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What is the Total Quality of a Patient's Encounter

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Total Quality of a Patient's Encounter

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What is the Total Quality of a Patient's Encounter

  1. 1. What is the Total Quality of a Patient’s Encounter (TQE) paulroemer@gmail.com.com
  2. 2. Total Quality of a Patient Encounter (TQE) A remarkable experience for every patient every time 2 Pre Hospitalization Post HospitalizationHospitalization HCAHPS Experiences Non Clinical Experiences; patients, family, friends, parking, food service Website, patient portal, call center, CRM, social media, scheduling, admissions, 2nd opinion, referrals billing, collections, claims, scheduling, therapy, appointments, Unsatisfied prospects leave w/o buying Unsatisfied patients don’t return or refer Hospitals ignore much of an individual’s experiences and the opportunities to increase their satisfaction, the dark blue areas.

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