Healthcare Deep Dives: Increased Reimbursement Rates through Higher Patient Satisfaction Scores

Patient satisfaction is receiving greater attention as a result of the rise in pay-for-performance (P4P) and the public release of data from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. As well, patients are able to compare hospitals on both patient satisfaction and health outcome measures at HospitalCompare.gov or evaluate hospital performance through Consumer Reports Health Ratings Center.

If you need to:

• Understand factors inhibiting excellent customer service
• Implement accountability and coaching for managers
• Take a fresh look at problem departments
• Explore engagement, process or professional-style issues
• Measure the success of this program against original priorities

We can help. For direct, unbiased observations and recommendations contact:  321.947.4300. 

Proven solutions for healthcare!

Customer Service Intensity (CSI):
Delivering Higher Levels of Service

Customer loyalty is a major contributor to sustainable profitable growth. People today will not be loyal to any business, if the business does not meet their service needs.

Multinational survey of 8,800 companies in 16 countries attributes losses to flawed customer service*:

• $338.5 billion in aggregated lost business
• Each lost relationship cost $243 (average value)
• Transactions taken to a competitor — 63 percent
• Losses abandoned entirely — 37 percent

We provide customized customer service training that integrates survey research, mystery shopping, customer surveys, consulting/training and we work directly with you to create an action plan, followed by return-on-investment (ROI) tracking at 30, 60, and 90 days. Call today: 321.947.4300

Proven solutions for business and healthcare.

Crisis Communications: Preserving Your Right and Ability to do Business Unfettered

In most crises, the first few hours are critical. Everyone involved should be thoroughly familiar with the corporate-wide sanctioned strategic crisis plan so that it can be put into effect without delay.

The overriding concerns in managing a crisis are: 1) the public interest and 2) the health and safety of the corporation’s employees and their families. In addition, most companies are concerned with:

• Protecting its reputation for integrity and corporate responsibility
• Preventing deterioration of the company’s financial position in both the short- and long-term
• Minimizing the chances of costly or embarrassing litigation
• Maintaining the company’s share of the market
• Preserving the right and ability to do business unfettered

The major objectives of crisis communications are:

• Ensure the proper authorities are provided with information needed to protect public and employee safety
• Ensure that accurate information is released to the news media as soon as it becomes available
• Counteract the effects of rumors and inaccurate information
• Ensure that the company speaks with a single voice

Don’t have a strategic crisis plan?  We can help. Call today: 321.947.4300

Proven solutions for business and healthcare.