The DocPreneur Leadership Podcast

What Patients, both current and new, really want when they come to a Doctor's office is to feel welcome, seen, comfortable, and understood. May/June 2022 From the Patient's side of the exam room, hospitality in healthcare seems like a misnomer. RELATED STORY Why a Pineapple Is a Symbol of Hospitality: The history behind it. As any good Physician knows, the key to growth as a medical office, practice or a business is getting first-time patients to want to come back. Any good manager of a retail storefront, hotel, restaurant, or an concert also knows, the key to getting guests [eg. customers] to come back is not actually the food, the hotel rooms or the dress they just bought; it's how the customer feel when they're right there in the moment. RELATED STORY 3 Lessons Medical Practices Can Learn From Hotels Healthcare is a customer-facing business. If it bothers a few healthcare archetypes that some of us out here are trying to do something about the patient experience and our reference to the patient as a customer causes you to cross your arms and criticize this grammatical error ... then you're probably not going to want to continue reading what others who've also studied 'hospitality in healthcare' will say below. But, we hope you will continue to read on and maybe reflect on their thoughts. Healthcare is about hospitality and hospitality is guided by a leaders who understands that subtle details matter. So no matter how much effort and time we all spend in the exam room, the board room or with your patients --what patients really want when they come to your office is to feel welcome, seen, comfortable, and understood. It starts with hospitality. And hospitality starts with with Doctors. Hospitality within concierge medicine offices is on display every moment of every day. Because this topic is so important, we've put together a few stories we hope will galvanize and clarify the importance of hospitality and what you may be able to implement inside your practice. Enjoy and thank you for making hospitality in healthcare a priority! For more satisfied patients, take 3 lessons from the Ritz | By Joanne Finnegan An excerpt from the (above) article ... To truly reform the healthcare system, practices must bring concierge-level care to every patient, not just those who can pay extra to get the "Ritz" treatment in their medical care, Horst Schulze, former chief operating officer of the Ritz-Carlton Hotel Company, writes in a piece for Medical Economics. But usually there a big difference between checking in at the doctor's office and checking in to one of the Ritz's luxury hotels. "If you went to your favorite restaurant with your spouse and waited 34-minutes to be seated and then waited another 17 minutes for the waiter/waitress to bring you your menus … and […] How Reading Rewires Your Brain According to Neuroscience| By Jessica Stillman / 3 minutes Do you like or dislike reading? Or, maybe I should say you like to listen to an audiobook. There are short and long-term effects of reading on the brain. The positives might shock you! How to Deliver Memorable Customer Experiences in a Post-Pandemic World | By Joseph Michelli We Are Forever Changed Have you ever sat across from a Patient, a loved one or maybe a family member during the holidays and heard their story about how they overcame […] Blending Healthcare and Hospitality to Thrive in the Post-COVID-19 Medical Landscape | Sponsored by Steve Zhu Team "Patients have raised the bar for their medical experiences," said Xia. "Physicians and healthcare institutions that attune themselves to those needs and successfully blend hospitality and healthcare will remove barriers to growing their practice and find themselves in great demand." Hospitality, not medical care, key to patient satisfaction | By James Dean The tidiness and quietness of rooms also had much bigger impacts on satisfaction than death rates or medical quality. Patients as Consumers in the Market for Medicine: The Halo Effect of Hospitality Get access Arrow | By Oxford Academic Citation: Cristobal Young, Xinxiang Chen, Patients as Consumers in the Market for Medicine: The Halo Effect of Hospitality, Social Forces, Volume 99, Issue 2, December 2020, Pages 504–531, https://doi.org/10.1093/sf/soaa007 5 Myths about Hospitality | By Crossway.org © Concierge Medicine Today, LLC. ("CMT") All rights reserved. Disclaimers: All content presented here is for general information purposes only. It is NOT intended to provide medical, legal, professional, accounting or financial advice. No warranties or guarantees are assumed or implied and user(s) releases Concierge Medicine Today, LLC, its agents, representatives, affiliated brands/companies and/or guests from all damages, liability and/or claims. Be advised, some references, companies, individuals, products, services, resources and/or links may be out-of-date. Concierge Medicine Today, LLC does not update content past its release date. User(s) assume all risk and liability with any use of the content as well as third party links. Concierge Medicine Today, LLC., has no formal peer review and, therefore, cannot guarantee the validity of information and/or content contained on its web sites, podcasts, and/or all content it produces or releases. While some of our speakers may be licensed Physicians, they are not your Physician. Please consult your Physician related to anything you may have read or heard or have questions about or call 911. The views, thoughts, and opinions expressed are the speaker's own and do not necessarily represent the views, thoughts, and/or opinions of Concierge Medicine Today, LLC. The "Concierge Medicine Today, LLC" ("CMT") name and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service. Additional disclaimers, releases, terms of use and conditions apply also to the production and/or use of this content, https://conciergemedicinetoday.org/tcpp/.

