Patient Loyalty: Making a Difference
Brought to you by
Today’s Session
Patient loyalty – why?
Measure what matters most
Tools for success
Brought to you by
Patient Loyalty Pays: Treating patients with
respect adds up to satisfaction & repeat visits
“Satisfied patients return fo...
Patient Loyalty Pays: Treating patients with
respect adds up to satisfaction & repeat visits
“Treatment with respect, the ...
Patient Loyalty Pays: Satisfaction, Loyalty
and Profitability are linked
Loyalty has been an area of focus both within and...
1 2
50%50%
1. Yes
2. No
Health Managers Network: Building Patient
Loyalty
Are you measuring patient satisfaction?
Brought ...
1 2
79%
21%
1. Yes
2. No
Health Managers Network: Building Patient
Loyalty
Are you measuring patient turnover?
Brought to ...
1 2 3 4 5 6
56%
22%
9%
2%
4%
7%
1. Insurance change
2. Dissatisfaction with
provider and/or staff
3. Geographic location
4...
Patient Loyalty Pays …
A “high level of satisfaction will lead to greatly
increased customer loyalty …
And increased custo...
The Cost of Dissatisfaction
The other side of the satisfaction-loyalty link is the link
between dissatisfaction and loss o...
The Cost of Dissatisfaction
Patients dissatisfied with physician care and practice are
more likely to leave. (vom Eigen, D...
Patient Loyalty
To earn patient loyalty, your staff will need to provide
excellent care for every patient in every encount...
AHMG surveys patients by clinic and by
physician
Sample survey questions:
Staff make me feel like I am important and value...
“What patients want” in rank order
1. Treats you with dignity and respect
2. Listens carefully to your health concerns
3. ...
Studer Group Five Fundamentals
A
I
D
E
T
Acknowledge
Introduce
Duration
Explanation
Thank You
Safety
Decrease
Anxiety
Qual...
Improved
clinical
outcomes and
increased
patient and
physician
satisfaction
Advantages of AIDETSM
Decreased
Anxiety
Increa...
Physician and
staff AIDET
training
Outcome – AIDET
University Medical Center
Physician Practices
Tucson, AZ
Brought to you...
FPA - Otolaryngology
* Percentile ranking
3rd
Qtr
08
4th
Qtr
08
1st
Qtr
09
2nd
Qtr
09
Overall Results Otolaryngology
Perce...
Acknowledge
A Acknowledge
Key message: YOU are
important
 Eye Contact
 Make the patient feel that you
expected them
Brou...
Introduce
First Generation
 Name
 Title
 Specialty
Next Generation
 Your role in the team
of care givers
 Your experi...
Manage Up!
A Short Bio
Brought to you by
“Hi, I’m Georgette. I’ve been with Dr. Smith for over three
years and he is excellent. Welcome to our practice.”
“We have ...
“Because greetings are one
way to ensure proper
identification of patients, they
may well be considered a
fundamental comp...
Duration
D Duration
Key Message: I anticipate your
concerns
 How long will the registration process
take?
 How long will...
Keeping Patients Informed of Duration
Brought to you by
Explanation
E Explanation
Listen to the patient’s story:
 Active listening
 Clarifying questions
 Understanding patient...
Explanation
E Explanation
 Why are we doing this?
 What will happen and what you should
expect?
 What questions do you ...
Reality of Explanation
During a 20 minute encounter
Physicians self-report spending 9 minutes “providing
information”
REAL...
Patient Perspective
72% of patients unable to list medications they
take
58% of patients unable to recite their own
diagno...
Thank You
T Thank You
Key message: I appreciate the opportunity
to care for you
Closing Key Words
 Thank you for choosing...
AIDETSM
Vanderbilt University Medical Center,
Nashville, TN
Brought to you by
Loyal Patients
Loyal Patients will …
Return
Advocate for you in the community
Talk
Brought to you by
Creating Patient Loyalty – THE WHY
Improves patient compliance
Improves clinical outcomes
Improves patient satisfaction
In...
Practicing Excellence
A guide to
implementing specific
behaviors that will
create a high
performance workplace
Written by ...
This platform has been started by
Parveen Kumar Chadha with the
vision that nobody should suffer
the way he has suffered b...
Our views have increased the mark of the
10,000
 Thank you viewers
 Looking forward for franchise,
collaboration, partne...
011-25464531,011-41425180,011-
66217387
+91-9818308353+,91-
9818569476
othermotherindia@gmail.com
www.other-mother.in
http...
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Building patient-loyalty

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Building patient-loyalty

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Building patient-loyalty

  1. 1. Patient Loyalty: Making a Difference Brought to you by
  2. 2. Today’s Session Patient loyalty – why? Measure what matters most Tools for success Brought to you by
  3. 3. Patient Loyalty Pays: Treating patients with respect adds up to satisfaction & repeat visits “Satisfied patients return for care, and the positive word of mouth from satisfied patients will bring new patients into the practice.” (Drain & Kaldenberg 1999, 32). A better patient rating of information quality and physician quality was “associated with patients reporting that they would definitely return” for care. (Lechtzin, Rubin, White, et al 2002, 1326). “The compassion with which care is provided appears to be the most important factor in influencing patient intentions to recommend/return, regardless of the setting in which care is provided.” Burroughs, Davies, Cira, Dunagan 1999 Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07 Brought to you by
  4. 4. Patient Loyalty Pays: Treating patients with respect adds up to satisfaction & repeat visits “Treatment with respect, the rating of care received, and the helpfulness of the person at the front desk are the strongest predictors of patient satisfaction…patient satisfaction is highly correlated with intent to return and intent to recommend services.” Hill & Doddato (2002, 108) “Patient satisfaction will significantly influence the intent to return and intent to recommend services to others; thereby serving as a determinant for repeated clinic visits, new patient visits, and program marketing.” Hill & Doddato (2002, 108) Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07 Brought to you by
  5. 5. Patient Loyalty Pays: Satisfaction, Loyalty and Profitability are linked Loyalty has been an area of focus both within and outside of the health care industry for sometime. The links between customer satisfaction, loyalty, and profitability have been well established. (Reichheld 1996) High levels of satisfaction with a service relationship will override service failures, suppress shopping for another service provider, and maintain high compliance. (Forrester & Maute 2001) Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07 Brought to you by
  6. 6. 1 2 50%50% 1. Yes 2. No Health Managers Network: Building Patient Loyalty Are you measuring patient satisfaction? Brought to you by
  7. 7. 1 2 79% 21% 1. Yes 2. No Health Managers Network: Building Patient Loyalty Are you measuring patient turnover? Brought to you by
  8. 8. 1 2 3 4 5 6 56% 22% 9% 2% 4% 7% 1. Insurance change 2. Dissatisfaction with provider and/or staff 3. Geographic location 4. Disagreement with treatment of care 5. Wait time (while in office) 6. Appt. availability Health Managers Network: Building Patient Loyalty What is the #1 reason patients leave your practice? Brought to you by
  9. 9. Patient Loyalty Pays … A “high level of satisfaction will lead to greatly increased customer loyalty … And increased customer loyalty is the single most important driver of long-term financial performance.” (Jones & Sasser 1995, 88) Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07 Brought to you by
  10. 10. The Cost of Dissatisfaction The other side of the satisfaction-loyalty link is the link between dissatisfaction and loss of revenue due to patients who switch providers or hospitals. Through the Healthcare Financial Management Association reports: • For every one customer who complains, 20 dissatisfied customers do not. • Of those dissatisfied customers who do not complain, 10% will return but 90% will not. • Changing a poor customer service image takes 10 years average. • It costs 10 times as much to attract new customers as it does to keep current ones. • About 10% of revenue is lost to poor customer service. • The average “wronged” customer will tell 25 others about the bad experience. Zimowski (2004) Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07 Brought to you by
  11. 11. The Cost of Dissatisfaction Patients dissatisfied with physician care and practice are more likely to leave. (vom Eigen, Delbanco, Phillips, 1998) Conservative estimate: In a practice with 6,000 patients, if 5% are dissatisfied and leave with members of their household (assuming 3.5 members per household and 2.5 visits per year, this would be 8.75 visits per household per year), and the average visit averages $57 in payments, the cost of dissatisfaction is $149,625. Using the Consumer Price Index, this would equate to over $180,000 in 2006 dollars (http://www.measuringworth.com/uscompare/). Drain and Kaldenberg (1999) Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07 Brought to you by
  12. 12. Patient Loyalty To earn patient loyalty, your staff will need to provide excellent care for every patient in every encounter. In order to do so, staff will need: Actionable Data Tools Brought to you by
  13. 13. AHMG surveys patients by clinic and by physician Sample survey questions: Staff make me feel like I am important and valued The doctor listened to me and showed respect of what I had to say Overall Experience Recommend to family and friends Brought to you by
