Chapter 19 Medical Practice Marketing and Customer Service

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advocate
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an individual who represents the patient when healthcare decisions are made.
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blog
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an online journal that providers can use to share their experiences in caring for patients.
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cost benefit analysis
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an assessment that weighs the benefit of attracting patients against the cost required.
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liaison
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an individual assigned to communicate between multiple parties when the financial responsibilities of a deceased patient’s estate are settled.
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patient-centered medical home (PCMH)
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a model philosophy intended to improve the effectiveness of primary care. this approach is promoted by the National Committee for Quality Assurance (NCQA).
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patient navigator
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a person who identifies patient’s needs and barriers and assists by coordination care and identifying community and healthcare resources to meet the needs.
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site map
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a list of all web page links on a website.
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social media
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internet-sponsored, two-way communication between individuals, individuals and businesses, or between businesses.
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target market
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the groups of people most likely to need the medical services the practice offers.
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telemedicine
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video-conferencing technology that enables the delivery of quality healthcare at a distance.

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