Alejandro Badia

The writer is an experienced healthcare practice marketer who has developed succinct protocols for customer service, patient acquisition and retention via basic principles that are used in other industries. The irony is that where the public needs compassion and feedback most, as patients in pain or with deficit, the system has often robbed them of this sense of caring. The increasing bureaucracy of medicine screams for a book like this that will help clinicians, office managers and staff understand the importance of basic customer service AND how to implement it. Beyond Bedside Manner will be a monumental work in our journey back to caring in healthcare3.0, the consumerization of healthcare.