Our desire is for our team to support your team so that the patient experience is as good as it can be.
In this week’s issue we will explore the importance of Same Day Call Backs, and how the handling of the patient’s telephone experience can have a huge, favorable impact on your practice.
- Correlation Analysis: Key Touch Points of the Patient Experience
- Correlation Analysis: Same Day Call Back vs Telephone Handled, and Same Day Call Back vs Provider Ranking
- TIPs and Techniques to Improve Same Day Call Back Performance
Correlation Analysis: Key Touch Points of the Patient Experience
Utilizing patient feedback from more than 16,000 patient visits, across both primary care and specialty care physician practices, the table below depicts key touch points of the patients experience and how each touch point relates to patient loyalty. Correlation coefficients for both Retention Loyalty and Advocacy Loyalty were calculated.
As you might expect, questions related to the provider-patient encounter returned the highest correlation coefficients for both Retention Loyalty* (RL) and Advocacy Loyalty** AL):
Did the patient perceive their examination as being thorough:
Did the patient perceive their provider answered their questions:
Did the patient perceive their provider expressed concern:
In terms of which of the key touch points have the greatest impact on patient loyalty, how the patient telephone calls were handled ranks very high on the list — right below the provider-patient encounter.
Did the patient perceive their telephone call was handled timely:
*Retention Loyalty is defined as: Patrons/patients of a business/physician practice likely to continue as repeat customers as a result of the activities and actions of the business/physician practice that meets or exceeds the customers/patients expectations.
**Advocacy Loyalty is defined as: Patrons/patients of a business/physician practice likely to tell someone about their favorable experience as a result of the activities and actions of the business/practices that meets or exceeds the customers/patients expectations.
Correlation Analysis: Same Day Call Back vs Telephone Handled, and Same Day Call Back vs Provider Ranking.
As would be expected, there is a strong relationship between the Telephone Handled aspect of the patient experience and the patient receiving a call back on the same day that they reached out to the practice.
The importance of handling the patient’s telephone call in a timely manner, and returning the patient’s call on the same day cannot be overstated; the over all impact, both good and bad, can be measured throughout the patient experience continuum.
TIPs and Techniques to Improve Same Day Call Back Performance
Below are some of the highlights.
• Collaborate with Providers and Staff to Develop written call-back guidelines and standards
• Set a same-day call-back cut-off time i.e. messages left after 4:00 PM will be returned the next morning by 10:00 AM
• Ensure call-back commitment-window can be consistently achieved by your team
• Advertise the cut-off time as often as possible with every patient — setting expectations is key
• Assign each message to a staff member for follow-up
• Track & communicate message return compliance
Above all else, call the patient back on the same day, even if an answer or resolution to the patients inquiry has not been realized. Let the patient know you and your team are working on getting the information the patient needs.
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Have a great Thinking Thursday!
Jerry L. Stone