SOUTHBURY, CT, April 2017
Running A Great Medical Practice That Has Patients Cheering And Staff Engaged By Donna Bak
Foreword by David H. Mattson
Publisher: Sandler Training
Publication date: May 2017
Price: $19.95 / trade paperback
AN RX FOR MEDICAL PRACTICES IN THE CHANGING FACE OF BUSINESS
Running a modern medical practice is difficult enough – with its ever-present problems of government regulations, changing reimbursement policies, and having to keep up with the latest medical techniques – without having to worry about keeping patients happy. Yet too many practices ignore the fundamental truth that unless patients feel they are appreciated, they will take their business elsewhere.
When healthcare professionals feel pressured, stressed, and burned out, day after day, these feelings will have a ripple effect on everyone with whom they come in contact. “If nothing changes in the patient experience from how it is today, both staff and patients will be in a perpetual loop of feeling anxious, frustrated, and angry about their perceived experiences, which will affect the bottom line of the practice,” says Sandler trainer Donna Bak, in her new book PATIENT CARE THE SANDLER WAY: Running A Great Medical Practice That Has Patients Cheering And Staff Engaged.
In PATIENT CARE THE SANDLER WAY, Bak teaches health care professionals how to develop skills to deliver an exceptional experience that leaves patients and peers smiling, and how to approach their job with positive attitudes and productive behaviors that transform the way they think about themselves, their coworkers, and everyone connected to the practice.
Medical groups have traditionally focused solely on patient care, where the primary goal was meeting patients’ medical needs. This model has worked well for generations, but medical reform, rising expenses, reduced reimbursements, pay for performance, and extreme competition have changed the playing field. Patient care is vitally important, but keeping best in class staff and insuring the patient experience is top notch are often equally important.
“A good medical practice focuses solely on production levels to make a profit. A great medical practice focuses on both profits and creating a patient experience that’s so positive people can’t stop talking about it to friends, relatives, and acquaintances. They can’t help posting nice things about you on social media. They can’t imagine recommending anyone else,” says Bak.
PATIENT CARE THE SANDLER WAY provides a detailed overview of the Sandler approach to patient-care training, an approach that has been implemented successfully by medical practices in a variety of disciplines. Each of these practices has taken team performance to the next level by providing healthcare professionals the opportunity to master the inner game that creates and sustains a respectful, productive, low-stress environment for both patients and staff. Leaders in the healthcare profession face situations such
Leaders in the healthcare profession face situations such as: They are unsure how to keep a productive flow of patients coming through the practice without hurting the patient experience. They feel pressured by patient demands for better service. Patients know they have choices.
They are unsure how to keep a productive flow of patients coming through the practice without hurting the patient experience. They feel pressured by patient demands for better service. Patients know they have choices.
They feel pressured by patient demands for better service. Patients know they have choices. Staff is losing motivation. A-players are leaving.
They struggle with sounding different from their competition, leaving them with no point of difference – and vulnerable to mergers and acquisitions.
There are other concerns as well: stagnant or shrinking market share, flat growth, changes in reimbursement models, increases in malpractice insurance, and a dwindling flow of new patients. Issues like these have always been threats to the success of a medical practice. But the inability to compete against larger medical practices or hospitals is new for many practices.
Bak provides techniques for elevating the patient experience from merely satisfactory to one that will have them raving about the practice to friends and family, and on social media. Readers will learn how to apply the human relations techniques that have been developed for the Sandler Selling System to their medical practices:
The Validation Principle
The Five-Second Challenge
The OK/Not OK Principle
Dealing with Difficult Patients
Establishing an Up-Front Contract
The Parent/Child Paradigm
By studying and applying the techniques in PATIENT CARE THE SANDLER WAY, medical practice leaders will succeed in transforming a good practice into a great one, one that focuses on profitability, medical expertise, and creating a positive experience, and which will have patients talking to friends, relatives, and on social media about the outstanding care they received.
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About the Author
Donna Bak is an experienced Sandler trainer who plays an important role in Sandler’s worldwide organization. Bak began her career at United Technologies Corporation working in IT, first at the Research Center and then at corporate headquarters. She is an associate at the Sandler training center in Farmington, Connecticut. About David H. Mattson David H. Mattson, CEO, and President of Sandler
About David H. Mattson
David H. Mattson, CEO and President of Sandler Training, oversees the corporate direction and strategy for the company’s global operations including sales, marketing, consulting, alliances, and support. His key areas of focus are sales leadership, strategy, and client satisfaction. Under Mattson's leadership, the Sandler organization expanded domestically and internationally to over 250 offices in 27 countries around the world.
About Sandler Training
Sandler Training dominates the global training market through an unparalleled network of more than 250 offices worldwide, with professional trainers providing more than 450,000 hours per year of instruction in 23 languages. For more information about Sandler Training, please visit www.sandler.com.