Community Healthcare Systems Patient Experience

The community healthcare system environment is undergoing significant change.  Healthcare providers within this space are continually focused on how to remain relevant with today’s patient populations while also addressing the emergence of competitive alternatives and consolidation.  These forces call for clear, compelling differentiation.

Community healthcare organizations performing well are strategically focused on the drivers of patient/customer satisfaction, nurturing brand advocacy and offering a genuinely differentiated patient experience.

Community Healthcare Systems Mystery Shopping

Mystery Shopping and Secret Shopping programs within a community healthcare system can identify several leading indicators that if go unchecked, will have a measurable impact on patient/customer satisfaction and revenue-related business performance.  Second To None’s healthcare-centered customer experience solutions effectively assess those aspects of the actual customer experience, that if appropriately managed, will most influence satisfaction, patient advocacy and revenue.

Community Healthcare Systems Voice of Customer

Capturing and acting upon voice of customer feedback and sentiment  is essential to understanding day-to-day frontline patient/employee interactions and remaining competitively viable.

A properly designed voice of customer feedback survey initiative can deliver a rich set of ongoing insights, including:

  • Location or department-level patient sentiment
  • Likelihood of your patients to both return and recommend (and why)
  • Targeted opportunities for improving patient experience delivery and identifying associates deserving of rewards or recognition
  • Prioritized action planning at the location, unit or department level

Community Healthcare Systems Compliance Audits

Patient service delivery-focused compliance audits serve a compelling role in protecting brand equity, optimizing key elements of customer experience delivery and mitigating possible risk and liability factors.  Community healtcare system compliance audits objectively assess highly important customer-facing elements, allowing you to answer these questions, among others:

Are medical professionals and support staff and following the protocols to which they have been trained?
Do our patients experience our organization in the manner we envision?
Does each facility or department uphold brand standards related to appointments, check-in, office visits, etc.?
Are medical professionals and support staff knowledgeable, helpful, professional and caring?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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