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Blog
CAHPS Star Ratings and Customer Experience
If you are in healthcare, you know of the changes in the CMS star rating formulas. These changes, presented in their Contract Year 2021 Policy,
Healthcare Customer Experience (Podcast Interview) Pt. 1
Listen in as our CEO, Sally Mildren, discusses healthcare Customer Experience. https://anchor.fm/defiant-business-podcast/episodes/E-161-Healthcare-Customer-Experience-with-Sally-Mildren-evvka0/a-a5dr5du
How To Uplevel Your Customer Experience by Being Extraordinary
Being extraordinary means you stand out – that you consistently show up in a remarkable, memorable way. In healthcare, we like to think that being
How To Build Know, Like and Trust
If you spend some time on social media, you’ve likely heard of the know, like and trust factor. If you haven’t – the know, like
Marketing for Your Future – an Interview with Bluhost TV
“Marketing For Your Future” with Sally Mildren from Boss Lady Consulting
The Key to Healthcare Growth Isn’t What You Think
With the recent updates made to star rating measures for hospitals, clinics, providers, and insurers based on CAHPS and HCAPHS scores, more and more healthcare
To Do Patient Experience Well, You Have to Burn the Ships
If you have a healthcare practice, you must focus on patient experience. That’s ultimately what will keep them coming back to your practice, rather than
“You can make excuses or you can make progress, but you can’t do both”
Have you ever heard a comment or a phrase that felt like a punch in the gut? At an online conference last week, the speaker
A Different Normal: Learning To Do Less, Better
Captain Obvious here. The COVID-19 pandemic had a huge impact in all our personal lives and forced businesses and organizations all across the globe to