Importance of Measuring Patient SatisfactionZonkaFeedback
Patient Satisfaction is an important metric to measure overall healthcare quality. With the help of Patient Satisfaction Surveys, constant measuring of Patient Satisfaction and improving Patient Experience can be achieved. It is a valuable tool to capture Patient Feedback without much effort.
https://www.zonkafeedback.com/blog/importance-of-measuring-patient-satisfaction
Patient satisfaction is about the Total Quality of the Patient Encounter (TQE). TQE is the sum of Patient Experience (as defined by CMS) plus Patient Satisfaction as defined by all of the non CMS related touchpoints.
The State of Consumer Healthcare: A Study of Patient ExperienceProphet
There is a vital change happening in healthcare: People are demanding to be treated as savvy consumers, who deserve choices, convenience and fair prices. The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare. And as healthcare options multiply, this trend will only accelerate. Providers who are ready to respond by creating a strong patient experience are going to win, and those who aren’t will be left behind.
This presentation explains findings from the patient experience study which was conducted to understand the consumer healthcare experience by assessing the gap between patient and providers’ expectations and perceptions, and arm institutions with the ability to assess their own organization, define a successful strategy, and deliver on it.
View the webinar here: http://bit.ly/1RLgTFX
Importance of Measuring Patient SatisfactionZonkaFeedback
Patient Satisfaction is an important metric to measure overall healthcare quality. With the help of Patient Satisfaction Surveys, constant measuring of Patient Satisfaction and improving Patient Experience can be achieved. It is a valuable tool to capture Patient Feedback without much effort.
https://www.zonkafeedback.com/blog/importance-of-measuring-patient-satisfaction
Patient satisfaction is about the Total Quality of the Patient Encounter (TQE). TQE is the sum of Patient Experience (as defined by CMS) plus Patient Satisfaction as defined by all of the non CMS related touchpoints.
The State of Consumer Healthcare: A Study of Patient ExperienceProphet
There is a vital change happening in healthcare: People are demanding to be treated as savvy consumers, who deserve choices, convenience and fair prices. The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare. And as healthcare options multiply, this trend will only accelerate. Providers who are ready to respond by creating a strong patient experience are going to win, and those who aren’t will be left behind.
This presentation explains findings from the patient experience study which was conducted to understand the consumer healthcare experience by assessing the gap between patient and providers’ expectations and perceptions, and arm institutions with the ability to assess their own organization, define a successful strategy, and deliver on it.
View the webinar here: http://bit.ly/1RLgTFX
Prophet worked extensively with the marketing and executive leadership teams at IU Health to develop and implement a new, system-wide brand and customer experience strategy to help achieve this vision. Leveraging extensive qualitative and quantitative research across different stakeholders as the foundation, we developed a comprehensive brand strategy for the health system that involved: A new positioning that highlighted the breadth and depth of the entire system, changing the name from Clarian to Indiana University Health, developing a compelling and consistently deliverable patient experience across the system, and developing the key elements that would bring the new brand to life and deliver the desired patient experience.
New Ways to Improve the Patient Experience: Because it Begins Before the Fron...TraceByTWSG
This presentation will review strategic initiatives for revenue cycle leaders to further engage patients in their care experience – beginning before they enter the hospital’s front door. The session will present key strategies and related outcomes in patient satisfaction, staff performance, reimbursement and upfront patient collections.
• Ensure meaningful upfront encounters with Patient Access – at each and every encounter.
• Hardwire measurable standards throughout Patient Access teams.
• Reduce process time and eliminate duplication for quicker patient turnaround.
• Ensure consistent practices across hospital entities and among associates.
• Avoid financial harm through automated documentation.
• Protect staff through documentation integrity.
• Increase visibility of – and access to – critical patient touch points across the organization.
Leading the development of Texas Health’s Patient Access infrastructure, Patti Consolver and Scott Phillips oversee the centralized patient access intake center and the patient access departments for the system’s 13 wholly-owned hospitals.
Build Physician Relationships that Drive Business Results; Part 1Renown Health
Baystate Health has established a comprehensive, data-driven approach to cultivate new physician referrals, retain current business and earn trust. Learn how market intelligence, business analytics and customer experience design are used to focus physician outreach efforts and drive bottom line results.
