Russ And Randy Podcast | Healthcare's Prescription For Web & Social

Patient experience is a huge component of your brand.  In this episode, Russ and I talk about 5 common ways, or touch points, which likely cause anxiety, frustration and even anger our patients, thus worsening the patient experience. What is Brand? In the next few episodes, Russ will be interviewing Duane Knapp and discussing brand.  Brand is your reputation.  Russ and I like to define brand as the summation of all encounters and experience with anything from you and your medical practice.   Today, we want to talk about a small component of brand, that is, patient experience. Brand = Patient Experience This may be an over simplified definition of brand as we should also include the physician/patient interaction, but for our purposes, we are NOT including the physician's role in the overall patient experience. A majority of the time spent with your office is without the physician, so we all need to be aware of certain stressors or "touch points" which usually negatively impact the overall patient experience, a