Speaker Will Unmask “Mystery” Patients

SPRINGFIELD — Nationally known author and speaker Suzanne Boswell will conduct a seminar on Nov. 5 at Springfield technical Community College that will detail the factors that health professionals can control in retaining patients, and what it takes to earn patient loyalty.
Participants in the program will learn how patients “qualify” the practice, and will hear audiotapes of patients in focus groups that Boswell conducted for her best-selling book, The Mystery Patient’s Guide to Gaining and Retaining Patients.

Staff members will also learn the significance of every interaction with patients and how to increase and strengthen patient loyalty.

Boswell is the leading authority on patient attitudes and, as a researcher, she is a consultant and often a ‘mystery patient’ who visits practices undercover and conducts surveys and focus groups to evaluate practices from the patient’s point of view.

Space is limited and pre-registration for the seminar is required. For more information, call the Center for Business and Technology at STCC at (413) 755-4502, or (413) 755-4225.