Guest: Derrick L. Miles, the Founder/Chief Executive Officer at CourMed® Our special guest today is discussing one of our favorite topics, 'encouragement in healthcare.' I'm excited Derrick is joining us today to talk about CourMed and how they're an innovative solution provider for access to better health and wellness. About CourMed CourMed is an innovative healthcare and wellness company providing end-to-end concierge delivery of healthcare products and services in the comfort of homes/condos, corporate offices, luxury hotels, etc. Additionally, CourMed's robust enterprise platform connects physicians, pharmacists and RN's for seamless continuity of care for patients. As a Concierge Healthcare Partner, you will have confidence that the concierge delivery of healthcare products and services (Prescriptions, High-End Vitamins/Supplements, CBD Oil, Immunonutrition Drinks, Monoclonal Antibodies, Infusions, COVID-19 Vaccines, etc.) will provide an encouraging experience to customers in the comfort of their home, condo, corporate office or even luxury hotel. LEARN MORE (https://www.courmed.com) CourMed Mission Provide an encouraging experience through the concierge delivery of healthcare products and services. LEARN MORE (https://www.courmed.com) © Concierge Medicine Today, LLC. ("CMT") All rights reserved. Disclaimers: All content presented here is for general information purposes only. It is NOT intended to provide medical, legal, professional, accounting or financial advice. No warranties or guarantees are assumed or implied and user(s) releases Concierge Medicine Today, LLC, its agents, representatives, affiliated brands/companies and/or guests from all damages, liability and/or claims. Be advised, some references, companies, individuals, products, services, resources and/or links may be out-of-date. Concierge Medicine Today, LLC does not update content past its release date. User(s) assume all risk and liability with any use of the content as well as third party links. Concierge Medicine Today, LLC., has no formal peer review and, therefore, cannot guarantee the validity of information and/or content contained on its web sites, podcasts, and/or all content it produces or releases. While some of our speakers may be licensed Physicians, they are not your Physician. Please consult your Physician related to anything you may have read or heard or have questions about or call 911. The views, thoughts, and opinions expressed are the speaker's own and do not necessarily represent the views, thoughts, and/or opinions of Concierge Medicine Today, LLC. The "Concierge Medicine Today, LLC" ("CMT") name and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service. Additional disclaimers, releases, terms of use and conditions apply also to the production and/or use of this content, https://conciergemedicinetoday.org/tcpp/.

Updated for 2022 About six years ago, I wrote the title of this op/ed and again today I'm revising and updating this article to emphatically state the same message. "It's no longer about being the best Doctor in the world any more. It's about being the best Doctor FOR the world, FOR your patients and FOR your local community." If you have made it past year one, five, ten or even 25+ years now in Concierge Medicine, this article is for you! In fact, it is even for the veteran "DocPreneurs" and curious Physicians out there you rub shoulders with at the hospital or at medical conferences who struggle with what we patients call, "likability." First, I want to say you are a DocPreneur. What we mean by that term is that you as a Physician with entrepreneurial tendencies … see the delivery of healthcare differently than your peers. And, that's okay. I love what author and communicator Jon Acuff says, "Be weird until the rest of the world catches up." © Concierge Medicine Today, LLC. ("CMT") All rights reserved. Disclaimers: All content presented here is for general information purposes only. It is NOT intended to provide medical, legal, professional, accounting or financial advice. No warranties or guarantees are assumed or implied and user(s) releases Concierge Medicine Today, LLC, its agents, representatives, affiliated brands/companies and/or guests from all damages, liability and/or claims. Be advised, some references, companies, individuals, products, services, resources and/or links may be out-of-date. Concierge Medicine Today, LLC does not update content past its release date. User(s) assume all risk and liability with any use of the content as well as third party links. Concierge Medicine Today, LLC., has no formal peer review and, therefore, cannot guarantee the validity of information and/or content contained on its web sites, podcasts, and/or all content it produces or releases. While some of our speakers may be licensed Physicians, they are not your Physician. Please consult your Physician related to anything you may have read or heard or have questions about or call 911. The views, thoughts, and opinions expressed are the speaker's own and do not necessarily represent the views, thoughts, and/or opinions of Concierge Medicine Today, LLC. The "Concierge Medicine Today, LLC" ("CMT") name and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service. Additional disclaimers, releases, terms of use and conditions apply also to the production and/or use of this content, https://conciergemedicinetoday.org/tcpp/.

