GET https://rct.dev.bbntimes.com/science/how-to-teach-doctors-customer-service

Response
200 OK
IP
3.143.4.99
Profiled on
Token
de68bd

ArticleController :: show

Request

GET Parameters

None

POST Parameters

None

Uploaded Files

None

Request Attributes

Key Value
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"App\Controller\ArticleController::show"
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_security_firewall_run 
"_security_main"
_stopwatch_token 
"88c454"
category 
"science"
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"how-to-teach-doctors-customer-service"

Request Headers

Header Value
accept 
"*/*"
accept-encoding 
"gzip, br, zstd, deflate"
connection 
"close"
cookie 
"HandLtestDomainNameServer=HandLtestDomainValueServer; handl_ip=3.143.4.99; handl_url_base=https%3A%2F%2Fsearchbusinessgroup.com%2Fwp-json%2Foembed%2F1.0%2Fembed; care_did=61b0d410-c435-47c1-9fb7-b6aa15f0dd14; handl_landing_page=https%3A%2F%2Fsearchbusinessgroup.com%2Fwp-json%2Foembed%2F1.0%2Fembed%3Fformat%3Dxml%26url%3Dhttps%253A%252F%252Fsearchbusinessgroup.com%252Fplumber-seo-strategies%252F; handl_url=https%3A%2F%2Fsearchbusinessgroup.com%2Fwp-json%2Foembed%2F1.0%2Fembed%3Fformat%3Dxml%26url%3Dhttps%253A%252F%252Fsearchbusinessgroup.com%252Fplumber-seo-strategies%252F; user_agent=Mozilla%2F5.0%20AppleWebKit%2F537.36%20%28KHTML%2C%20like%20Gecko%3B%20compatible%3B%20ClaudeBot%2F1.0%3B%20%2Bclaudebot%40anthropic.com%29; PHPSESSID=m6rcd91nn32margu0a3732e093"
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user-agent 
"Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)"
x-php-ob-level 
"1"

Request Content

Request content not available (it was retrieved as a resource).

Response

Response Headers

Header Value
cache-control 
"no-cache, private"
content-type 
"text/html; charset=UTF-8"
date 
"Sat, 22 Feb 2025 08:48:50 GMT"
link 
"</build/runtime.js>; rel="preload"; as="script",</build/644.js>; rel="preload"; as="script",</build/502.js>; rel="preload"; as="script",</build/app.js>; rel="preload"; as="script",</build/view-more.js>; rel="preload"; as="script",</build/term-condition.js>; rel="preload"; as="script",</build/contact.js>; rel="preload"; as="script",</build/scroll-infinite-article.js>; rel="preload"; as="script",</build/app.css>; rel="preload"; as="style",</build/cookie-style.css>; rel="preload"; as="style",</build/term-condition-css.css>; rel="preload"; as="style",</build/contact-css.css>; rel="preload"; as="style",</build/comment-css.css>; rel="preload"; as="style""
x-debug-token 
"de68bd"

Cookies

Request Cookies

Key Value
HandLtestDomainNameServer 
"HandLtestDomainValueServer"
PHPSESSID 
"m6rcd91nn32margu0a3732e093"
care_did 
"61b0d410-c435-47c1-9fb7-b6aa15f0dd14"
handl_ip 
"3.143.4.99"
handl_landing_page 
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handl_url 
"https://searchbusinessgroup.com/wp-json/oembed/1.0/embed?format=xml&url=https%3A%2F%2Fsearchbusinessgroup.com%2Fplumber-seo-strategies%2F"
handl_url_base 
"https://searchbusinessgroup.com/wp-json/oembed/1.0/embed"
user_agent 
"Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)"

Response Cookies

No response cookies

Session 6

Session Metadata

Key Value
Created 
"Sat, 22 Feb 25 08:48:44 +0000"
Last used 
"Sat, 22 Feb 25 08:48:48 +0000"
Lifetime 
0

Session Attributes

Attribute Value
_csrf/https-comment 
"2qvHFk5EUxSvvSRnF1xa_yFwMuRVRZf5QUKowQW5ZLs"
_csrf/https-cookie_accept 
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Session Usage

