Medical Practice Management Books, Journals and Articles for Physicians, Practice Administrators and Doctors' Office Managers

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Costs and Prevention of Patient Defection

Costs and Prevention of Patient Defection

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by Roberta N. Clarke

Although other industries have recognized that increased customer loyalty brings increased revenues and profitability, few medical practices have sought even to measure patient retention or loyalty. When patients leave a practice, new patients must be attracted to replace lost ones at significant cost, often invisible to and underestimated by physicians.