Physician Experience

Embrace Referring Physicians
as Partners in Care

Referring physician experience management is essential to growing clinical volumes. Physicians represent a significant revenue source. Physicians admit patients to your hospitals, refer to your specialists and represent at least 50% of referrals to academic medical centers. Furthermore, referring physicians have choices – as large regional and nationally recognized brands influence your market, it is imperative that you differentiate not only on clinical excellence, but service excellence as well.

Our Philosophy

The Key to referral volume growth

Physicians play a key role in treating their patients, and treating them as partners can increase your volumes. We can help you create an exceptional physician experience that will increase recommendation scores and community alignment. Our approach blends market insights and industry expertise to deliver a world-class experience.

Referral growth requires standing out

Referring physicians are the most influential factor in where patients seek care. We understand the importance of an exceptional referring physician experience and have provided free resources to help achieve this. In today’s cluttered healthcare landscape, developing loyalty among referring physicians and differentiating yourself from the competition is crucial. That’s where we come in.

It’s not enough to rely
on assumptions

We’re known for our ability to get to the heart of what matters most to your referring physicians. Whether related to operations, communications, or patient care, the needs that we discover provide a compelling foundation for change and action planning. Our Experience Mapping framework reviews the total experience, including ways to build loyalty outside of a referral. We uncover functional needs, emotional needs, touchpoints, and experience stewards for a holistic view of how to improve experiences and grow advocacy.

Our Approach

We use customized experience/journey 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 physician needs to build empathy. As a discovery technique, our experience map provides a visual cue to help physicians and staff recall specific episodes in their relationship. 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. Physician experience mapping reviews the holistic experience beyond the referral. This includes interactions like liaison visits, CME, consultations, second opinions, and other activities outside of the actual treatment of their patients.

Amber Tabora BA

Chief Purpose Officer

Diane Biery MD, MBA

Health Care Expert Advisor

Edgar (Ed) Tucker FACHE, MPH

Senior Advisor, Healthcare

Jill Secord RN, MBA

Senior Advisor

John McKeever MBA

Chief Growth Officer

Nicole Coy MA

Practice Leader, Customer Experience

Presentations

Cultural Transformation Champions

Cultural champions drive cultural change by engaging deeply in the organization at all levels.

Event

Elevating Physician Relations Summit

Join us for an exclusive half-day summit before the HCIC Conference in Austin! This is a unique opportunity for physician relations leaders to connect and share insights on improving engagement, leveraging data, and utilizing technology to transform your program.