6 Usages
Stateless check enabled
Usage
Symfony\Component\Security\Csrf\TokenStorage\SessionTokenStorage:76
Show trace 
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Symfony\Component\Security\Csrf\TokenStorage\SessionTokenStorage:79
Show trace 
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Symfony\Component\Security\Csrf\TokenStorage\SessionTokenStorage:52
Show trace 
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Symfony\Component\Security\Csrf\TokenStorage\SessionTokenStorage:56
Show trace 
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  [
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    "function" => "finishView"
    "class" => "Symfony\Component\Form\ResolvedFormType"
    "type" => "->"
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  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/form/ResolvedFormType.php"
    "line" => 128
    "function" => "finishView"
    "class" => "Symfony\Component\Form\Extension\DataCollector\Proxy\ResolvedTypeDataCollectorProxy"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/form/Extension/DataCollector/Proxy/ResolvedTypeDataCollectorProxy.php"
    "line" => 95
    "function" => "finishView"
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    "line" => 908
    "function" => "finishView"
    "class" => "Symfony\Component\Form\Extension\DataCollector\Proxy\ResolvedTypeDataCollectorProxy"
    "type" => "->"
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  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/src/Controller/ArticleController.php"
    "line" => 220
    "function" => "createView"
    "class" => "Symfony\Component\Form\Form"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/HttpKernel.php"
    "line" => 181
    "function" => "show"
    "class" => "App\Controller\ArticleController"
    "type" => "->"
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    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/HttpKernel.php"
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    "function" => "handleRaw"
    "class" => "Symfony\Component\HttpKernel\HttpKernel"
    "type" => "->"
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  [
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    "line" => 197
    "function" => "handle"
    "class" => "Symfony\Component\HttpKernel\HttpKernel"
    "type" => "->"
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  [
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    "line" => 35
    "function" => "handle"
    "class" => "Symfony\Component\HttpKernel\Kernel"
    "type" => "->"
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  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/autoload_runtime.php"
    "line" => 29
    "function" => "run"
    "class" => "Symfony\Component\Runtime\Runner\Symfony\HttpKernelRunner"
    "type" => "->"
  ]
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    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/public/index.php"
    "line" => 5
    "args" => [
      "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/autoload_runtime.php"
    ]
    "function" => "require_once"
  ]
]
Symfony\Component\Security\Core\Authentication\Token\Storage\UsageTrackingTokenStorage:41
Show trace 
[
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/security-core/Authentication/Token/Storage/UsageTrackingTokenStorage.php"
    "line" => 41
    "function" => "getMetadataBag"
    "class" => "Symfony\Component\HttpFoundation\Session\Session"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/twig-bridge/AppVariable.php"
    "line" => 103
    "function" => "getToken"
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  ]
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    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/twig/twig/src/Extension/CoreExtension.php"
    "line" => 1635
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    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/var/cache/dev/twig/a4/a456f2f504a18cd81037fa69e543310c.php"
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    "function" => "twig_get_attribute"
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    "function" => "displayWithErrorHandling"
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    "function" => "render"
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    "line" => 453
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    "class" => "Symfony\Bundle\FrameworkBundle\Controller\AbstractController"
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    "line" => 253
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    "function" => "render"
    "class" => "Symfony\Bundle\FrameworkBundle\Controller\AbstractController"
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    "line" => 181
    "function" => "renderHeader"
    "class" => "App\Controller\AppController"
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  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/HttpKernel.php"
    "line" => 76
    "function" => "handleRaw"
