Improving The Patient Experience from the Unit Level

I see alot of angst from well-meaning Administrators who, in a rush to ‘get their scores up’, sometimes miss the solution that’s usually staring them right between the eyes. Most hospitals subscribe to a first-rate survey vendor who provides a prioritized list of ‘action items’ that, if improved, will have the greatest potential to improve [...]

Implement a Service Improvement Plan

Research has consistently shown that the deliverers of service are the crucial link between resolving a complaint on the spot and the customer’s intention to repurchase (or return, in the case of a Hospital).  The key learning is that a five percent increase in customer retention can raise profitability by 25 to 85%.  One reason why [...]