Newsletter : The Occiden Advantage - Healthcare Beyond the Screen
- Occiden and Company
- Jul 31
- 4 min read
Hi Clinic Leaders,
Welcome to your Occiden & Company update for June and July! This past stretch, we've been diving deep into challenges I know many of you face: keeping patients happy and trusting, and making sure your clinic’s finances are as healthy as your patients.
You might notice we often pull insights from unexpected places – like aviation, hospitality, and manufacturing. Why? Because the core issues of efficiency, communication, and process improvement aren't unique to healthcare. By looking at how other high-stakes, high-volume industries operate, we can find incredibly effective ways to help your clinic achieve predictable revenue, strategic growth, and even better patient care.
June & July Highlights: Reclaiming Time & Trust
This summer, our focus was squarely on tangible ways to improve your clinic's operations and financial health.
Elevating Patient Experience (June Insights)
We explored how managing patient expectations isn't just about being nice; it's a strategic move that impacts everything from cancellations to staff burnout.
"Managing Patient Expectations in Specialty Clinics": Ever feel like ambiguity is your biggest enemy? This blog breaks down how unclear communication leads to patient dissatisfaction. We looked at lessons from airlines and retail, introducing frameworks like Lean to boost predictability, the Service Recovery Model for proactive problem-solving, and Retail Transparency Tech for real-time updates. The takeaway? "Say more—at the right time" to prevent issues before they start. [https://www.occiden.ca/post/managing-patient-expectations-in-specialty-clinics]
"What Luxury Hotels Know About Patients That Most Clinics Don't": This piece reveals a profound truth: luxury hotels manage emotions, not just people. Are your patients feeling invisible, even with minor delays? We introduced Emotional Efficiency Frameworks for clinics, including Anticipation Scripts, Environmental Cues, and the Name-First Protocol. It's all about recognizing that the patient journey starts long before they see the doctor, and your clinic's environment and processes "speak" volumes without saying a word. Compassion, it turns out, is a significant competitive advantage. [https://www.occiden.ca/post/what-luxury-hotels-know-about-patients-that-most-clinics-don-t]
Securing Your Revenue & Time (July Insights)
In July, we shifted gears to the critical financial and operational health of your clinic, highlighting how overlooked inefficiencies can quietly drain your revenue and increase operational costs.
"You’re Not Losing Patients. You’re Losing Money.": This blog tackles a common misconception: clinics often believe patient volume is the issue, when in reality, it's inefficient billing systems silently costing them. Missed claims, incorrect codes, and unbilled visits don't just hit your bottom line; they affect staff morale. Drawing parallels with systematic industries like airlines and Amazon, we emphasize the need to move beyond "memory" or "Post-its" for tracking. We can help you rebuild your team's approach with clear billing workflows, smart EMR setups, and daily habits that ensure sustainable revenue. [https://www.linkedin.com/pulse/youre-losing-patients-money-samantha-stewart-rql1c]
"Time Is the First Thing Derm Clinics Lose: How Running Late Costs Over $100K a Year": Specifically for dermatology clinics, this post digs into how outgrown systems – especially when juggling separate platforms like Med Access and Mindbody – create a "workflow crisis." Double entry, awkward handoffs, and inconsistent rebooking are tell-tale signs. We show how even small time losses (e.g., 15 minutes per patient) can accumulate to over $100,000 annually in lost provider time. Our approach? Architecting workflows around your existing tools to unify intake, streamline charting, and set clear Standard Operating Procedures (SOPs), ultimately reclaiming lost time and improving the patient experience. [https://www.occiden.ca/post/time-is-the-first-thing-derm-clinics-lose-how-running-late-costs-over-100k-a-year]
Introducing the Occiden & Company Podcast!
I'm thrilled to announce the launch of the Occiden & Company Podcast! We've heard from many of you that finding time to read detailed blogs can be a challenge, so we're bringing our insights directly to your ears.
Our very first episode is a "Hello, Behind the Scenes" introduction to who we are, why we do what we do, and what you can expect from future episodes. Here's something really cool: this podcast was created with the help of AI! It's a testament to the incredible growth and endless possibilities technology offers us, even in healthcare.
You can listen to our inaugural episode here: https://youtu.be/CqdOZwufqEg
What's Next? Building Strong Clinic Teams
Looking ahead to August, our focus shifts to one of the most vital assets in any clinic: your team. We'll be sharing insights and strategies on how to build strong, resilient clinic teams that thrive on collaboration, clear communication, and shared purpose. Stay tuned for practical advice on fostering a positive work environment, optimizing roles, and empowering your staff to deliver exceptional care.
Ready to Optimize Your Practice?
At Occiden & Company, our mission is to empower clinics like yours to operate at their absolute best. We provide expert guidance on everything from digital transformation and workflow optimization to enhancing patient care and solidifying your financial health.
If you're ready to transform "busy" into "efficient" and see a real return on your efforts, let's chat.
Book a free opportunity session to discuss how digital tools can improve patient flow in your clinic.
Consider an EMR + Workflow ROI Audit to pinpoint where revenue is slipping away and how to capture it.
For our dermatology clinics using Med Access and Mindbody, explore our Dual-System Audit to reclaim lost time and enhance the patient experience.
Let us help you build a smarter, more predictable, and genuinely patient-centered practice.
Sincerely,
The Occiden & Company Team www.occiden.ca
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