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  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/HttpCache/SubRequestHandler.php"
    "line" => 86
    "function" => "handle"
    "class" => "Symfony\Component\HttpKernel\HttpKernel"
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  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/Fragment/InlineFragmentRenderer.php"
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    "function" => "render"
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    "function" => "displayBlock"
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    "function" => "display"
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    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/twig/twig/src/TemplateWrapper.php"
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    "class" => "Twig\Template"
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    "line" => 280
    "function" => "render"
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    "function" => "render"
    "class" => "Twig\Environment"
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    "line" => 453
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    "class" => "Symfony\Bundle\FrameworkBundle\Controller\AbstractController"
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    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/framework-bundle/Controller/AbstractController.php"
    "line" => 253
    "function" => "doRender"
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  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/src/Controller/ArticleController.php"
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    "function" => "render"
    "class" => "Symfony\Bundle\FrameworkBundle\Controller\AbstractController"
    "type" => "->"
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  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/HttpKernel.php"
    "line" => 181
    "function" => "show"
    "class" => "App\Controller\ArticleController"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/HttpKernel.php"
    "line" => 76
    "function" => "handleRaw"
    "class" => "Symfony\Component\HttpKernel\HttpKernel"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/Kernel.php"
    "line" => 197
    "function" => "handle"
    "class" => "Symfony\Component\HttpKernel\HttpKernel"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/runtime/Runner/Symfony/HttpKernelRunner.php"
    "line" => 35
    "function" => "handle"
    "class" => "Symfony\Component\HttpKernel\Kernel"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/autoload_runtime.php"
    "line" => 29
    "function" => "run"
    "class" => "Symfony\Component\Runtime\Runner\Symfony\HttpKernelRunner"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/public/index.php"
    "line" => 5
    "args" => [
      "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/autoload_runtime.php"
    ]
    "function" => "require_once"
  ]
]
Symfony\Component\Security\Http\Firewall\ContextListener:171
Show trace 
[
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/security-http/Firewall/ContextListener.php"
    "line" => 171
    "function" => "remove"
    "class" => "Symfony\Component\HttpFoundation\Session\Session"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/event-dispatcher/Debug/WrappedListener.php"
    "line" => 116
    "function" => "onKernelResponse"
    "class" => "Symfony\Component\Security\Http\Firewall\ContextListener"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/event-dispatcher/EventDispatcher.php"
    "line" => 220
    "function" => "__invoke"
    "class" => "Symfony\Component\EventDispatcher\Debug\WrappedListener"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/event-dispatcher/EventDispatcher.php"
    "line" => 56
    "function" => "callListeners"
    "class" => "Symfony\Component\EventDispatcher\EventDispatcher"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/event-dispatcher/Debug/TraceableEventDispatcher.php"
    "line" => 139
    "function" => "dispatch"
    "class" => "Symfony\Component\EventDispatcher\EventDispatcher"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/HttpKernel.php"
    "line" => 214
    "function" => "dispatch"
    "class" => "Symfony\Component\EventDispatcher\Debug\TraceableEventDispatcher"
    "type" => "->"
  ]
  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/HttpKernel.php"
    "line" => 202
    "function" => "filterResponse"
    "class" => "Symfony\Component\HttpKernel\HttpKernel"
    "type" => "->"
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  [
    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/symfony/http-kernel/HttpKernel.php"
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    "function" => "handleRaw"
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    "file" => "/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com/vendor/autoload_runtime.php"
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    "function" => "run"
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]