Presentation: The Evolving Patient Journey
Presented by: Meredith Ressi, VP, Multichannel Marketing Solutions, Decision Resources Group
Healthcare communications today require an understanding of the complexity of patient decision making and how patients navigate the health system to get the care they need. What are the emerging trends in patient engagement, and how does channel reliance vary along the treatment continuum?
This is a deck I created to frame out my vision about healthcare and used in my job search. This is the exciting space in healthcare right now - communications, segmentation, data mining.
How pharma and healthcare brands can improve their customer experienceJack Morton Worldwide
The SVP and Managing Director of Jack’s Chicago office, Matt Pensinger, presented at Lions Health 2015 with Katie Bang from Eli Lilly and Company about improving the customer experience for patients:
There is growing recognition amongst healthcare brands that understanding the full patient journey is essential for success in today’s healthcare environment. The sheer extent of this both physical and emotional journey, from awareness through to treatment and adherence, opens the patient to many potential experience gaps between their expectations and reality that can lead to frustration, disillusionment and even dropping the prescribed treatment.
So, healthcare companies must understand this journey if they are to improve the customer experience – and offer necessary patient support that extends far beyond a given medication. Being truly effective requires that the entire organisation (from science through to sales) understands the patient journey in order to meet patient needs and effectively engage the many stakeholders that are becoming increasingly important to a therapy’s success.
This is a significant undertaking and healthcare brands and their marketing agencies need to think differently about how they engage with patients and support communications for all the other stakeholders. This talk will examine the experience journey and what it means for the way we market.
Creating a standard of care for patient and family engagementChristine Winters
Nationally-recognized governance expert Beth Daley Ullem addresses the state of patient engagement in heathcare and provides a vision for establishing a minimum standard of care for patient engagement programs.
SERVICES MARKETING BEHAVIOURAL CONSEQUENCES AND PATIENTS’ SATISFACTION TOWARD...IAEME Publication
Relationship marketing is an old idea but a new focus now at the forefront of services marketing practice and academic research. The impetus of its development has come from the maturing of services marketing, with the emphasis on quality, increased recognition of potential benefits for the firm, the customer, and technological advances. Relationship marketing works to attract maintain and enhance client/customer relationship in healthcare provider. Despite the widespread concern in health care literature with patients’ satisfaction there has been neither explicit definition of that concept nor systematic consideration of its determinants and consequences. Patients are becoming increasingly involved in making health care choices as their burden of health costs continue to escalate.
Communicating Effectively: Strategies to Ensure the Quality of Communication...TraceByTWSG
Blair Wright (The White Stone Group, Inc.) presenting to Massachusetts Association of Hospital Access Managers (MAHAM) on how the quality of communicating with patients is directly linked to the perceived quality of care.
Patient Satisfaction deals with how patients evaluate the quality of their healthcare experience. It is mainly assessed by conducting Patient Satisfaction Surveys using Healthcare Survey Software to determine the high quality of care, in addition to numerous other dimensions of quality, such as relevance to need, effectiveness, and efficiency.
Prophet worked extensively with the marketing and executive leadership teams at IU Health to develop and implement a new, system-wide brand and customer experience strategy to help achieve this vision. Leveraging extensive qualitative and quantitative research across different stakeholders as the foundation, we developed a comprehensive brand strategy for the health system that involved: A new positioning that highlighted the breadth and depth of the entire system, changing the name from Clarian to Indiana University Health, developing a compelling and consistently deliverable patient experience across the system, and developing the key elements that would bring the new brand to life and deliver the desired patient experience.
New Ways to Improve the Patient Experience: Because it Begins Before the Fron...TraceByTWSG
This presentation will review strategic initiatives for revenue cycle leaders to further engage patients in their care experience – beginning before they enter the hospital’s front door. The session will present key strategies and related outcomes in patient satisfaction, staff performance, reimbursement and upfront patient collections.
• Ensure meaningful upfront encounters with Patient Access – at each and every encounter.
• Hardwire measurable standards throughout Patient Access teams.
• Reduce process time and eliminate duplication for quicker patient turnaround.
• Ensure consistent practices across hospital entities and among associates.
