Implementing Service Quality Transparency (in a world of under-resourced clinics)
The rise of Value Based Care and a renewed focus on customer experience management ( aka Patient Experience Management ) has compounded the already busy workload of hardworking hospitals and healthcare providers. In an industry that Is already resource strapped and fighting to keep margins above water, to provide the best possible care, the idea of implementing new layers of service quality systems can be very daunting. Already reeling from major process changes and systems implementations for Electronic Medical Records and patient portals, healthcare administrators and patient services leads can barely breathe. Yet the need to move the needle just that little bit more in the right direction, regarding patient satisfaction, doesn’t not go away. Progressive services quality patient experience managers must find the bandwidth and the wherewithal to safeguard their Net Promoter, CGCAHPS and HCAHPS ratings. Driven, not only by regulation and government based incentives, but by their own mission and values - to put care and compassion at the forefront of patient engagement. When we examined these challenge at JabFab originally, we realized early on that any system that can help patient services coordinators, without draining their precious time, would have to be simple, mobile and exception based. By exception based we mean that, rather than implementing inefficient rounding systems that focus only on routine workflow, there had to be a way to alert staff to patient needs on demand – as they happened. The other reason to think about catching patient services issues or feedback in-the-moment is that you still have time to act on these events, while the patient is with you. Influencing outcomes, reducing the issues that fester and grow unattended, and heading off those strongly worded tweets and yelps that can damage our hard-earned reputation. Transparency, when done right, is like turning the entire facility into a listening place that can sense patient (un)happiness along the entire journey, from appointment setting, to parking, arrival, registration, examination, beds, labs, restrooms and departure. It took us five years to master the art of on-demand patient feedback (and action). We kept simplicity at the core, so that the system could be learned in less than an hour, required no software or special technology or kiosks to be installed. We set out to only bother patient services staff if and when there is a patient need or event that requires attention. We learned that over 65% of the time, patients will use this system to share how happy they are, in a way that motivates and energizes the team. The 30-35% of the time that they use the system to share their concerns or issues, patient services coordinators suddenly become aware of where, when and what happened. So instantaneously, in fact, that over 63% of the time, negative events can be either neutralized or turned around. Data has shown that when such an approach is applied for 6-months or more, there is a direct correlation to improved patient satisfaction. Transparency with such empowerment and efficiency becomes a huge opportunity for healthcare providers that have procrastinated on this topic, or simply have not had the budget or buy-in to get a system in place. Let’s talk about how we can empower your team. It’s not just tools, it’s about systems that are digestible, adoptable, affordable and capable of upholding a culture of care and compassion.