What are Patients saying behind your back? And one way you can control the story that's being told about you. © Concierge Medicine Today, LLC. ("CMT") All rights reserved. Disclaimers: All content presented here is for general information purposes only. It is NOT intended to provide medical, legal, professional, accounting or financial advice. No warranties or guarantees are assumed or implied and user(s) releases Concierge Medicine Today, LLC, its agents, representatives, affiliated brands/companies and/or guests from all damages, liability and/or claims. Be advised, some references, companies, individuals, products, services, resources and/or links may be out-of-date. Concierge Medicine Today, LLC does not update content past its release date. User(s) assume all risk and liability with any use of the content as well as third party links. Concierge Medicine Today, LLC., has no formal peer review and, therefore, cannot guarantee the validity of information and/or content contained on its web sites, podcasts, and/or all content it produces or releases. While some of our speakers may be licensed Physicians, they are not your Physician. Please consult your Physician related to anything you may have read or heard or have questions about or call 911. The views, thoughts, and opinions expressed are the speaker's own and do not necessarily represent the views, thoughts, and/or opinions of Concierge Medicine Today, LLC. The "Concierge Medicine Today, LLC" ("CMT") name and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service. Additional disclaimers, releases, terms of use and conditions apply also to the production and/or use of this content, https://conciergemedicinetoday.org/tcpp/.

Today we want to look at a few of the common threads in practice leadership which Physicians in Concierge Medicine in our observation, have in spades. It's commonly perceived that a lot of the Concierge Medicine Physicians you see have exceptional leadership traits as well as an acumen for business and leading others well. We want to take a minute and explain some of the traits which we see quite often in Concierge Medicine Physicians. Here are our top 4 ... © Concierge Medicine Today, LLC. ("CMT") All rights reserved. Disclaimers: All content presented here is for general information purposes only. It is NOT intended to provide medical, legal, professional, accounting or financial advice. No warranties or guarantees are assumed or implied and user(s) releases Concierge Medicine Today, LLC, its agents, representatives, affiliated brands/companies and/or guests from all damages, liability and/or claims. Be advised, some references, companies, individuals, products, services, resources and/or links may be out-of-date. Concierge Medicine Today, LLC does not update content past its release date. User(s) assume all risk and liability with any use of the content as well as third party links. Concierge Medicine Today, LLC., has no formal peer review and, therefore, cannot guarantee the validity of information and/or content contained on its web sites, podcasts, and/or all content it produces or releases. While some of our speakers may be licensed Physicians, they are not your Physician. Please consult your Physician related to anything you may have read or heard or have questions about or call 911. The views, thoughts, and opinions expressed are the speaker's own and do not necessarily represent the views, thoughts, and/or opinions of Concierge Medicine Today, LLC. The "Concierge Medicine Today, LLC" ("CMT") name and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service. Additional disclaimers, releases, terms of use and conditions apply also to the production and/or use of this content, https://conciergemedicinetoday.org/tcpp/.

"Remember, if Concierge Medicine is about super-servanthood, the [business] model has NOTHING to apologize for, period." ~Patient Perspective, 2022 © Concierge Medicine Today, LLC. ("CMT") All rights reserved. Disclaimers: All content presented here is for general information purposes only. It is NOT intended to provide medical, legal, professional, accounting or financial advice. No warranties or guarantees are assumed or implied and user(s) releases Concierge Medicine Today, LLC, its agents, representatives, affiliated brands/companies and/or guests from all damages, liability and/or claims. Be advised, some references, companies, individuals, products, services, resources and/or links may be out-of-date. Concierge Medicine Today, LLC does not update content past its release date. User(s) assume all risk and liability with any use of the content as well as third party links. Concierge Medicine Today, LLC., has no formal peer review and, therefore, cannot guarantee the validity of information and/or content contained on its web sites, podcasts, and/or all content it produces or releases. While some of our speakers may be licensed Physicians, they are not your Physician. Please consult your Physician related to anything you may have read or heard or have questions about or call 911. The views, thoughts, and opinions expressed are the speaker's own and do not necessarily represent the views, thoughts, and/or opinions of Concierge Medicine Today, LLC. The "Concierge Medicine Today, LLC" ("CMT") name and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service. Additional disclaimers, releases, terms of use and conditions apply also to the production and/or use of this content, https://conciergemedicinetoday.org/tcpp/.

