You’ve spent countless hours, blood, sweat, and tears, not to mention boatloads of money to market your medical practice, yet another 1-star review has hit you smack in the face.WTH? (that means ‘what the heck?’). To get to the root of the problem and fix it, you first need to understand it. More often than not, bad reviews have nothing to do with the doctor’s care and everything to do with how an employee treated a patient (or how that patient perceived it).The key to avoiding 1-star reviews is to focus on getting to the root of the problem. Differences in communication styles can impact critical patient-employee interactions, not to mention back-office challenges amongst employees. Understanding the differences between millennial and Baby Boomer patients and employees will allow you to focus on the cause rather than wasting time and money trying to ‘market’ your way into a more positive reputation.This week we sit down with Susan Makowski, Client Services Manager at Insight Training Solutions, to break down how each generational segment within your office communicates and how you can harness the strengths (and manage the weaknesses) of each style to better serve and meet the needs of your multigenerational patients.
