Beyond Bedside Manner: Insights on Perfecting the Patient Experience

I purchased this book as a gift for an MD friend who is a university residency program director as it outlined all the relevant details that doctors need to address patient care in addition to their clinical knowledge (customer needs beyond clinical expertise). I particularly liked the focus on SPECIFIC steps for maximizing the patient experience ("patients remember how they were treated long after they forget the medical service"), and the importance of hiring, training and managing staff ("treat your staff the way you want them to treat your patients").

Essential reading for any physician who desires to set themselves apart in the competitive world of aesthetic surgery or concierge medicine. The old formula for success- being able, affable, and available-is no longer enough. The author invites physicians to put a premium on the patient's entire experience with the practice and take a fresh look at the patient encounter with an aim towards elevating every detail and touchpoint. And in doing so physicians will recapture the special joy of the practice of medicine.

A great book for anyone in healthcare, from student to long-term provider. Targets anyone interested in a high-end patient satisfaction driven practice. The author uses principles of excellence in customer service found in other industries to better serve our patients. I have been in my dental specialty practice for 30 years and found useful tips for my practice, i.e. the platinum rule. Great read for medical/dental team members as well.

Shareef has codified the "best practices" that are mission-critical to propel a cash-pay healthcare practice to success. That means how to create a "patient experience" that is second-to-none and the financial results to that follow. And, he has distilled all this wisdom into an easy to follow format. I plan on implementing much of what he has recommended!

Imperative read for all physicians who strive to maximize the patient experience and their professional success. Shareef Mahdavi does an impeccable job of intimately detailing how you can positively impact the lives of your patients while concurrently becoming a better businessman.

Great insights. I bought a copy for each one of my office staff.

I thought that reading Beyond Bedside Manner would provide some relief for my insomnia, but I am pleased to report that I adopted it as my bedtime reading last week and it failed the test every night. It did not put me to sleep even once. To the contrary, BBM was a pleasant surprise. I expected it to be yet another uninspired example of the uninspiring "self help" genre, which I hold in low regard. Turns out, BBM has lots to say that is quite useful and says it quite well. The book has an impressive structure and organization of its theme and an exemplary clarity of expression.I have two overarching observations about BBM:1) As doctors in the US struggle with the dolorous economic necessity of moving away from solo to group practice, their overall professional well-being will depend on recognizing what BBM highlights: that strategy is downstream of culture and that understanding the culture of the doctor-patient relationship comes before developing a strategy to make that relationship successful. The book is a primer on valuable insights into understanding the culture in which doctors and patients operate.2) As the founder of a successful boutique law firm, I am struck by the realization that BBM's bright ideas for operating the small business of medicine are directly applicable to running the small business of law.

This timely publication highlights the importance of the patient experience in the delivery of medical services in today's healthcare industry. The fact is that the vast majority of medical practices are for-profit businesses. Many providers believe that excellent clinical outcomes are the only aspect of a medical business that impacts success. Excellent clinical outcomes are indeed an essential aspect of any medical provider's success. However, it turns out that they are merely the ante to come to the table to participate. Providers that deliver excellent clinical outcomes and an extraordinary patient experience clearly have an advantage over the providers that only offer excellent clinical outcomes. In this new post COVID world, the consumer will be very selective with where they choose to receive care and spend their money. Delivering an outstanding patient experience is a low cost, high margin way of differentiating any clinics' services. In this book, Shareef Mahdavi does a beautiful job of laying out 57 concepts that any doctor, administrator, office manager, or staff member can choose to start implementing now. I have successfully used many of these patient-centered experiential strategies in my elective surgery practices for over 25 years. I can attest to the fact that incorporating these concepts will move any medical provider toward a more rewarding and more profitable medical business.

I enjoyed every page !