Concierge Medicine Today Is On A 'Thank You Note Crusade' "What if Doctors could "scale" Kindness? I think they can and it only costs $0.55 cents (the price of a stamp)! I say all of this to say that the data supporting one simple, unsolicited, seemingly insignificant piece of paper could change everything between you and your Patient(s) and forever cement the relationship between the Patient-Physician." ~Editor, CMT/Author, The Doctor's Expanded Guide to Concierge Medicine How do you celebrate your Patients? Or, do you ever celebrate something or someone in your practice by writing them a note? For many Physicians, PAs, Office Managers and the like working in medicine, you love this idea, but it's still a little awkward. Today, we're going to help you do the one thing that might have been holding you back. That is, START. © Concierge Medicine Today, LLC. ("CMT") All rights reserved. Disclaimers: All content presented here is for general information purposes only. It is NOT intended to provide medical, legal, professional, accounting or financial advice. No warranties or guarantees are assumed or implied and user(s) releases Concierge Medicine Today, LLC, its agents, representatives, affiliated brands/companies and/or guests from all damages, liability and/or claims. Be advised, some references, companies, individuals, products, services, resources and/or links may be out-of-date. Concierge Medicine Today, LLC does not update content past its release date. User(s) assume all risk and liability with any use of the content as well as third party links. Concierge Medicine Today, LLC., has no formal peer review and, therefore, cannot guarantee the validity of information and/or content contained on its web sites, podcasts, and/or all content it produces or releases. While some of our speakers may be licensed Physicians, they are not your Physician. Please consult your Physician related to anything you may have read or heard or have questions about or call 911. The views, thoughts, and opinions expressed are the speaker's own and do not necessarily represent the views, thoughts, and/or opinions of Concierge Medicine Today, LLC. The "Concierge Medicine Today, LLC" ("CMT") name and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service. Additional disclaimers, releases, terms of use and conditions apply also to the production and/or use of this content, https://conciergemedicinetoday.org/tcpp/.

Our guest is Richard D. Palarea, CEO & Co-founder of Kermit. Learn More at https://www.kermitppi.com/ Kermit is an analytics platform that delivers insight to the fragmented spend category of physician preference items. Kermit equips supply chain managers, surgeons and executives with real-time data on implantable medical device transactions, offering unprecedented visibility that's saving hospitals millions of dollars. "We created Kermit, an analytics platform that does just that, with a team that draws on its deep understanding and experience in the medical device industry where it counts; clinical expertise, supply chain management, procurement, cost control and the appreciation for the intricate worlds of the surgeon, hospital administration and suppliers. Formed in 2011 in Baltimore, Maryland, we've implemented Kermit within hospitals across the country who now use a collaborative approach and our evidence-based framework to bring control of PPI spend back where it belongs. We now manage 40% of the implant spend transacting in our home state and provide services to a national customer base." Richard co-founded Kermit after nearly 30 years at the helm of PA & Associates, a national leader in transportation spend management. His experience in negotiation, bidder relations, application design and development, marketing and all aspects of business management prepared him well for his current role. His passion for the transformative power of collaborative, cloud-based and mobile technologies in business makes him particularly well-suited to lead the Kermit team. Richard's work has been featured in The New York Times and Microsoft's Startup Stories. The Baltimore Business Journal recognized his firm as one of the Fastest Growing Privately Held Businesses and one of the area's Largest Turnaround and Management Companies. When he's not orchestrating the new landscape of PPI spend management, Richard enjoys personal fitness, church service, taking the checkered flag in high-performance kart racing and investing in the lives of children by coaching youth sports. © Concierge Medicine Today, LLC. ("CMT") All rights reserved. Disclaimers: All content presented here is for general information purposes only. It is NOT intended to provide medical, legal, professional, accounting or financial advice. No warranties or guarantees are assumed or implied and user(s) releases Concierge Medicine Today, LLC, its agents, representatives, affiliated brands/companies and/or guests from all damages, liability and/or claims. Be advised, some references, companies, individuals, products, services, resources and/or links may be out-of-date. Concierge Medicine Today, LLC does not update content past its release date. User(s) assume all risk and liability with any use of the content as well as third party links. Concierge Medicine Today, LLC., has no formal peer review and, therefore, cannot guarantee the validity of information and/or content contained on its web sites, podcasts, and/or all content it produces or releases. While some of our speakers may be licensed Physicians, they are not your Physician. Please consult your Physician related to anything you may have read or heard or have questions about or call 911. The views, thoughts, and opinions expressed are the speaker's own and do not necessarily represent the views, thoughts, and/or opinions of Concierge Medicine Today, LLC. The "Concierge Medicine Today, LLC" ("CMT") name and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service. Additional disclaimers, releases, terms of use and conditions apply also to the production and/or use of this content, https://conciergemedicinetoday.org/tcpp/.

