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8 magical facts about patients , That you would die to know
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8 magical facts about patients , That you would die to know


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A set of 8 magical facts about patient experience.

A set of 8 magical facts about patient experience.

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  • 1. Magical Facts About Patients That you would die to know8
  • 2. It’s all about word of mouth Our research over a ten year period confirms that, organizations with the highest ratio of promoters to detractors in their sector typically enjoyed both strong profits and growth. Bain & Company 0 100 200 300 -100 -200 AVERAGE CUSTOMER BASE AVERAGE CUSTOMER BASE RETENTION MARGINS ANNUAL SPEND COST TO SERVE Economic benefits NEGATIVE WORD OF MOUTH COST TO SERVE ANNUAL SPEND MARGINS RETENTION Economic penalties Patients who spoke bad Patients who spoke good POSITIVE WORD OF MOUTH Each one point decrease in satisfaction is associated with a 6% increase in complaints Stelfox, et. al. (2005) AJM 118 1
  • 3. Patient Experience is a lot more than clinical outcomes All other things (including the quality of clinical care) being equal, more than 50% of the patients said they would shift hospitals if they knew about or experienced higher levels of service in a hospital 20% OF A PATIENT’S CHOICE IS BASED ON A HOSPITAL’S CLINICAL REPUTATION, 41% ON NON CLINICAL EXPERIENCE. A DOCTOR’S RECOMMENDATION AND THE HOSPITAL’S LOCATION ARE RESPONSIBLE FOR THE REST OF PATIENT’S DECISION. Mc Kinsey Research , 2008Survey involving > 100O US patients and > 100 Physicians , 2007 41 21 18 20 Physician’s Decision Location Hospital Reputation Patient Experience 41 30 20 Never Requested Discussed but did not make request Requested Specific Hospital 56 Might or might not request Would Definitely Request4442 % of patients % of patients Would you request a hospital if it were distinctive for patient experience, all other things being equal Have you requested a specific hospital from your physician Factors influencing patients’ choice of hospitals [ patients allocated 100 points} 2
  • 4. Patients are willing to switch for better… Conventional thinking has long held that most patients base their choice of hospital on its clinical reputation, its location, or their physician’s recommendations. McKinsey Research, 2008 Most of the patients are now willing to switch hospitals for better service and amenities Mc Kinsey Research , 2008 % patients who said they would switch hospitals as a result of non-clinical criteria Non clinical criteria Willingness to switch % of patients Relative interest in each criteria Keeping patients informed about treatment both during and after visit 77 100 75 38 3366 64 63 17 62 61 59 55 52 52 36 50 17 24 28 27 8 Conducting scheduled appointments on time Room appearance and furnishing Ease of scheduling appointments Food and entertainment options in room Value for money Simplicity of registration, access to medical record Ease of understanding bill An environment supportive of family and emotional needs Convenience and ease of accessing the facility Comfort of waiting room and other common areas 3
  • 5. What’s bad about good service quality A satisfied person has no story to tell. Everything went just as expected. It is the unexpected event that makes a stay memorable. For every loyal customer, there is usually a special story Fred Lee , Author of award winning book If Disney Ran Your Hospital Touch Point 1 Touch point 2 Touch point 3 Touch point 4 Touch Point 5 Touch Point 6 Touch Point 7 TOUCH POINTS What made them feel bad and at which touch point? What created tears of joy and at which touch point did that happen ? A good story to tell A bad story to tell Satisfied Person Hyper Satisfied Person Dissatisfied Person 4
  • 6. If you can’t measure, you can’t manage 2 3 4 5 6 7 81 90 10 Never Absolutely Detractor Passive Promoter Detractors are customers with the lowest rates of repurchase and referrals. Detractors spread negative word-of-mouth comments about the company Passively Satisfied customers stay with a company more due to inertia than true loyalty Promoters have the highest rates of repurchase and referral. THE NET PROMOTER SCORE 5
  • 7. Patient Experience is all about bottom line LEAST PROFITABLE QUARTILE MOST PROFITABLE QUARTILE PATIENTSATISFACTION 1 2 3 4 82.2 83.5 83.7 84.3 In research conducted by Press Ganey, hospitals were divided into four groups (quartile) based on their profitability. The least profitable hospitals had the lowest patient satisfaction scores (out of 100 points). The most profitable had the highest patient satisfaction Source: HFM Magazine, 2008 : Looking to improve financial results ? Start by listening to patients : By: Melvin F Hall PhD As patient satisfaction increased, the average hospital profitability increased Without a quantifiable link to profits, the push for patient satisfaction is based on nothing more than the moralistic view that “it’s nice to be nice” 6
  • 8. Why patient satisfaction is beyond satisfaction surveys ! We have studied 400 plus Satisfaction Survey forms and have come to a conclusion It’s not the questions that are flawed, it’s the direction Team doesn’t know as to how to take corrective action Caregiver responds on behalf of patient Don’t take into account the overall experience Questions are forced choices Manipulated to suit the desirable evidence Most often partially filled The Forms never linked back to the future and to economics Seldom capture level of satisfaction/ dissatisfaction 7
  • 9. Patient Experience is a lot more than clinical outcomes How well staff worked together to care for me Overall Cheerfulness of the Hospital Response to concerns/complaints made during my stay Amount of attention paid to my personal and specific needs Staff sensitivity to the inconvenience of hospitalization How well nurses kept me informed Staff’s effort to include me in decisions about my treatment Nurses attitude towards my requests Skill of the nurses Friendliness of the nurses Press Ganey Satisfaction Report , August , 2003 0.79 0.74 0.68 0.65 0.65 0.64 0.64 0.64 0.63 0.62 When hospitals spend most of their efforts in clinical results & process improvement, their data are defined by outcomes and thus can be measurable objectively. Patient however, judge quality by his/ her perceptions, something that is subjective and cannot be verified in the same way as outcome. 8
  • 10. Medium is a healthcare consulting firm. Our services include Business Strategy, Marketing & Sales, Quality & Patient Experience, Performance Transformation, Healthcare Franchising. and Public Health. We are innovative, passionate and performance-driven. But, most of all, we are committed to delivering significant and tangible business impact for our clients. Our clients have ranged from large hospital chains and single-specialty hospitals to primary care clinics, medical equipment manufacturers and private equity. Thank You