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Podcast: Relentless Health Value
Episode: EP297: How the Front Desk Can Make or Break Patient Trust and, Potentially, Outcomes, With Jerry Durham From The Client Experience Company
Description: Here's something I never really understood: how physicians and nurses more often than not get to be responsible for the entire patient journey, including, start to finish, patient satisfaction. But if you just take one look at any random poorly rated physician's reviews, they're usually littered with complaints about the front desk in the practice. Negative reviews, of course, are not limited to front desk diatribes; but there's often a lot of front desk commentary in them. It has always seemed to me to be a common and strange phenomenon in health care provider practices where the...