Patient & Guest
Experience
{the why}
Do you have a common language and patient experience standards—what we ALWAYS say and NEVER say, what we ALWAYS do and NEVER do?
Create unforgettable patient experiences and bring deep satisfaction to your teams through the service they deliver. Implement behind-the-scenes systems to create scalable and sustainable standards. Did we mention the positive effects on your bottom line?
“Nobody really understands the patient’s journey, so they come to your practice expecting you to be the ONE place that understands. Their experience should reflect that.”
- Lisa Duran
{what we offer}
Customize your patient experience by starting with your people, processes, and technology.
Receive on-point training, identify your non-negotiables, process and service defects, and refining each patient touchpoint is just the beginning.
{how we do it}
Patient Experience Standards
Creating your Purpose Statement - Why we get up in the morning and go to work to help customers. Ensure every position is confident in the unique impact they make and feel equally important to the customer experience.
Non-Negotiable Standards
(What we ALWAY do, what we NEVER do) for example…ALWAYS make it personal, NEVER be transactional. Collaborating with teams to identify experience blind spots and produce solutions. It is easy to miss something we are not looking for.
Patient Experience Journey Mapping
Identifying and solving process hurdles that get in the way of delivering a world-class experience. Teams find and solve process hurdles in each touchpoint of the customer experience and then collaboratively create experience standards unique to each.
Powerful Words and Service Recovery
Identifying and solving process hurdles that get in the way of delivering a world-class experience. Teams find and solve process hurdles in each touchpoint of the customer experience and then collaboratively create experience standards unique to each.
First Impressions
Positive and negative cues in offices/stores that communicate immediate messages which may affect a patient/guest experience and how they feel about your services.
Billing Department - Insurance Verification
Your billing department feels beat up every day. Does your team feel frustrated because they are trying to help customers and customers treat them like “the enemy”? Refresh and equip your billing team to not take it personally. Equip them to navigate difficult conversations with grace and truth.
The Phone Experience
Does your contact center or schedulers and/or customer services teams know how to deliver an efficient yet personalized experience over the phone? Do they know how to create connections quickly? Equip your team with tools to create a top-notch experience that both your team members and customers love.
Service Recovery
It may not be your fault, but it is your problem. Service recovery is not only about fixing the issue but more importantly preserving the relationship. We have developed a proven simple three-step process that will guarantee to preserve the relationship.
{some of our work}
