When it comes to experience management, timely action is everything.
For decades organizations have implemented Voice of the Customer (VoC) programs that simply measure how your customers, or staff, feel about your service or products, and in healthcare this typically consists surveys that take place after an appointment or visit. After a visit? Isn't that too late to act?
To truly set your service quality and employee engagement programs apart, you need a system of ACTION. The ability to intervene while the patient is still in the room, to respond in real-time and truly create a differentiated and world-class experience.
craves instant gratification, expects service to be proactive and is not shy when it comes to public social media shaming. 🙄😂😡
Customer loyalty and your reputation are constantly at risk in a #GenerationNow economy.
IS THE NEW VOICE-OF-THE-CUSTOMER
Customer experience programs are now measured in terms of immediacy, transparency and ability to affect outcomes on the spot, versus simply learn what happened after-the-fact. Healthcare has a unique opportunity to benefit from this shift to real-time.
A system of action fosters behaviors where your people are instantly aware of, and close out, experience gaps - truly moving the needle on service quality and excellence.
Best-in-class healthcare organizations are getting started on a journey to real-time service recovery by preempting industry satisfaction surveys with a private, closed loop system of action and experience management - using JabFab.
Enabled by AI, JabFab is a system for healthcare providers to empower staff with real-time information and alerts, DURING the patient journey. With no software or hardware system to install, JabFab is an innovative software-as-a-service solution that can be implemented in weeks, and demonstrate results immediately.
JabFab has proven to boost patient satisfaction (e.g. CAHPS scores), by as much as
20-30%, and continuously tap into the mood and wellness of your staff. Driven by a
location-aware instant alerting system that informs you of ongoing experience situations, and empowers you to act in-the-moment.
WHERE DO YOU FALL ON THE JOURNEY TO A SYSTEM OF ACTION, AND REAL-TIME?
The case for real-time service recovery
Transparency | Awareness | Action
When patient services and nursing staff are enabled by this unique real-time insight, we see up to 63% of negative situations are turned around, resulting in a better overall experience. The impact of this in reducing brand risk, negative social media posts, physician and staff burnout, while boosting patient loyalty is significant.
JabFab breaks down communication barriers between staff and patents, or staff and the provider administration. Uniting teams around a patient-first and compassionate culture.