BC Advantage - 2025 Issue 2

From Donuts to Healthcare: Tiffany Goodale Knows How to Serve Up a Great Patient Experience

When patients and their families arrive for an appointment at a medical office, there's a good chance they are feeling vulnerable, uncertain, and fearful. And so it's not surprising when frustration rises as the clock ticks on, well beyond a scheduled appointment time with no word from anyone about when their turn to be seen by a provider will come. It sets the wrong tone for the practice and the patient experience.   The front office team is the first face-to-face impression of a facility for patients and their families. Often, these employees have basic administrative training and lack...

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