Five simple ways you can keep your medical practice on the path to awesome and off the road to average ... © Concierge Medicine Today, LLC. ("CMT") All rights reserved. Disclaimers: All content presented here is for general information purposes only. It is NOT intended to provide medical, legal, professional, accounting or financial advice. No warranties or guarantees are assumed or implied and user(s) releases Concierge Medicine Today, LLC, its agents, representatives, affiliated brands/companies and/or guests from all damages, liability and/or claims. Be advised, some references, companies, individuals, products, services, resources and/or links may be out-of-date. Concierge Medicine Today, LLC does not update content past its release date. User(s) assume all risk and liability with any use of the content as well as third party links. Concierge Medicine Today, LLC., has no formal peer review and, therefore, cannot guarantee the validity of information and/or content contained on its web sites, podcasts, and/or all content it produces or releases. While some of our speakers may be licensed Physicians, they are not your Physician. Please consult your Physician related to anything you may have read or heard or have questions about or call 911. The views, thoughts, and opinions expressed are the speaker's own and do not necessarily represent the views, thoughts, and/or opinions of Concierge Medicine Today, LLC. The "Concierge Medicine Today, LLC" ("CMT") name and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service. Additional disclaimers, releases, terms of use and conditions apply also to the production and/or use of this content, https://conciergemedicinetoday.org/tcpp/.

Pricing a subscription-based program or Membership in a medical practice is often the most terrifying question facing Physicians entering this space. However, more often than not, your fear gets a voice, not a vote. And, the skepticism you thought would separate you from your Patients is usually met with uncommon grace and even acceptance by your Patients and your local community. So, what should you charge your patients? A simple question, but for the new DocPreneur it's often complicated and intimidating. As a Patient and observer of this space now for over a decade and having interviewed countless Physicians about this topic, I'm often reminding Doctors that 'If Concierge Medicine is about super-servanthood, you have nothing to apologize for ...' © Concierge Medicine Today, LLC. ("CMT") All rights reserved. Disclaimers: All content presented here is for general information purposes only. It is NOT intended to provide medical, legal, professional, accounting or financial advice. No warranties or guarantees are assumed or implied and user(s) releases Concierge Medicine Today, LLC, its agents, representatives, affiliated brands/companies and/or guests from all damages, liability and/or claims. Be advised, some references, companies, individuals, products, services, resources and/or links may be out-of-date. Concierge Medicine Today, LLC does not update content past its release date. User(s) assume all risk and liability with any use of the content as well as third party links. Concierge Medicine Today, LLC., has no formal peer review and, therefore, cannot guarantee the validity of information and/or content contained on its web sites, podcasts, and/or all content it produces or releases. While some of our speakers may be licensed Physicians, they are not your Physician. Please consult your Physician related to anything you may have read or heard or have questions about or call 911. The views, thoughts, and opinions expressed are the speaker's own and do not necessarily represent the views, thoughts, and/or opinions of Concierge Medicine Today, LLC. The "Concierge Medicine Today, LLC" ("CMT") name and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service. Additional disclaimers, releases, terms of use and conditions apply also to the production and/or use of this content, https://conciergemedicinetoday.org/tcpp/.