Flashes

Flashes

No flash messages were created.

Server Parameters

Server Parameters

Defined in .env

Key Value
APP_ENV 
"dev"
APP_SECRET 
"0a988e63f011514eaabfc650b599af4d"
CORS_ALLOW_ORIGIN 
"*"
DATABASE_URL 
"mysql://bbndb_rctuser:33F5W25z40or0f7@localhost:3306/rct_bbntimes"
GOOGLE_RECAPTCHA_SECRET_KEY 
"6LdV5fgpAAAAANxzTG8ZMfIjil1wu-1vrQvnUt-x"
GOOGLE_RECAPTCHA_SITE_KEY 
"6LdV5fgpAAAAAENKcn73MJAhQrbtQeqgyC4wDLMP"
MAILER_DSN 
"smtp://no-reply%40rct.dev.bbntimes.com:Bl6%26gLD48%26Of919@rct.dev.bbntimes.com:465"
MARIADB_PASSWORD 
"i!87pK&!85ezc8"

Defined as regular env variables

Key Value
APP_DEBUG 
"1"
BASE 
"/public"
CONTEXT_DOCUMENT_ROOT 
"/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com"
CONTEXT_PREFIX 
""
DOCUMENT_ROOT 
"/var/www/vhosts/dev.bbntimes.com/rct.dev.bbntimes.com"
FCGI_ROLE 
"RESPONDER"
GATEWAY_INTERFACE 
"CGI/1.1"
HTTPS 
"on"
HTTP_ACCEPT 
"*/*"
HTTP_ACCEPT_ENCODING 
"gzip, br, zstd, deflate"
HTTP_CONNECTION 
"close"
HTTP_COOKIE 
"HandLtestDomainNameServer=HandLtestDomainValueServer; handl_ip=3.143.4.99; handl_url_base=https%3A%2F%2Fsearchbusinessgroup.com%2Fwp-json%2Foembed%2F1.0%2Fembed; care_did=61b0d410-c435-47c1-9fb7-b6aa15f0dd14; handl_landing_page=https%3A%2F%2Fsearchbusinessgroup.com%2Fwp-json%2Foembed%2F1.0%2Fembed%3Fformat%3Dxml%26url%3Dhttps%253A%252F%252Fsearchbusinessgroup.com%252Fplumber-seo-strategies%252F; handl_url=https%3A%2F%2Fsearchbusinessgroup.com%2Fwp-json%2Foembed%2F1.0%2Fembed%3Fformat%3Dxml%26url%3Dhttps%253A%252F%252Fsearchbusinessgroup.com%252Fplumber-seo-strategies%252F; user_agent=Mozilla%2F5.0%20AppleWebKit%2F537.36%20%28KHTML%2C%20like%20Gecko%3B%20compatible%3B%20ClaudeBot%2F1.0%3B%20%2Bclaudebot%40anthropic.com%29; PHPSESSID=m6rcd91nn32margu0a3732e093"
HTTP_HOST 
"rct.dev.bbntimes.com"
HTTP_USER_AGENT 
"Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)"
PASSENGER_COMPILE_NATIVE_SUPPORT_BINARY 
"0"
PASSENGER_DOWNLOAD_NATIVE_SUPPORT_BINARY 
"0"
PATH 
"/usr/local/sbin:/usr/local/bin:/usr/sbin:/usr/bin:/sbin:/bin:/snap/bin"
PHP_SELF 
"/public/index.php"
PP_CUSTOM_PHP_CGI_INDEX 
"plesk-php81-fastcgi"
PP_CUSTOM_PHP_INI 
"/var/www/vhosts/system/rct.dev.bbntimes.com/etc/php.ini"
QUERY_STRING 
""
REDIRECT_BASE 
"/public"
REDIRECT_HTTPS 
"on"
REDIRECT_PASSENGER_COMPILE_NATIVE_SUPPORT_BINARY 
"0"
REDIRECT_PASSENGER_DOWNLOAD_NATIVE_SUPPORT_BINARY 
"0"
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App\Entity\Article {#1094
  -id: 5294
  -title: "How to Teach Doctors Customer Service"
  -slug: "how-to-teach-doctors-customer-service"
  -introtext: "<p><span style="color: #000000;">By now, if you have anything to do with taking care of patients, you have been bombarded with posts, blogs, white papers and seminars on customer service. The customer experience is not just about the patient, but also includes anyone who interacts or touches the patient in their care journey, including clinical, administrative, clerical and support staff.</span></p>\r\n"
  -content: """
    \r\n
    <p><span style="color: #000000;">More and more, doctors and other medical staff are being measured, held accountable for and compensated, in part, on their customer service skills, and, for good reason.</span></p>\r\n
    <p><span style="color: #000000;">A&nbsp;study&nbsp;of nearly 35,000 online reviews of physicians nationwide has&nbsp;found&nbsp;that customer service is patients' chief frustration, not physicians' medical expertise and clinical skill.</span></p>\r\n
    <p><span style="color: #000000;">The study, published in the current issue of the&nbsp;<em>Journal of Medical Practice Management, r</em>eveals that 96 percent of patient complaints are related to customer service, while only 4 percent are about the quality of clinical care or misdiagnoses.</span></p>\r\n
    <p><span style="color: #000000;">In summary, the study found that fewer than 1 in 20 online complaints cite diagnosis, treatments and outcomes in healthcare as unsatisfactory,&nbsp;whereas more than 19 of 20 unhappy patients said inadequate communications and disorganized operations drove them to post harsh reviews.</span></p>\r\n
    <p><span style="color: #000000;">Despite assertions to the contrary, digital health interventions aren't helping.</span></p>\r\n
    <p><span style="color: #000000;">The problem, like so many other other demands placed on the clinical staff, like being expected to innovate, is that they are not taught how to do it.&nbsp;The result is frustration, push back and&nbsp;burnout.&nbsp;Here's how to piss off your patients.</span></p>\r\n
