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Unjargoned: Feedback Management, Pufferfish, and Kmart

·35 min·3 clips

Tina reveals how Luma's feedback system transformed how Southlake Pediatrics collects and responds to patient reviews.

The hosts interview three leaders from Southlake Pediatrics about how they transformed their front desk operations by applying retail customer service principles to healthcare. They discuss their feedback management system, AI implementation, and the cultural changes that helped them become a top-rated pediatric clinic.

As heard by us

A grounded clinic conversation about service, safety, and the labor behind patient access.

The piece lands best when it treats clinic life as work, not theory. A front desk conversation about reviews, customer service, and patient access makes the larger point without dressing it up.

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Why you'd press play

For when you want healthcare ops talk that feels like a real front-desk shift.

Read the full recommendation in PlayNext →

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