All Under One Hospitable Roof


Healthcare customers are increasingly demanding a full-service, integrated approach. The same trends that are emerging in retail are at the forefront of healthcare provision. In 2018, customer-centric design is all about creating spaces that are seamless, functional and frictionless.

Healthcare customers don’t want to have to go out of their way to access a service – nor do they want to travel to multiple providers. They want to be seen promptly and in a comfortable setting. The entire experience is increasingly aligning with an all-in-one, hospitality-inspired approach.

Does Your Healthcare Facility Meet Expectations?

Designing an all-in-one healthcare facility is no simple task – but it’s an essential one if you’re to remain competitive now and in the future. Let’s explore some of the expectations customers – and staff – have of a full-service facility in 2019.

  • Multiple services under one roof. Healthcare customers increasingly expect their provider to be a “one-stop shop” offering services such as diagnostics in addition to consulting. They want to be able to minimize travel and repeat visits, as well as to reduce wait times as much as possible.
  • Supporting amenities. As healthcare facilities increasingly become integrated within live-work-play environments, customers expect that they offer, or are proximate to, amenities such as retail and food and beverage facilities.
  • Multiple target audiences. A full-service facility needs to cater to customers of various backgrounds, ages and needs. Design needs to be both targeted and general to cater to the expectations and requirements of, for example, younger and older patients. This can be achieved by a strategic mix of branding and space activation. For example, different registration/waiting areas and shared consulting or diagnostic rooms.
  • Integrated technology. Connectivity and automation are vital for improving the customer experience in a healthcare context. From smart beds to centralized systems, facilities that build technology and data into their everyday environment are primed for success.
  • Collaborative/educational spaces. Collaboration drives efficiency. Collaborative spaces allow practitioners and staff to come together to learn from each other, share best practices, decompress and ensure consistent communication throughout the facility.
  • Flexibility. Healthcare is increasingly taking cues from hospitality and retail. As trends in these spheres come and go, so do those in healthcare. Being able to adapt to changing technological and social change is crucial.

Designing for the Customer Experience

As costs rise and consumers exhibit heightened expectations, healthcare facilities need to ensure that the experience they offer is in line with customer demand. If your healthcare business is looking to expand, relocate or redesign, it’s vital to do so in a way that not only aligns with the demands of today’s customer but anticipates those of tomorrow’s.

That entails being flexible, efficient, collaborative, and hospitality oriented – all under one roof.

 

READ MORE

Prevention = Sustainability


November 26, 2018 For Doctors

An-Apple-A-Day

The problem: shrinking margins and rising costs in the healthcare industry.

While there are many strategies that the sector is employing to combat these issues, one that has gained recent attention is preventative care. This strategy is being executed on a global level, as healthcare organizations are shifting from volume to value.

With illness and chronic conditions being one of the largest drains on our economy, stakeholders (business and personal) have been advocating for an increased focus on prevention.

What is Preventative Healthcare?

Preventative healthcare comes in a variety of shapes and sizes. It can include, but isn’t limited to:

  • Proactive outreach
  • Mental health support
  • Addiction treatments
  • Nutrition education
  • Counseling on topics such as weight loss, substance abuse, depression, life balance, etc.
  • Vaccinations
  • Screenings for cancer and other serious conditions
  • Routine physicals and wellness visits
  • Pre-natal care
  • Disease detection

The End Goal

Deloitte’s 2018 Global Health Care Outlook notes, “stakeholders are advocating the shift away from a ‘break-fix’ model of healthcare that is centered around episodic and transaction-based treatments.”

If doctors can move beyond that model and focus more on prevention and holistic health, they will not only reduce costs, but prevent hospitalizations, ER visits, and detect diseases earlier.

After all, it makes financial sense to invest in keeping people and populations healthy, as preventative health interventions are more cost-effective than treatment procedures. Especially now that payers are starting to reimburse for preventative medicine. Great news seeing as chronic disease is one of the costliest health-care drivers.

If your office is willing to embrace this trend, lower turnaround time and enhance the efficiency of the office visit, you will have a larger opportunity for growth.

Is your office ready to handle this trend? If you need to optimize or increase your office space, give us a call!

 

READ MORE

How Your Practice’s Location Affects Your Success


November 9, 2018 For Doctors, quick tips

Medical-Practice-Location

We’ve all heard it before: location, location, location. This is especially true for medical practices. It’s arguably one of the most important decisions you’ll make for your practice.

While a location that isn’t exactly ideal may save you money on rent, you’re more likely losing money by sacrificing the advantages that a prime location can offer.

Factors to consider

Whether you’re just starting a new practice, moving locations or expanding, make sure you consider these aspects of your practice’s location.

