Healthcare

Primary + Specialty Care Patient Experience

As a result of growing technology, the traditional methods of primary and specialty care patient experience are expanding beyond what we could have imagined. This technology increase has digitized this patient experience process, and as a result it can be difficult to convert your existing patient experience over to this new style without guided help.

Primary + Specialty Care Mystery Shopping

One way to measure your capabilities in the primary and specialty care field is to establish a mystery/secret shopping initiative for your brand. These programs are essential to discovering the daily performance of your employees customer service, as well as gain actionable insights used to understand your patient’s perception of the brand.

Primary + Specialty Care Voice of Customer

Another way to gain this kind of information is to use voice of customer feedback programs. This can help primary and specialty care facilities gain direct information regarding their brand by opening up more channels of communications with their customers.

A highly functioning voice of customer feedback will help your brand unlock information about:

  • How well each individual branch of your brand is performing
  • Whether or not employees are interacting with customers up to brand standards
  • Net Promoter Score (NPS) or willingness of your patients to recommend your services
  • Directed areas for improvement based on specific survey questions

Primary + Specialty Care Compliance Audits

Primary and specialty care brands need to make sure that they remain compliant with industry standards in order to avoid loss of customers, fines or even the risk of legal repercussions. It can be difficult to uncover information about the ways in which your employees are actually behaving when interacting with patients, but a compliance audit program is a surefire way to figure out this data. A well-designed compliance audit program for primary and specialty care brands will answer the following questions:

Do our employees intentionally act to follow industry rules and regulations?
Do we know the way in which our patients perceive our brand?
Do our patients experience our organization in the manner we envision?
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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