Why Poor Customer Service Continues in Medical Practices

This Week's Healthcare Online News
HRMilitary.com
Hampton VA program can monitor from afar
July,07,2013
by+Hugh Lessig
Rick Martin, a registered nurse at the Hampton VA Medical Center, has honed his bedside manner over the telephone. Martin is part of a growing program that allows ailing veterans to live at home while the Hampton VA monitors their condition via telecommunications equipment. Using desktop devices that connect via telephone lines or cellular signals, Martin can effectively monitor a patient's blood pressure, weight and other vital signs.
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Fierce Health IT
Searching for health info online? Beware of tracking
July,09,2013
by:+Ashley Gold
There's yet another health privacy threat to worry about--health websites--as they share user search terms for advertising purposes, according to an article published online this week in JAMA Internal Medicine.
The business model of patients who use the Internet to search health-related information and in turn, having those websites gather information on them for target advertising makes things complicated, according to the study author Marco Huesch, of the University of Southern California in Los Angeles.
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Physicians Practice
Why Poor Customer Service Continues in Medical Practices
July,05,2013
By:+Robert Thomson
I walked upstairs and entered the office for my second medical appointment of the day. When I walked up to the receptionist desk, a young man with a headset on, who had been looking at a computer monitor in front of him waited, then looked up at me and said, "Name"? No smile, no facial expression. I got the feeling I had interrupted something. Still upset from my previous appointment I said to him, "Well hello to you too." in my most sarcastic voice. If he got my message he did not show it. I gave him my name and he told me to have a seat in the waiting room.
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Fierce Health Payer
Progress report: States move toward exchange readiness
July,04,2013
by:+ Dina Overland
With only three months left before enrollment in the health insurance exchange opens, much work remains before the online marketplaces are ready. Here's where some states operating their own exchange stand, according to the Commonwealth Fund.
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Featured Report: Going private Employers see benefits in choice of insurance exchanges

This Week's Healthcare Online News
Healthcare Info Security
Can Social Media Detect Suicide Risk?
July,05,2013
by+Marianne Kolbasuk McGee
Can real-time analysis of social media and mobile device text data help detect suicide risk among U.S. service veterans? That's what a new research collaboration involving Facebook is trying to figure out.
But some privacy experts raise concerns about whether individuals will be accurately informed about how their data will be collected, used, and safeguarded.
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HIE WATCH
ACA employer mandate, reporting voluntary until 2015
July,03,2013
by:+Mary Mosquera
The Obama administration announced late Tuesday that it has delayed until 2015 the healthcare reform law's requirement that businesses with more than 50 employees must offer them insurance, bending to criticism that requirements were burdensome and complex.
“We have heard concerns about the complexity of the requirements and the need for more time to implement them effectively,” Mark Mazur, the treasury department’s assistant secretary for tax policy, explained in a blog. “We recognize that the vast majority of businesses that will need to do this reporting already provide health insurance to their workers, and we want to make sure it is easy for others to do so.”
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Fierce Health IT
Patient portals not quite ready for med adherence
July,05,2013
By:+Ashley Gold
Patients are enthusiastic about using online portals to manage their medications, but more features and functionality are necessary to maximize medication management and adherence, according to a study published this week in the Journal of Medical Internet Research. The study's authors point out that no data exist about the potential and real uses of patient portals for medication adherence to improve outcomes.
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Modern Healthcare.com
Going private Employers see benefits in choice of insurance exchanges
June,29,2013
by:+ Jonathan Block
Carl Cudworth, director of benefits at Houghton Mifflin Harcourt Publishing in Austin, Texas, was facing steeply rising health insurance costs for his company's 700 retirees. In 2010, he shifted away from offering them a menu of several health plans chosen by the company, with the company paying a fixed percentage of the premium for each plan. Instead, Houghton Mifflin gave them a fixed dollar amount and referred them to a private health insurance exchange operated by San Mateo, Calif.-based Extend Health, which subsequently was acquired by consulting firm Towers Watson.
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Featured Report:19 Ideas for Spending Less Time Blogging

This Week's Home/Small Business Online News
Media Post Marketing Daily
Marketers: Make Email Responsive, Scalable
June,29,2013
by+Aaron Baar
Email marketing has been around nearly as long as email itself, but with more people using their smartphones for more than voice communication, marketers may not be optimizing their campaigns for the mobile platforms.
According to digital communications company Yesmail Interactive, more than a third of emails are opened on a mobile device, but more than three-quarters of marketers have only a basic mobile strategy that does not adapt email campaigns. At the same time, half of consumers say mobile emails are difficult to read because they have to scroll too much (29% say the layouts of the emails are wrong for their mobile screens)
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Small Business Newz
Integrate SEO, Social Media & Content Marketing Into Your Business
June,25,2013
by:+Lee Odden
In today’s age of ubiquitous connectivity, many small businesses have implemented a variety of online marketing efforts to attract new customers and increase overall sales. Unfortunately, results can vary significantly because tools are only as good as the expertise of the person using them.
The lure of the “next big thing” can create online marketing inefficiencies when small business owners try to be a marketing “jack of all trades and master to none”.
For example, the rapid growth and adoption of the social web can be overwhelming for small business marketers. Consider these social network growth statistics:
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Upstart Business Journal
Anonymous founders of anonymous social network speak out
June,24,2013
By:+Michael del Castillo
The founders of the anonymous social network Duvamis take anonymity so seriously that last week when they launched the site, they refused to say a word. And for a company with such an interesting business model—following on news that social network providers like Facebook and Google were sharing data with the NSA—it seemed like kind of a loss. So I reached out to the founders one more time, and waited for a response
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Smart Brief on Social Media
Social Media Productivity – 19 Ideas for Spending Less Time Blogging
June,25,2013
by:+Mike Brown
Yes, blogging takes time, especially if you are publishing on a regular, frequent schedule. When other business and life pressures push for time, something has to give. One approach is to improve your social media productivity. Recently, I was trying to figure out ways to spend less time blogging to free up time for other work and creative activities.
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Featured Report: Grass-roots efforts aim to educate public on Affordable Care Act

