If you missed part one or part two, be sure to catch up before continuing with this final part of our blog series on tactical techniques to foster five-star customer service. We close out with a couple of techniques that seem obvious, but are easy and often overlooked.
Successful, patient-centric communication skills are essential to building trust and positive repore within your practice and with your patients. Here is our second set of tactical techniques that your team can immediately establish to deliver 5-Star Customer Service. If you missed part one of this series, be sure to check it out. Look for part three of our tactical techniques coming in the next few days.
Exemplary customer service does not happen by accident, it requires careful planning, a commitment to 5-star standards, and disciplined execution. To thrive in today’s healthcare value-based environment, understanding that value-based care is centered around the customer/patient is the essential first step.
Research conducted by Deloitte Center for Health Solutions revealed that hospitals with better patient experience ratings have higher profitability and perform better financially. According to the findings, improving patient experience can help increase performance through strengthening customer loyalty, boosting reputation, and growing the utilization of services. Additionally, the report found the association was strongest with aspects of patient experience linked to better clinical care.
As discussed in our last blog, health literacy is the degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions. Health literacy can affect an individual’s ability to navigate the healthcare system, fill out complex health forms, find providers and services, and engage in self-care and chronic-disease management.
In our last blog, we discussed best practices for improving patient education. However, it is also important to realize the significance that health literacy has on patient education, patient adherence, health outcomes, patient satisfaction, and costs.
As part of the healthcare industry’s shift toward value-based care, many organizations are focusing increased efforts on improving patient engagement. In fact, patient engagement and patient education are recognized as key components for increasing adherence and outcomes. According to a study by the Agency for Healthcare Research and Quality, patient education was linked to improved patient compliance and lower out-of-pocket costs. Additional research found that providing patients with targeted education materials led to greater satisfaction of care.
As discussed in our previous blog, “The Importance of Employee Engagement in Healthcare,” the majority of employees (nearly 71%) are either NOT fully engaged or actively disengaged. What is even more concerning, is the impact that disengaged employees can have on every aspect of an organization. From staff turnover and culture to accidents on the job and patient safety, employee engagement is one of the most significant factors correlating to patient mortality, safety, absenteeism, and staff turnover. In addition, research from Gallup suggests that companies lose an estimated $450-$500 billion a year in productivity from disengaged employees.
The Medicare Access and CHIP Reauthorization Act was signed into law on April 16, 2015, and the final rule was just released by Centers for Medicare & Medicaid Services (CMS) on October 14, 2016. The law repeals the existing Sustainable Growth Rate (SGR) Formula or fee-for-service Medicare payment structure and replaces it with new pay-for-performance program based on measures of quality and efficiency. Providers will be rewarded or penalized depending upon their performance.
Poor patient satisfaction scores can hurt an organization's reputation and bottom line. As patients are becoming more savvy healthcare consumers providing an exceptional patient experience is not only a key to success, it is necessary for survival. Avoid these seven deadly sins when implementing a strategy for improving the patient experience: