Beyond Bedside Manner: Insights on Perfecting the Patient Experience

by Shareef Mahdavi

Why is it that some businesses nail the customer experience, while others miss it completely? Healthcare providers are no exception. Much of the current anger about the state of healthcare can be traced back to a poor patient experience.Beyond Bedside Manner redefines the doctor-patient relationship in ways that create significantly more value for everyone in the chain of care. This includes the patient, the doctor and the practice. Grounded in lessons from the marketplace, this book is organized around six critical • What business are you in? • What do patients really want? • Who is on your team? Does your environment work for or against you? • Does your environment work for or against you? • How do you build awareness that's sustainable? • Where do fees fit in the decision-making process?Learn what author Shareef Mahdavi has learned from decades of working with doctors and their teams. Take the time to find how to build the modern practice by creating a memorable patient experience that will exceed expectations. Printed in the United States of America.Cover and Layout Story Seven PublishingFirst-line Kennedy Mahdavi Primary and Proofreading Alyssa Tschirgi

217 pages, Kindle Edition

Published May 18, 2020

Reviews

[Roland Curit · Rating 5 out of 5]

I am a part time massage therapist slowly inching towards full time as I approach retirement from the corporate world. One thing I struggle with is attracting new clients. I have tried many types of advertising, offers, discounts, gift certificates – but nothing seems to stick. I’ve even read countless online reviews for books on advertising, but nothing piqued my interest until I found “Beyond Bedside Manner.” This book revealed that my focus was largely misplaced. Although written for the medical community, the ideas and concepts it contains can be applied to any service industry. Indeed, after reading just the first few chapters, I forgot the book wasn’t dedicated solely to massage therapists! “Beyond” is easily digestible. It has nearly 60 chapters, but each is at most three pages long. There is no fluff. No filler. The excess water has been boiled away and all that remains is substance.

People spend their money on four things: commodities, goods, services, and experiences. Massage therapists provide a service, but Shareef suggests we brand our service as an experience. A service alone will not distinguish one therapist from another, but the experience you provide a client before, during and after the service can be a differentiator. A memorable experience translates into a repeat customer. The most memorable quote from the book is attributed to Geek Squad founder Robert Stephens. “Advertising is the price you pay for being unremarkable.” Or stated less eloquently, if the service and experience you provide is memorable, your clients will do the advertising for you.

A few chapters in the book are also dedicated to pricing. The author does not recommend discounting services to attract customers. A discounted price suggests a service is price based rather than service based. Ensure your service is priced appropriately and then overdeliver with the experience.

I typically donate my books after I have read them, but “Beyond Beside Manner” will remain on my shelf. It has opened my eyes to the possibilities that lie ahead. I will return to it anytime my business needs a boost, or I need a refresher.

[Kennedy · Rating 5 out of 5]

This is a fantastic read for anyone in health care. The thoughtfully curated, well-organized insights imbue the core tenets of medicine with best business practices. This is a key resource for anyone looking to distinguish their practice, elevate the patient (& employee) experience, and set the stage to grow a more successful and sustainable practice.