Healthcare

Patient Care Centers Patient Experience

Patient care centers are at a unique position in terms of providing a patient experience due to the the umbrella of services that are provided. Because they serve so many different kinds of patients, it can be difficult to create one universal patient experience across the different offices. That is why there needs to be established systems in place to help measure and adjust your patient experience.

Patient Care Centers Mystery Shopping

An effective way of measuring all of the different moving parts within a patient care center is to implement a mystery/secret shopping program. This method will allow you to capture and analyze crucial patent experience data, while also helping form longer-lasting relationships with these patients.

Patient Care Centers Voice of Customer

A patient care center patient experience can also be measured and analyzed through a voice of customer feedback initiative. This perspective of your brand can be helpful in forming a patient experience because you get information regarding the perception of your brand directly from the patients themselves.

A well-designed voice of customer feedback initiative can help unlock these key insights:

  • Which aspects of your patient care center are performing best
  • Whether or not employees are meeting brand standards during patient interactions
  • Specific areas of patient experience to be improved
  • Net Promoter Score (NPS) or willingness of your patients to recommend your services

Patient Care Centers Compliance Audits

It can be difficult to monitor all of the different aspects of a patient care center, but in order to remain an industry leader it is essential that your brand has systems in place to monitor employee activity. Compliance audit programs can help mitigate the huge amount of legal and financial risk involved in the healthcare field, and help uncover key information that can assist in answering the following queries:

Are our employees maintain industry standards during patient interactions?
How do our patients perceive our patient care center brand?
Is our infrastructure up-to-date with all industry codes and regulations?
Are we monitoring any industry changes or trends that might effect our Patient Experience?

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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