• Avoid financial harm through automated documentation.
• Protect staff through documentation integrity.
• Increase visibility of – and access to – critical patient touch points across the organization.
Leading the development of Texas Health’s Patient Access infrastructure, Patti Consolver and Scott Phillips oversee the centralized patient access intake center and the patient access departments for the system’s 13 wholly-owned hospitals.
Build Physician Relationships that Drive Business Results; Part 1Renown Health
Baystate Health has established a comprehensive, data-driven approach to cultivate new physician referrals, retain current business and earn trust. Learn how market intelligence, business analytics and customer experience design are used to focus physician outreach efforts and drive bottom line results.
Presentation: The Evolving Patient Journey
Presented by: Meredith Ressi, VP, Multichannel Marketing Solutions, Decision Resources Group
Healthcare communications today require an understanding of the complexity of patient decision making and how patients navigate the health system to get the care they need. What are the emerging trends in patient engagement, and how does channel reliance vary along the treatment continuum?
This is a deck I created to frame out my vision about healthcare and used in my job search. This is the exciting space in healthcare right now - communications, segmentation, data mining.
How pharma and healthcare brands can improve their customer experienceJack Morton Worldwide
The SVP and Managing Director of Jack’s Chicago office, Matt Pensinger, presented at Lions Health 2015 with Katie Bang from Eli Lilly and Company about improving the customer experience for patients:
There is growing recognition amongst healthcare brands that understanding the full patient journey is essential for success in today’s healthcare environment. The sheer extent of this both physical and emotional journey, from awareness through to treatment and adherence, opens the patient to many potential experience gaps between their expectations and reality that can lead to frustration, disillusionment and even dropping the prescribed treatment.
So, healthcare companies must understand this journey if they are to improve the customer experience – and offer necessary patient support that extends far beyond a given medication. Being truly effective requires that the entire organisation (from science through to sales) understands the patient journey in order to meet patient needs and effectively engage the many stakeholders that are becoming increasingly important to a therapy’s success.
This is a significant undertaking and healthcare brands and their marketing agencies need to think differently about how they engage with patients and support communications for all the other stakeholders. This talk will examine the experience journey and what it means for the way we market.
Creating a standard of care for patient and family engagementChristine Winters
Nationally-recognized governance expert Beth Daley Ullem addresses the state of patient engagement in heathcare and provides a vision for establishing a minimum standard of care for patient engagement programs.
SERVICES MARKETING BEHAVIOURAL CONSEQUENCES AND PATIENTS’ SATISFACTION TOWARD...IAEME Publication
Relationship marketing is an old idea but a new focus now at the forefront of services marketing practice and academic research. The impetus of its development has come from the maturing of services marketing, with the emphasis on quality, increased recognition of potential benefits for the firm, the customer, and technological advances. Relationship marketing works to attract maintain and enhance client/customer relationship in healthcare provider. Despite the widespread concern in health care literature with patients’ satisfaction there has been neither explicit definition of that concept nor systematic consideration of its determinants and consequences. Patients are becoming increasingly involved in making health care choices as their burden of health costs continue to escalate.
Communicating Effectively: Strategies to Ensure the Quality of Communication...TraceByTWSG
Blair Wright (The White Stone Group, Inc.) presenting to Massachusetts Association of Hospital Access Managers (MAHAM) on how the quality of communicating with patients is directly linked to the perceived quality of care.
Patient Satisfaction deals with how patients evaluate the quality of their healthcare experience. It is mainly assessed by conducting Patient Satisfaction Surveys using Healthcare Survey Software to determine the high quality of care, in addition to numerous other dimensions of quality, such as relevance to need, effectiveness, and efficiency.
Importance of Patient voice helps healthcare providers and facilities offer better healthcare delivery. It helps them understand how their patients truly feel, their needs, expectations, and concerns during every point of the care journey. Analyzing voice of the patient data allows healthcare professionals to leverage the feedback data not only for better operational aspects but also for diagnostic needs. These insights thus gained can help shape strategic treatment plans, even as healthcare providers and decision makers use data-backed information to build the foundation of patient-centric healthcare.
