If a patient’s personality is the wild card of his or her satisfaction, you should know whether the deck is stacked against you.

A core principle in the realm of the customer’s experience is that every customer is unique. Indeed, the days of treating your patients with a “one-size-fits-all” mentality are gone. This consumer, now a patient in front of you seeking advice regarding an elective surgical procedure, comes in with a unique personality and set of expectations…


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