  14. 14. “What patients want” in rank order 1. Treats you with dignity and respect 2. Listens carefully to your health concerns 3. Easy to talk to 4. Takes concerns seriously 5. Willing to spend enough time with you 6. Truly cares about you and your health Source: Harris Poll, 2004 Brought to you by
  15. 15. Studer Group Five Fundamentals A I D E T Acknowledge Introduce Duration Explanation Thank You Safety Decrease Anxiety Quality Patient Loyalty Increase Compliance Brought to you by
  16. 16. Improved clinical outcomes and increased patient and physician satisfaction Advantages of AIDETSM Decreased Anxiety Increased Compliance+ = Decrease anxiety with increased compliance Brought to you by
  17. 17. Physician and staff AIDET training Outcome – AIDET University Medical Center Physician Practices Tucson, AZ Brought to you by
  18. 18. FPA - Otolaryngology * Percentile ranking 3rd Qtr 08 4th Qtr 08 1st Qtr 09 2nd Qtr 09 Overall Results Otolaryngology Percentile Rank Mean (raw score) 13 Mean 83.5 n=30 33 Mean 88.9 n=31 35 Mean 89.2 n=82 69 Mean 91.9 n=49 Access to Care * 16 40 40 55 Visit * 16 34 17 42 Nurse/Assistant * 5 53 48 91 Care Provider * 17 40 49 80 Personal Issues * 9 10 30 59 Overall Assessment * 24 46 60 74 Brought to you by
  19. 19. Acknowledge A Acknowledge Key message: YOU are important  Eye Contact  Make the patient feel that you expected them Brought to you by
  20. 20. Introduce First Generation  Name  Title  Specialty Next Generation  Your role in the team of care givers  Your experience, skill set, or credentials  Coworkers, physicians, other departments, AHMG I Introduce Brought to you by
  21. 21. Manage Up! A Short Bio Brought to you by
  22. 22. “Hi, I’m Georgette. I’ve been with Dr. Smith for over three years and he is excellent. Welcome to our practice.” “We have a great staff and we are going to take very good care of you.” “Dr. Jones takes the time to answer each patient’s questions.” “Good Morning, Mrs. Smith. My name is Ann. I am a medical assistant and I have been working in this practice for five year.” Examples of Managing Up Brought to you by
  23. 23. “Because greetings are one way to ensure proper identification of patients, they may well be considered a fundamental component of patient safety” The A and I of AIDET for Safety Brought to you by
  24. 24. Duration D Duration Key Message: I anticipate your concerns  How long will the registration process take?  How long will the test, procedure, or appointment actually take?  How long will it take to get the results? Goal: Keeping Patients Informed Brought to you by
  25. 25. Keeping Patients Informed of Duration Brought to you by
  26. 26. Explanation E Explanation Listen to the patient’s story:  Active listening  Clarifying questions  Understanding patient’s perspective Explain the treatment plan:  Using language that patients can understand  Use “key words”  Use “tell, ask, tell” approach  Involve patient in decision making Brought to you by
  27. 27. Explanation E Explanation  Why are we doing this?  What will happen and what you should expect?  What questions do you have? (about medications, instructions for follow up care) Brought to you by
  28. 28. Reality of Explanation During a 20 minute encounter Physicians self-report spending 9 minutes “providing information” REALITY: Physicians spent 1.5 minutes The key driver for patient satisfaction The quality and clarity of information that patients receive from physicians Brought to you by
  29. 29. Patient Perspective 72% of patients unable to list medications they take 58% of patients unable to recite their own diagnosis Mayo Clinic Proceedings, 2005 Brought to you by
  30. 30. Thank You T Thank You Key message: I appreciate the opportunity to care for you Closing Key Words  Thank you for choosing us  Thank you for your patience today  Thank you for coming in today, I know we can help Brought to you by
  31. 31. AIDETSM Vanderbilt University Medical Center, Nashville, TN Brought to you by
  32. 32. Loyal Patients Loyal Patients will … Return Advocate for you in the community Talk Brought to you by
  33. 33. Creating Patient Loyalty – THE WHY Improves patient compliance Improves clinical outcomes Improves patient satisfaction Increases growth and market share Reduces malpractice risk Improves physician satisfaction Improves clinical efficiency Brought to you by
  34. 34. Practicing Excellence A guide to implementing specific behaviors that will create a high performance workplace Written by a physician Brought to you by
  35. 35. This platform has been started by Parveen Kumar Chadha with the vision that nobody should suffer the way he has suffered because of lack and improper healthcare facilities in India. We need lots of funds manpower etc. to make this vision a reality please contact us. Join us as a member for a noble cause. Brought to you by
  36. 36. Our views have increased the mark of the 10,000  Thank you viewers  Looking forward for franchise, collaboration, partners. Brought to you by
  37. 37. 011-25464531,011-41425180,011- 66217387 +91-9818308353+,91- 9818569476 othermotherindia@gmail.com www.other-mother.in https://www.facebook.com/pages/Other-Mother-Nursing-Crusade/224235031114989?ref=hl http://www.linkedin.com/profile/view?id=326103341&trk=nav_responsive_tab_profile https://twitter.com/othermotherindi https://cparveen.wix.com/other-mother A WORLDWIDE MISSITION Contact Us:- JOIN US www.parveenchadha.com Brought to you by

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