Patient’s experience, improve the quality health3zsaddique
Putting patients first requires more than world-class clinical care – it requires care that addresses every aspect of a patient’s encounter with Hospital, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs. A team of professionals should serves as an advisory resource for critical initiatives across the Hospital health system. In addition, it should provide resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care.
This “Customer Service Excellence Training” slideshow is geared to help participants understand:
- The principles of strong customer service
- The concept of internal and external customer service
- Ideas for customer service improvement within their workplace
Employee Engagement: Your Tool for Tackling Heath Care CostsDigital Measures
Everyone is concerned about increasing health care costs. This interactive session will review the various triggers that drive health care and insurance costs and cover the major communication and engagement strategies that companies use to reduce their trend. Case studies to be discussed include wellness, employee engagement and communication, benefit plan design and consumerism. Successful benefit incentive programs that support communication programs and have a quantifiable return on investment will also be discussed.
Patient Experience and HCAHPS by Ryan Abernethy, MHSAJulia Vashchenko
Patient Experience. We all hear about it all the time, but what does it really mean? Why is it important? And how is it measured? Answers to all of those questions can be found in this presentation.
There are many missed opportunities for revenue retention in today’s healthcare call centers. Would you like to increase your captured revenue. We highlight a $25M case study.
Scott Smith, MD, Associate Medical Director of Operations for the Colorado Ka...
Rj Wood Hospital
1. Case Study Quality and PerformanceRobert Wood JohnsonUniversity Hospital Presented by: Rick Bekanich Pete Brenkosh AmandadeepKaur Dee Walski
2. Outline Background on Robert Wood Johnson Hospital Customer satisfaction as it pertains to quality health care Has the organization been cited for poor quality ? Are there any ongoing quality initiatives at the hospital? Has the organization been cited for exceptional quality?
3. Introduction Robert Wood Johnson was founded in 1884 Located in New Brunswick NJ Academic medical center Partnerships between research facilities, teaching hospitals and clinics
4. Over 1,300 physicians and surgeons are affiliated with the hospital which includes the NCI- designated Cancer institute of New Jersey, the Child Health Institute of New Jersey and The Bristol Myers Squibb Children's Hospital Provides full range of health care Specialties include cardiac care, heart surgery and transplants, cancer care, pediatrics and maternal -fetal medicine
5. Earned significant national recognition for clinical quality and patient safety Ranked (NO. 36) heart surgery (NO.40 ) cancer and (NO. 50) for respiratory disorders according to U.S News & World report’s 2009 ranking of “America’s best hospitals” Harvard University identified RWJUH as one of the top 10 hospitals in the nation for clinical quality
6. Who Is a Customer? Actual , Potential or future user of the hospital or service Hospital customer different from regular customer Forced to be a customer Customer interacts with all parts of staff
7. What Is Customer Satisfaction? Customer satisfaction is a person’s feeling of pleasure or disappointment in relation to his/her expectations Customer satisfaction is ability to meet expectations of the patients Exceed the customers expectations to make him/her highly satisfied High satisfaction creates a bond with hospital High patient loyalty
8. Customer Satisfaction And Quality Healthcare Metrics Good quality medical care (successful surgeries) How are you treated by staff? Do they seem caring ? How long do you have to wait ? How good is the food ?
9. Has the organization been cited for poor quality? Source: Consumers Digest Leapfrog Dec 04
10. Issue of patient feedback systems at healthcare institutions Major reforms of Health insurance industry & health care delivery system ongoing trends toward greater transparency of quality of care & patient satisfaction are likely to accelerate. Private insurers adopt quality metrics, including Patient Satisfaction, as measures of performance and value, advancing pay to performance of an organization. Health insurance is moving toward reimbursement based on Quality. Organizations that don’t quickly improve performance will be at a competitive disadvantage.
11. What areas are specifically poor? Lack of effective feedback system made it difficult for patients to comfortably communicate with hospital about last visit. Hospital was not able to understand the concerns of patients and staff.
