Practical ideas for running a better practice.

They've been in your waiting room longer than they expected.

Now they're standing at the window, already frustrated.

“...

I was working with a physician last week who was struggling because her staff weren’t creating the systems she needed to...

Earlier this week, I shared three things five-star practices do differently:

They set expectations early.

They communi...

Last week, a 21-year-old flight instructor named Emily Shelton was giving a student his very first flying lesson near Pe...

As you read this, I’m in Nashville at the APMA National Conference. I’ll be away from my desk for three days, speaking, ...

Imagine you had to rekey your office this afternoon because a team member was terminated. Where's the locksmith's contac...

Most of what slips through the cracks in a busy practice isn't dramatic. It's the vendor contract that quietly auto rene...

A five-star patient experience is consistent, warm, clear communication at every touchpoint, from the first phone call t...

The fastest way to get more patients usually isn't more marketing. It's capturing the patients you already attract but q...

The fastest way to calm an angry patient is to acknowledge the feeling before you address the facts. When a patient feel...