This Week's Healthcare Online News
Mobi Health News
Most patients want their doctors to prescribe apps
July,01,2013
by+Jonah Comstock
A staggering 90 percent of chronic patients in the US would accept a mobile app prescription from their physician, as opposed to only 66 percent willing to accept a prescription of medication, according to a recent survey from health communications firm Digitas Health. Digitas presented preliminary research findings at a recent event in London, PMLiVE reports.
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iHealthBeat
Patients Turning to Crowd-Funding Websites for Medical Care Costs
July,02,2013
by:+Staff
Crowd-funding websites for patients' medical expenses are growing in popularity, and several medical institutions and associations are now joining the industry, Kaiser Health News/Washington Post reports.
How the Sites Work
Medical fundraising websites operate like online business fundraising sites, such as Kickstarter. Individuals can participate in fundraising on the sites by:
Setting up a Web page;
Including personal stories and a fundraising goal; and
Publicizing the page through social media sites.
Donations generally are accepted through PayPal or credit cards.
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Med City News
Reactions to employer mandate delay: What’s the implication for health insurance exchanges?
July,03,2013
By:+Stephanie Baum
The Obama Administration’s move to delay the employer mandate by a year until 2015 has led to a lot of speculation in the Twittersphere and blogosphere. With such a complex law with so many moving parts, there were always going to be changes, it was just a question of when and how much.
Does this signal the beginning of the end of employer-provided insurance? Will it mean more people turning to the health insurance exchanges, set to go live in October, sooner rather than later? How will these exchanges cope if many more people need to begin using them sooner rather than later, when they are still works in progress. Will delaying the political fallout of the employer mandate until after the 2014 midterm elections save more Congressional seats for Democrats?
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Modern Healthcare.com
Grass-roots efforts aim to educate public on Affordable Care Act
June,29,2013
by:+ Jessica Zigmond
Nearly a year to the day after the U.S. Supreme Court found the Patient Protection and Affordable Care Act constitutional, HHS Secretary Kathleen Sebelius launched her department's public awareness and outreach campaign and identified what she sees as its most daunting challenge ahead: Too many Americans still don't know enough about the Affordable Care Act and how it will affect them.
That's why the Obama administration is counting on consumer groups, community health centers, healthcare provider associations and other organizations to educate millions about the law and how to enroll in coverage.
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Featured Report: Walgreen, CVS expand further into retail health with clinics

This Week's Healthcare Online News
Modern Healthcare.com
New healthcare rights, thanks to DOMA ruling
June,26,2013
by+Joe Carlson
The U.S. Supreme Court's landmark ruling this morning striking down the 1996 Defense of Marriage Act is expected to have a major impact on health coverage and other benefits for legally married same-sex partners of federal employees and members of the military, as well as on tax treatment for private health coverage.
The law had barred the government from treating same-sex partners as married, raising the cost of healthcare for same-sex couples and denying them eligibility for federally guaranteed rights such as medical and family leave, and, in some cases, Medicare eligibility.
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Fierce Health Payer
Health savings account enrollment on the rise
June,28,2013
by:+Dina Overland
Enrollment in health savings accounts (HSA) has grown to roughly 15.5 million people--an increase of almost 15 percent from last year, according to a new census report from America's Health Insurance Plans.
What's more, AHIP found HSA enrollment has more than tripled in the last six years. The biggest membership increase--from 7.9 million in January 2012 to 9.6 million this January--occurred in the large group market, which has almost 70 percent of all HSA enrollment in 2013, up from 59 percent in 2012.
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Health Data Management
New Support for National Health Information Exchange
June,19,2013
By:+Joseph Goedert
In the fall of 2012, the work done by the federally funded Nationwide Health Information Network Exchange transitioned to a public-private initiative called eHealth Exchange.
Now, nine organizations or vendors are the founders of Healtheway, a not-for-profit organization that will operationally support eHealth Exchange. The founders are the American Medical Association, Epic Systems Corp., Informatics Corp. of America, Kaiser Permanente, MedVirginia, Mirth Corp., New York eHealth Collaborative, Orion Health and the Workgroup for Electronic Data Interchange.
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Modern Healthcare.com
Walgreen, CVS expand further into retail health with clinics
June,28,2013
by:+Ashok Selvam
Rival drugstore chains continued this week to expand their footprints in retail health with retail clinics. Walgreen Co. announced a new clinic adjacent to Johns Hopkins East Baltimore medical campus, while CVS Caremark Corp. announced a partnership with Parkridge Health System to run seven clinics near Chattanooga, Tenn. These moves are indicative of the continued push by retailers into healthcare, buoyed by the Patient Protection and Affordable Care Act.
CVS also announced the opening of two clinics in Pennsylvania's Lehigh Valley. Woonsocket, R.I.-based CVS plans to open 150 clinics this year. Deerfield, Ill.-based Walgreen operates clinics in 20 states, including the nation's capital.
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