Desired Patient Experience  

Delivering the Desired Patient Experience

We assist Leaders and Employees by:

• Identifying the Patient Experience Differentiators
  Examples of the patient feedback services we can provide include:

• Analyzing Current Patient Satisfaction Results
• Designing and Facilitating Patient Satisfaction Measurement Surveys - Including Use of the "Ultimate Question" and the Net Promoter Score   
• Initiating Mystery Patient Programs
• Establishing Patient Advisory Councils  
• Instituting a Patient Suggestion Program
 

• Re-designing the Patient Experience
  Examples of the redesign services we can provide include:

• Mapping Patients' Cycles of Service: Where Experiences Happen
  • Tracing patient experience touch points to identify service experience gaps - the difference between the ideal and the real
  • Developing standards of performance to close those gaps
• Developing Service Recovery and Complaint Management Processes
• Auditing and Addressing Tangibles and Physical Service Evidence because
  "Everything Speaks"  
 

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