misunderstandings between coworkers, management, clients, vendors and increased stress and job dissatisfaction. In fact one-fourth of all workplace mistakes are the result of poor communication. Effective communication is an essential component of personal and professional success, and it can be taught!

Human beings begin communicating from the moment they leave the womb. For years scientists have evaluated babies' cries, hand and eye movements and have found, as any parent can tell you, these newborns are very capable of communicating their physical and emotional needs. By eighteen months babies can speak approximately 50 words, and by the age of 3 children begin speaking in complete sentences. Consequently, it is easy to take communicating for granted because it is a daily activity, engaged in since pre-school. However, as we become more adept at "getting our point across", it becomes evident that the process of transmitting information from an individual (or group) to another is a very complex process; one with many sources of potential error. Communication is more than just child's play.

Confusion in interpersonal communication is rampant and can occur with as little as a one word response. But how and why does this happen? Remember the game of telephone? In any communication some of the "meaning" is lost in simple transmission of a message from the sender to the receiver. In stressful situations, like in a busy office, an even great percentage of the true message may be lost, causing the received message to be far different than the intent of the sender. This issue can be compounded when support staff relays messages, co-workers pass along "what the manager said" to others, with voice mail, or when critical information is delivered in a loud environment.


These sites are 1) transforming thought to speech, 2) the speech being sent to listener, 3) the receiver physically hearing the message and taking in other signals, 4) the listener interpreting the information. As misinterpretation can occur at each of the four sites, it is no surprise that social psychologists estimate that there can be a 40-60% loss of meaning in each communication.

How can we avoid these errors in our social and professional interactions? First, it is critical to understand the communication process, understand and be aware of the potential sources of transmission errors, and constantly attempt to counteract these problems by making a conscientious effort to avoid loss of meaning in conversation. Improving communication skills is an ongoing learning process throughout life.

Check out the related topic in: Think Before You Speak and other interesting concepts

Exerpts from the professional training module Effective Communication in Health Care, copyright  2006 by Denise L. Chaudhary


Note:  The thoughts and opinions on Training Wheels are my own, unless otherwise referenced, and are to be food for thought.  If contemplating business changes, these blog posts are not a substitute for consulting your lawyer or accountant. I"ll bet you already figured that out, didn't you?  

Is Facebook Appropriate for Physician/Patient Communication? (or "Do I want a patient as a friend?")

Well, law practices are using it, government agencies are using it and even the President of the United States is using it.  So just what is the most popular "it" in social media, personal communication and professional marketing?  It's Facebook.  Using platforms like Facebook, Twitter and LinkedIn to is becoming commonplace in the health care industry to expand a clinician's or hospital's personal brand and/or business . The Mayo Clinic's Facebook page has 58,400 fans, Johns Hopkins Medicine has more than 14,000 people who "Like" it, and Cleveland Clinic is followed by 32,700 individuals.  So why do so many physicians balk from improving communicating with their patients through this medium?

There are some doctors and practice managers who think social networking is a waste of time and another electronic  inconvenience in their already over-scheduled day. The reality is that many patients and colleagues are online regularly.   It's not just kids on this social-media giant.  The fastest growing Facebook demographic is those 35 years and older, and today the patients that practices want to reach are on the World Wide Web.  A Facebook page is free, easy to set up, allows connections with patients outside the office and can strengthen an clinic's brand.

In the world of online communication, Facebook's not all sharing baby photos with grandparents or playing the latest game. At its essence, Facebook is about connecting people with similar interests - from patients with chronic diseases to former high school classmates.  A Facebook page allows practices to communicate with patients where they are - online. A clinic can start by choosing the information to promote: Where they are located, What are the hours, or a practice can highlight their areas of expertise and post patient stories, support-group sites and photos.

So while there are dozens of reason why Facebook is appropriate for doctor/patient communication, here are a few reasons medical professionals should put social networking to work for patients, doctors and a clinic practice:

1. Social networking is free marketing.

Having a presence online is more important than ever.   In fact, for those under forty if you're not online, you simply don't exist.

2. Fast and barrier-free communication.

Placing an ad in the local paper or snail-mailing a postcard about a clinic's new doctor is neither fast, nor free. A Facebook page is, and gives a clinic brand's presence broad exposure with a single click.  The more places a physician or practice is on the Web, the more likely that it will turn up at the top of the list of a local practice Internet search.  

3. Social networking can help advance practices and careers.

Potential patients and employers Google individuals to get a snapshot of people's credentials, philosophies and personality. A professional Facebook page can help give a good impression.  Add a top-notch profile on LinkedIn, and a few key thoughts on Twitter and a clinician can begin impacting his or her personal brand, as well as the practice's.

