Tales from the Trenches: Patient Complaint

Tales from the Trenches: Patient Complaint

Send us Fan Mail [https://www.buzzsprout.com/2516408/fan_mail/new] We share a real-world story about a patient’s serious allegation against an employee and what it takes to respond with care, speed, and sound judgment. We break down how we build trust, gather facts, and make decisions that protect patients, staff, and the clinic’s reputation.  • A high-stakes allegation coming in unexpectedly  • Why leaders need a trusted HR partner on call  • Asking for details when the topic feels uncomfortable  • Creating trust fast to prevent missing key facts  • Collecting evidence such as video, photos, and texts  • Making a decisive call using the big-picture test  • Protecting clinic culture while reducing HR risk  If you would like an HR assessment or ongoing HR support, please reach out to me at seasoned-advice.com.  If you enjoyed this episode, please subscribe to the show on your podcast app and share it with someone who would value the content.  I also invite you to subscribe to my HR newsletter for Eye Care leaders. You can find information about that at seasoned-advice.com.  === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com [http://seasoned-advice.com/].  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads [https://www.seasoned-advice.com/signup-for-free-downloads]

HIPAA Safe Marketing That Actually Grows A Clinic

Send us Fan Mail [https://www.buzzsprout.com/2516408/fan_mail/new] We talk with Carl White about how private practices can beat bigger competitors by leaning into what independence makes possible and by saying it clearly in their marketing. We also dig into HIPAA blind spots that show up in websites, agencies, and outreach so growth does not turn into unnecessary risk.  • the case for helping private practices stay private and why ownership shapes patient care  • competing with larger systems through clear positioning and nimble decision making  • HIPAA exposure through website contact forms and marketing vendor access to PHI  • why Business Associate Agreements matter and when secure forms can reduce exposure  • a practical approach to growing elective procedures through education and fit, not pressure  • using “should ask” questions to help patients make high dollar decisions with confidence  • permission based email campaigns and how to structure the call to action around a consult  • what HIPAA judgments really cost beyond fines, including trust and operational disruption  • building authority through education and adding approachable social content without oversharing  If you enjoyed this episode, please subscribe to the show on your podcast app and share it with someone who would value the content.  I also invite you to subscribe to my HR newsletter for Eye Care Leaders. You can find information about that at seasoned-advice.com.  === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com [http://seasoned-advice.com/].  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads [https://www.seasoned-advice.com/signup-for-free-downloads]

Smarter Spending For Eye Care Clinics

Send us Fan Mail [https://www.buzzsprout.com/2516408/fan_mail/new] We talk with Dr. Cynthia Matosian about the leadership moves that keep eye care practices sustainable when costs rise and reimbursements fall. We dig into building patient-first culture, learning the business skills most clinicians never get taught, and using smarter purchasing to protect margin and reinvest in the team.  • planning a thoughtful transition from clinical work to a second career chapter  • building a patient-centric culture through weekly mission-driven staff training  • closing the business knowledge gap with admin-side education and mentorship  • mastering revenue cycle management and reviewing financials consistently  • rolling out automation and software one platform at a time  • investing in staff tools and professional development to boost retention  • defining the practice administrator as the connector between physicians and staff  • creating safe space for staff to surface bottlenecks and pain points  • making purchasing decisions based on measurable outcomes and shared results  • using a group purchasing organization to lower costs on common supplies and services  If you enjoyed this episode, please subscribe to the show on your podcast app and share it with someone who would value the content. I also invite you to subscribe to my HR newsletter for Eye Care Leaders. You can find information about that at www.seasoned-advice.com.  === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com [http://seasoned-advice.com/].  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads [https://www.seasoned-advice.com/signup-for-free-downloads]

Hillary Golden: Lessons in Glaucoma Patient Care [Replay]

Send us Fan Mail [https://www.buzzsprout.com/2516408/fan_mail/new] In this episode, which originally posted in June 2025, my esteemed guest was Hillary Golden.  Hillary is a keynote speaker and advisor on the topic of patient care in ophthalmology with a particular focus (no pun intended) on glaucoma.  Doctors, practice administrators, and healthcare technicians will learn about the experience of a patient from diagnosis to ongoing treatment. Whether you are in eye care or not, this is an episode for you.  === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com [http://seasoned-advice.com/].  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads [https://www.seasoned-advice.com/signup-for-free-downloads]

Clinic Marketing That Actually Works

Send us Fan Mail [https://www.buzzsprout.com/2516408/fan_mail/new] We talk with Jennifer Church Kilkenny about what actually drives growth for cash-pay services in healthcare, from local search intent to email lists you control. We also get real about social media tactics, staff involvement, paid ads strategy, and the compliance lines clinics cannot cross.  • her core client mix across aesthetic medical practices and the rise of med spas across specialties  • using goals and local search trends to pick services, messaging, and differentiators  • why the website is the most important marketing asset and why an email list compounds trust  • building marketing permission into intake forms so you can ethically educate existing patients  • when TikTok Live can outperform Instagram Live for reaching new people  • avoiding forced humor and keeping marketing aligned with real practice culture  • involving staff while using approvals, policies, and clear limits on personal posting  • choosing Meta ads for low risk offers and Google ads for high intent procedures  • HIPAA compliant marketing limits including why retargeting pixels can be risky  If you enjoyed this episode, please subscribe to the show on your podcast app and share it with someone who would value the content.  I also invite you to subscribe to my HR newsletter for Eye Care leaders. You can find information about that at www.seasoned-advice.com.  === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com [http://seasoned-advice.com/].  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads [https://www.seasoned-advice.com/signup-for-free-downloads]