Demographics

Yes, the population size is important as it means a bigger pond to fish from, but you should also consider the average age of the population, family size, median income, and more. These factors will give you insights on the type of insurance individuals may have.

It’s also important to look at the future expectations for the area. Is the area growing? Are there new neighborhoods popping up?

Your Target Patients

You want a location that is close to wear your target patients live, work and play. For example, if you are a pediatrician, you’ll want to be near schools and family-oriented neighborhoods.

Referral Sources

Another consideration is your top referral sources (or potential referral sources) in the area. Are you near primary care physicians or complimentary specialists? Are the hospitals in the area planning on growing?

Competition

What’s the ratio of providers to residents? Are the practices in the area new or are they ingrained in the community?

Visibility and Access

Finally, take a look at your potential location’s visibility and access. Can people see you? Can they get to you? Is parking a nightmare? Check traffic patterns and note how smooth the route to get to your office would be during the busiest hours.

Location matters

All of the items listed above should be analyzed for multiple sites to ensure you are making the best decision.

Ultimately, the location of your medical practice should be a keystone in your business strategy, not a line on your budget sheet. Need help with a location analysis? Give us a call!

READ MORE

Social Media Marketing for Doctors and Medical Practices


October 30, 2018 quick tips

Social-Media-For-Doctors

Social media is here to stay, and it behooves the savvy business owner to learn how to use it effectively to market their medical practice. Whether you’re a doctor, chiropractor, dentist, etc. the goal is the same: help more people who have the problem(s) that you solve.

You can use social media to humanize your brand, educate current and potential clients, connect with other industry professionals, and communicate with your audience in a way that’s transparent, informative, and engaging.

Here are some guidelines we’ve put together to help you achieve this:

Step 1: Show Up

Choose the right social platforms for your industry. Most experts recommend focusing your attention on no more than three social platforms. Facebook and LinkedIn are our favorites, but Twitter, Instagram and Pinterest are great options too.

Facebook especially has become a go-to resource for not only interaction but information. People often look to their trusted network on Facebook for suggestions, especially when it comes to their health. Ex: “Does anyone have a great pediatrician they recommend in the DC Metro Area?”

Step 2: Post Good Content

For medical professionals looking to grow their business, it’s important to share information that is relevant to the people whose attention you’re trying to capture (your audience).

The types of information you post should vary to keep things fresh, but here are some good categories to keep in mind:

  • Informational Content
    • Office hours, holidays, link to appointment scheduling page/platform
  • Educational Content
    • Provide accurate information to your current and potential clients.
  • Seasonal Offers
    • Flu shots, back to school check-ups, etc.
  • Demonstrating Expertise
    • Share photos from industry events you attend, community involvement
  • Patient Stories and Reviews
    • People trust reviews now more than ever.
  • Promotional Offers
    • Sprinkle these in limitedly but make people aware of new services or limited time offers.
  • Show off your office
    • Your office space is a representation of your practice’s legitimacy, credibility and care for patients.

Step 3: Post regularly

The more regularly you post, the better your engagement will be with your audience. It’s important to set a schedule and make your efforts a habit, whether you do it weekly or daily. Just like with email marketing and blogging, your audience will quickly forget who you are amongst all the noise unless you make a targeted effort to keep yourself visible and relevant.

Step 4: Engage!

The golden ticket of social media is engagement. Whether you’re sharing pertinent information or answering questions, it’s not enough to just post. Answer questions, respond to comments and ask questions to engage with current and potential clients. We know as a doctor you are extremely busy, but a little time and effort on social media can make a big difference. Here are some strategies you can employ:

  • Office hours – schedule an hour a week that you’ll be on social media answering questions
  • Designate a staff member to be in charge of responding to posts on your social media accounts

Learn from the Pros

Some doctors are ahead of the game and have a social following (and high demand for an appointment). One example is Dr. Pimple Popper. That’s right. Dr. Sandra Lee, a dermatologist in Los Angeles, has become a viral sensation. She now has her own show after harnessing the power of social media to share stories her audience would resonate.

Dr. Howard Luks has also grown a large social following, as he makes videos explaining common orthopedic injuries and treatment options.

Here are some great local examples of practices that are killing the social media game in our area:

Shady Grove Fertility

Capital Women’s Care

Bitar Cosmetic Surgery Institute

Visionary Eye Doctors

Now It’s Your Turn

Social media has the power to increase your practice’s visibility, market your offerings, drive engagement and stay top of mind. Practices that put in the time and effort will likely see more patients coming in. Take your practice to the next level by meeting patients where they already are.

Connect with us on Facebook and LinkedIn to see what all the fuss is about!