    <p><span style="color: #000000;">If you are like most, you probably hate customer service and companies seem to be doing little or nothing to make it better.</span></p>\r\n
    <p><span style="color: #000000;">A&nbsp;recent article&nbsp;explains why and stresses that the experience should derive from your brand identity, the defining values and attributes that distinguish a brand.</span></p>\r\n
    <p><span style="color: #000000;">Like building a house, the author suggests that you need to build a blueprint and a customer experience architecture in 7 steps:</span></p>\r\n
    <p><span style="color: #000000;">To develop a customer experience architecture, follow these steps:</span></p>\r\n
    <p><span style="color: #000000;">1. The brand platform&nbsp;— First, define or reaffirm the overarching ideas that represent the brand. REI’s brand platform is the excitement and adventure of the outdoors; Chick-fil-A’s is exceeding customers’ expectations with a servant’s spirit.</span></p>\r\n
    <p><span style="color: #000000;">2. Customer experience strategy&nbsp;— Then describe the desired customer feelings and perceptions of the brand across all interactions with the organization. An electronics website might want to create a “place” for customers to discover and be delighted by innovations. A hotelier might want customers to feel pampered by legendary service. Most patients simply want to feel like caregivers care and that they are safe.</span></p>\r\n
    <p><span style="color: #000000;">3. Business segmentation&nbsp;— The next step is to break down the business into discrete units. For a new brand, segmenting the business by traffic vs. trial vs. transition might be an illuminating approach; a restaurant company might segment by service mode, e.g., eat-in vs. drive-thru vs. carry-out; and a product-line segmentation might be appropriate for a manufacturer. The objective is to identify the different experiences the organization delivers and to articulate the requirements and objectives of each.</span></p>\r\n
    <p><span style="color: #000000;">4. Customer segmentation&nbsp;— Different target segments have different needs — some customers may value convenience over price, others may be looking for an entertaining experience — so their desired experiences vary. Describe each segment with a profile and a needs inventory, including key drivers of purchase decisions and brand perceptions.</span></p>\r\n
    <p><span style="color: #000000;">5. Prioritization&nbsp;— Create a grid with the business segments as columns and customer segments as rows. Each business/customer intersection represents a discrete experience to design and deliver. They should be prioritized in order to focus design and management. Prioritization criteria include profit potential, fit with long-term strategy, competitive advantage and differentiation, resource requirements, and how the experience affects and/or reinforces brand values and brand position.</span></p>\r\n
    <p><span style="color: #000000;">6. Experience design&nbsp;— Determine how to meet the segment-specific needs in each business segment, either by improving existing approaches based on new insights from the architecture or by developing entirely new ones. All the levers of customer experience — product, service, content, channels, touchpoints, pricing, facilities, sensory engagement, etc. — should be considered and described in the design.</span></p>\r\n
    <p><span style="color: #000000;">7. Assessment and integration&nbsp;— Now the architecture is ready to be inspected for integrity and coherence. Is the brand platform expressed throughout every experience? Do the discrete experiences contribute to the overall customer experience strategy? Do experiences complement and enhance each other, or do they conflict or detract from each other?</span></p>\r\n
    <p><span style="color: #000000;">Some argue that the hospitality industry is&nbsp;not the appropriate model for the sick care systems business&nbsp;and that we need to fix how we do care coordination and communication and teach pathetic doctors how to be more empathic.</span></p>\r\n
    <p><span style="color: #000000;">Here's a test on patient experience at your place:</span></p>\r\n
    <p><span style="color: #000000;">1. Was it easy to find a place to park?</span></p>\r\n
    <p><span style="color: #000000;">2. How many times were you handed a clipboard?</span></p>\r\n
    <p><span style="color: #000000;">3. How long did you have to wait to get an appointment?</span></p>\r\n
