How do patients see your practice?

By Peter Pollack

Speaking at the Practice Management Symposium for Practicing Orthopaedic Surgeons at the 2011 AAOS Annual Meeting, Thomas J. Grogan, MD, emphasized that successful practices must take into account the public face of their offices.

“What I have found is that my receptionist drives more work to my practice than anybody else…probably including me,” he explained. “If she’s empathetic when she’s on the phone, the patient will often come to see me eventually, even if that person chooses another physician initially for insurance reasons, just because he or she liked my receptionist.”

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