READ MORE

6 Common Medical Office Manager Pain Points and How to Avoid Them


September 18, 2018 quick tips

Medical-Office-Manager-Pain-Points

Keeping a medical practice running smoothly is one of the hardest challenges office managers face today. Having to juggle various administrative burdens while keeping your office fully staffed and maintained often takes a backseat to acquiring more patients.

Ensuring your patients’ satisfaction means tending to their worries and woes. The best way to do that is to have a staff that’s attentive, available, and extremely knowledgeable. Your staff must be willing and ready to meet with their patients one-on-one, give accurate and adequate information and offer each patient peace of mind.

READ MORE

Growing Pains of Electronic Health Records and the Impact on Healthcare Offices


Electronic-Health-Records

A millennial healthcare experience

A 25-year-old man goes in to see his doctor. He has a series of questions about symptoms he has and a few ideas of what could be wrong based on online research.

The doctor examines him, and she quickly rules out a couple of the man’s suggestions but finds one is a real possibility. She decides to order some blood work to confirm, submitting the order on her tablet. Then, she adds a few notes to the patient’s electronic chart.

The next day, the patient receives a text message notifying him that his test results are now available in his patient portal. He quickly logs in and reviews the info. It includes a message from his doctor, outlining a brief plan of action and direct contact number for any questions.

Sound familiar to you?

This is the landscape that every healthcare office either has entered or will enter in the near future.

READ MORE

Medical Real Estate Becoming More of a Priority


August 17, 2018 For Doctors

Medical-Real-Estate

Healthcare systems used to think about real estate in terms of finding four sturdy walls and a roof that fit their bottom line. But, in 2018, healthcare executives are becoming increasingly strategic in their real estate decisions, labeling it as a high priority.

The factors that have spurred this shift are lower reimbursements, the entrance of nontraditional healthcare delivery and the aging population. Healthcare executives are now making it a top priority to control costs, improve efficiency and increase returns on their real estate investments.

Healthcare real estate is no longer strictly a liquid asset that is managed to increase cash flow and free up capital for other projects. Now, healthcare real estate is seen as a way to improve the sustainability of operating margins.

READ MORE

Timing is Key: When to Begin Your Real Estate Transaction


July 16, 2018 quick tips

Timing-Your-Real-Estate-Transaction

As the adage goes, “Timing is everything.” This applies to real estate as well, especially when you are searching for that perfect place for your medical practice to call home.

How do you know when to start? You don’t want to be the little piggy that went to the market too early or too late. Too early, and landlords or sellers may not negotiate with you yet, or they’ll expect you to be ready to move forward immediately. Too late, and things get real expensive real fast.

The reality is that most people underestimate how long it takes. Set yourself up for success by understanding how long different transactions take. Here’s a breakdown of timelines for the most common situations and how to navigate them.

READ MORE

The Boutique Retail Approach to Healthcare


June 27, 2018 The GZ Take

Medical-Realty-Boutique-Approach

Healthcare is and always has been an industry that changes rapidly. 2018 has been no different, but this year the trends have focused on value, quality of care, and patient outcomes.

Many medical practices have been scrambling to try to figure out how they can deliver the best patient care experience while continuing to turn a profit. This challenge has become more and more difficult due to high overhead, tightened government regulations, and only a finite number of hours in the day with which to devote to patients.

READ MORE

Micro-Hospitals On The Rise


June 15, 2018 The GZ Take

As baby boomers age and patients increasingly seek care in non-hospital settings, micro-hospitals are emerging as a solution for providing essential healthcare at the community level.

Capable of meeting up to 90% of local healthcare needs, micro-hospitals fill the gap between emergency departments and full-service hospitals. They deliver more services than typical outpatient or urgent care centers, including diagnostics, labs and surgery provision. Plus they’re efficient and economical to build.

READ MORE

The Growing Need for Data Security in Healthcare


June 7, 2018 quick tips

GZ-data-security-healthcare

Healthcare security threats are ever-changing and ever-growing. And so are their associated costs. The costs of healthcare data breaches are among the highest of any industry. Each breach costs $380 per record — or $6.2B globally.

With 90% of hospitals reporting a breach, the risk of facing these costs is all too real.

READ MORE

Debunking A Myth: You Save Money By Not Using an Agent/Broker


May 14, 2018 For Doctors, quick tips

You wouldn’t perform surgery on yourself, would you? Whether you’re negotiating a lease renewal or looking for a new space, believe it or not, you won’t save money by eliminating the middleman. In fact, you may cost your practice more.

Another thing to keep in mind is that there is a commission pool built into most lease deals comprised of rental funds. If you don’t hire a broker to represent you, the landlord’s broker or leasing agent will take the full commission. If you are represented, the fund is shared with your broker or agent. Either way, the commission comes from the pot, not your pocket.

READ MORE