4. Patients  look for medical practices. disease management and physician information online. 

When it comes to choosing a new doctor, the studies find that the Internet is the first place many patients look.  If you "Google" a doctor or a clinic name, what shows up? How is a health care organization's listing on online locators like Google Maps or MapQuest?  First see what's online about an individual doc or a clinic. Then correct the information as necessary. Finally. start a Facebook page or Twitter account for the practice.  Each step will give greater opportunity to appear in online searches, and let a health care provider connect with patients in ways that don't occur with a practice's Web site.

5.  Patients looking for doctors and disease state management information online.

Most patient support groups have a Web site.  Specialty medical groups can add links or contact information to these national organizations and their local chapters.  Doctors can offer comments on the sites and then put a link up on their own Facebook page.   Be the local expert on a disease state and then communicate that with the patients.

     The Web also has multiple sites, such as WebMD or Vitals, that allow patients to do everything from finding a clinic to rating a doctor.  Its important to find out what patients have to say about a particular clinic or provider, and then take time to respond both online and in person to address both the negative and positive comments.  Sharing the data with staff, and in-office colleagues can help  improve patient satisfaction, and grow a practice.  Communicate this positive information on the clinic or practitioner's Facebook page with a link to the site.

These are just a few of the positive ways Facebook can impact a physician practice and even improve patient care.  Take a chance and give thought to communicating with patients in the new social media way.  It may take some time, but the effort can be worth it!



Note:  The thoughts and opinions on Training Wheels are my own, unless otherwise referenced, and are to be food for thought.  If contemplating business changes, these blog posts are not a substitute for consulting your lawyer or accountant. I"ll bet you already figured that out, didn't you?  

Walking the Talk in Active Listening

Have you ever watched a colleague and just felt they weren't listening to anything you has said?  Ever felt your spouse may have been present, but hadn't really heard a word of the last minute of your conversation? Well your mind may have been picking up the unspoken message of their body language.  You might be surprised but using body language can actually improve your listening skills and increase your sales. 


Lets first talk about the mirror to the soul: your eyes.  Maintaining good eye contact (without staring or glaring please) increases the perception of effective listening.  Break from a constant rapt gaze, as that can seem a little creepy, but be aware that constantly shifting your eyes when folks are speaking to you can imply dishonesty, or that you want to get away as fast as possible from the current conversation.  No eye contact at all shows that you're already gone, if not in body then in spirit!  No one, especially a customer, wants to feel their thoughts don't matter enough to pay attention and you'll really find yourself "outta there".  Finally looking up out of the corner of your eye says that you aren't listening to what is being said, but thinking about your response already.  Not the way to get that sale!


Try some other body language techniques to improve listening skills.  You can show your interest in the subject through facial expression. Smile slightly, if appropriate and nod if you agree with or understand what's being said. Of course in a business situation we won't consciously eye roll or make other negatively perceived facial gestures (don't you wish teenagers could learn this?)  But  it's surprisingly how often we are unaware that we may raise our eyebrows, smirk, grimace or frown while others are speaking to us.  These facial expressions may be even worse than a blank stare when it comes to effective communication.  So  watch what your face is "saying" as you listen.    


A listener’s excessive movements, fidgeting or looking at the nails conveys a feeling of disinterest.  Check out the manicure after the business appointment!  Also, pay attention to how you're sitting.  Make an effort to lean slightly toward the speaker, and avoid closed postures with tightly crossed arms.  These gestures send a judgmental or incredulous message to the person speaking.  Try letting your arms rest loosely to the side of your lap with the palms turned up.  The mind interprets this as non-verbal signals that you're ready for honest, open and interactive communication, and can help your client feel more comfortable talking with you.


A listener can also offer questions to clarify the speaker‘s message.  This technique is commonly referred to as probing in our sales skills world.  It's nothing new in sales training, or intro communication courses, but a good refresher to remember that probing involves two type of questioning: open and closed. 


Closed probes can be generally answered with yes or no responses, and are great for closing a sale and securing commitment. Do you want to buy my widget?  Yes!  Well great.  Let's write up the order.... So while these types of questions are better for final clarifications, they rarely generate a conversation.  For that you need an open probe. 


Open probes are how, what and why questions.  How can we make this purchase easier for you?  What is the reason you are at this branch office today?  Why do you feel that this product isn’t working for you?  By the way, make sure your question relates.  In active listening it's important that the listener focus questions back to the speaker’s topic, so that the questioning doesn’t appear to simply be a means to change the subject.


Note:  The thoughts and opinions on Training Wheels are my own, unless otherwise referenced, and are to be food for thought.  If contemplating business changes, these blog posts are not a substitute for consulting your lawyer or accountant. I"ll bet you already figured that out, didn't you?