    <p><span style="color: #000000;">4. How long did you sit in the reception area/waiting room?</span></p>\r\n
    <p><span style="color: #000000;">5. Was there free WIFI in the reception area ?</span></p>\r\n
    <p><span style="color: #000000;">6. How long did it take for you to get your test results? Did someone send them to you or was it your responsibility to get them?</span></p>\r\n
    <p><span style="color: #000000;">7. Was the coffee in the lobby overpriced or free?</span></p>\r\n
    <p><span style="color: #000000;">8. Were you charged to get a copy of your records and was it more than what it would cost at Staples?</span></p>\r\n
    <p><span style="color: #000000;">9. Were you able to find your doctor's office easily or did you have to ask someone for directions?</span></p>\r\n
    <p><span style="color: #000000;">10. Do you remember the names of the people who took care of you?</span></p>\r\n
    <p><span style="color: #000000;">11. Does everybody really care or, are they too burned out to do so?</span></p>\r\n
    <p><span style="color: #000000;">So, if doctors are expected to improve their customer service skills, how should we do it?</span></p>\r\n
    <p><span style="color: #000000;">Here are some guidelines that should inform how we teach and measure doctor customer service:</span></p>\r\n
    <ol>\r\n
    <li><span style="color: #000000;">Changing behavior is hard and involves identifying the undesired behavior, targeting triggers, measuring the response and creating carrots or sticks to eliminate or reinforce the behavior.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">Unless the changed behavior becomes a habit through repetition, education and training, there is a high rate of recidivism.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">Many doctors are simply unwilling or unable to change and they need to be "rehabilitated" or fired accordingly. Instead, many just get promoted to the C suite.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">Delegating the responsibility to managers or department heads to create customer service improvement does not work without following a delegation process.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">The process of gathering feedback and using it to guide improvement likewise must be done correctly to make a difference.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">There is little or no correlation with patient experience and the quality of medical inputs and outcomes.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">Improving experience is but one step towards engagement and enabling changes into value added modifications of patient and medical team behavior.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">The cost, time and effort of using sophisticated customer experience vendor solutions can be prohibitive and, instead, require some bootstrapped solutions to solve targeted problems eminating from targeted people in certain departments, who, most likely, are the 20% creating 80% of the problems.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">Often times, because managers themselves are not trained or proficient in customer service, the blind are leading the blind.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">It is an unrealistic expectation for a doctor to have the diagnostic skills of Osler, the technical genius of Leonardo, the compassion and empathy of Mother Theresa and the customer service skills of the bartender at the Ritz Carlton. We need to be realistic about setting acceptable standards that recognize individual strengths and weaknesses and how we recruit for them.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">Establish guidelines and pathways for dealing with difficult patients and chronic complainers. When and how should you inform a patient that they should get care somewhere else if they are so dissatisfied with the service or experience.</span><br /><br /></li>\r\n
    <li><span style="color: #000000;">Manage online complaints and create a reputation management protocol and platform.</span></li>\r\n
    </ol>\r\n
    <p><span style="color: #000000;">We used to tell substance abusers to just say no and that didn't work out so well.. Unfortunately, just telling sickcare workers to follow the golden rule has not worked either.</span></p>\r\n
    <p><span style="color: #000000;">Arlen Meyers,MD, MBA is the President and CEO of the&nbsp;Society of Physician Entrepreneurs&nbsp;on Twitter@ArlenMD.</span></p>
    """
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