12. Consumers/Patients Paying higher cost of health care Shopping for value Use Hospital Compare – Federal Gov’tdatabase forquality and patient satisfaction Use Hospital Compare – Federal Gov’t database forquality and patient satisfaction
13. Trends Hospitals put even greater emphasis to listening to voices of patients. Direct correlation between high satisfied caregivers and satisfied patients that in turn leads to easier recruitment and retention of qualified doctors, nurses and technicians. Press Ganey research – Hospitals with high satisfaction ratings are the most successful financially. Satisfied patients will recommend the hospital to family and friends through “ word of mouth”.
15. How is quality measured for this particular product/service/process? Measuring Customer Satisfaction Dept C Dept B Dept E Dept D Dept A Dept F Dept G Patient Surveys Feedback Forms Paper or Email RWJ - Patient Relations
16. Problems with this type of quality measurement Paper base system Costly Time Consuming Hard to collect info from all touch points Not completely anonymous Turn around response not quick enough Problems could escalate Patients already discharged Employees solve problems on their own Management did not have enough information toaddress customers’ questions and concerns
17. Survey items are correlated to patient ratings of “Likelihood of your Recommending this hospitals to others” Represents the experiences of 2,985,690 patients treated at 2,021 hospitals nationwide between Jan 1 and Dec 2008 Survey Item Priority Rank Response to concerns and complaints made during your stay 1 Degree to which hospital staff addressed your emotional needs 2 Staff effort to include you in decisions about your treatment 3 How well the nurses kept you informed 4 Promptness in responding to the call button 5 Communication Issues National Inpatient Priority IndexSource: Hospital Pulse Report Press Ganey 2009
20. Patient Voice “Patient Voice provides RWJH with a real-time picture of what is happening in patient care, where problems are occurring, and how long problems are taking to resolve”.
21. Patient Voice Patient Voice provides RWJ Hamilton’s patients with a completely anonymous and confidential forum for submitting feedback and asking questions Customers can give their feed back during their stay or when they return back to their home They can visit the hospital’s website to submit their feedback and questions directly to the hospital’s Patient Relations Manager, who oversees the feedback management system
22. The patient relations manager then reviews each submission, and if necessary, routes the feedback to the staff member who is responsible for providing a timely and appropriate response
23. Employee Engagement RWJH believes that their employees know what our mission is, live the mission, and work together as a team to accomplish that mission.” Due to employee involvement employee feel that they are more engaged in an organization and less likely to search for another opportunity
24. RWJH rewards their employees with RWJ Dollars which can be used in the cafeteria, gift shop or to purchase gift cards. The senior leaders of RWJH take advantage of Managing up program with hand-written notes that personally recognize employees for acts of kindness and extraordinary service.
25. Benefits of the solution Source: allegiance.com Since implementing advanced engagement technology more than four years ago, they have continued to enjoy increasing patient satisfaction scores. Our excellent service has been recognized through numerous awards, including the Press Ganey Summit Award presented to the hospital’s Cancer Institute.
26. Quality Awards 2004 Malcolm Baldrige National Quality Award 2004 Governor’s Award for Performance Excellence-Gold 2004 Consumers' Choice Award
27. Malcolm Baldrige National Quality Award Named after Malcolm Baldrige, 26th Secretary of Commerce Established in 1987 to enhance competitiveness and performance. Started with Manufacturing, service companies and small businesses. Expanded to Non-profit organizations and Healthcare in 1999 80 companies have won the award since 1988 Information courtesy of http://www.baldrige.nist.gov/
31. Baldrige Results 15/30 program, which guarantees that patients coming into the emergency department will see a nurse within 15 minutes and a physician within 30 minutes Emergency department patient satisfaction is at 90%, exceeding the national benchmark New Jersey’s fastest growing hospital for the last five years and improved its market share while closest competitor’s share declined Charity Care Dollars increased from $5 million in 1999 to $23 million in 2003
32. Governor’s Award for Performance Excellence-Gold Presented by Quality New Jersey (QNJ) Highest and Most respected state-based Quality Award The award is comprised of six sectors Healthcare Education Service Manufacturing Environment Government
33. Consumers' Choice Award Survey’s for the award conducted by the Consumer’s Choice Institute Surveys conducted in Major Canadian and U.S. Cities Winners are determined by Consumers and not by panel of judges. Its purpose in to publicly identify establishments that have been voted by the consumer as their choice for excellence. Information courtesy of www.consumerschoiceaward.com