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Patient Experience

Create Advocates Out of Patient-Families

Patient experience management is paramount.  In the current market, the needs of the patient are of utmost importance. This couldn’t be truer for hospitals and healthcare centers where value-based purchasing and consumer reviews will directly affect revenues. Since the early 90s, we’ve been using this approach to organize insight development, strategy design, and patient experience monitoring.

Patient Enchantment

PATIENT EXPERIENCE MANAGEMENT IS A PRIORITY

It is no surprise that improving your patient experience ranks among the top priorities of healthcare leaders, so we’ve provided free patient experience resources.  These help reinforce that your patient experience is not only important to the bottom line, but helps to facilitate positive outcomes and generate word of mouth referrals – which is one of the most effective ways to attract new patients. Are you interested in growing word-of-mouth recommendations? This not only serves your mission, but also is one of the most effective means to increase revenue. We believe this is possible by creating enchantment. Patient-families will become steadfast fans going out of their way to recommend you and demonstrate a strong commitment to your future. Our approach provides you with the insight and industry expertise to achieve this sustainable competitive advantage. However, improving the patient experience is easier said than done. How do you dig deeper into satisfaction scores to understand the “why” behind the data? How can you influence patient perceptions and deliver consistently on promises? That’s where we come in.

BUT WHAT DRIVES PATIENT SATISFACTION? We’re known for our ability to get to the heart of what matters most to your patients.  Whether issues are related to operations, communications, or health care itself, our discoveries provide a compelling foundation for change and action planning. These patient experience resources will provide tools you can use to develop the necessary insights to accelerate organizational performance. Our Patient Experience Mapping framework reviews the total patient experience, including expectations prior to the first visit and after the last visit. We uncover functional and emotional needs, touchpoints, and identify patient experience stewards for a holistic view. Using rich stories in the voice of the customer, we build empathy and consensus among your clinic team members.

WE’VE BEEN THERE, DONE THAT This isn’t a new thing for us. In fact, we have worked with some of the most well-known healthcare providers in the country. Our clients keep coming back to us because we not only provide them with a game plan for growth, but serve as a trusted partner. We bring to the table best practices from across the country, and experts who have been in your shoes. In fact, many of our team members have held leadership positions at top ranked hospitals and healthcare systems.

Our Approach

Experience Mapping We use customized experience maps to develop insights and create a foundation for action. Using your data or ours, qualitative or quantitative data, this serves as a framework to align efforts around patient-family needs and build empathy. As a discovery technique, our experience map provides a visual cue to help patients, and family members recall specific episodes in their journey. The experience map organizes the various touchpoints or interactions with your organization. Ultimately, the organization of insights in this structure helps your teams develop insights beyond process – the functional and emotional needs of patient-families as expressed at each step of their journey.

Our Tools

Benefits

    • Brings attention to the holistic experience
    • Leverages industry expertise from those who have overcome obstacles in other organizations
    • Comparisons to industry leaders Provides an in-depth assessment of patient functional and emotional needs
    • Ensures a shared level of empathy Imparts key tools to translate such into action
    • Recognizes the unique relationships between referring physicians, faculty, staff, patients, and families
    • Uncovers attitudes and expectations to develop a common understanding of the current situation and form consensus around which opportunities to pursue
    • Enables real-time service recovery and experience monitoring through our dashboard systems

Resources

Team Members

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