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Patient Perception Research for Today's Healthcare


Helping providers understand, manage and improve the perception patients have of them

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Patient Perception Research for Today's Healthcare


Helping providers understand, manage and improve the perception patients have of them

Interact

We interact with and observe patients, physicians, employees, and competitors using Healthcare Mystery Shopping to evaluate processes and service excellence.

Interview

We interview employees and patients using Employee Perception Deep Dives and Patient Intercepts to identify barriers to patient experience excellence.

Observe

We observe patients, physicians and employees using Ethnography to conduct detailed studies of care team-to-patient interactions, patient care processes and environmental issues.

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Healthcare Ethnography


Documenting every aspect of patient care through comprehensive observations and focused patient interviews

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Healthcare Ethnography


Documenting every aspect of patient care through comprehensive observations and focused patient interviews

If your organization’s goal is to fully understand the patient experience, no form of research surpasses ethnography for achieving experiential depth and insight.  By placing ourselves in the patient’s environment for extended periods of time and selecting a statistically valid number of studies, we bring to light the barriers that often go undetected or unreported by staff.  

These studies may take days or weeks to complete, but the benefits to our clients have been far-reaching by striping away silos, miscommunication, and faulty processes, and allowing the organization to see what the patient sees (quite literally in the case of photographing the environment).  

Harvard Business Review Article Features Perception Strategies Ethnography

An extensive ethnography study conducted by Perception Strategies in 2012 for the Cleveland Clinic is featured in the May Issue of the Harvard Business Review in an article entitled Health Care’s Service Fanatics. Written by Dr. James Merlino, head of Cleveland Clinic’s Office of Patient Experience, and Ananth Raman, our study is described as an “anthropological examination of a nursing unit that had received some of the Clinic’s worst scores in the CMS survey."

And because our findings present immediate, actionable feedback, the solutions recommended and acted upon by management will correlate directly to improved satisfaction scores.

Our primary goal is to assess the environment from the patient’s perspective, reveal barriers to low HCAHPS scores, and provide detailed recommendations for improvement.

Representatives from Perception Strategies conduct patient observations and interviews for a specified amount of time.  In addition to patient interviews, visitors to the patient room are also often interviewed.  Observations are primarily based on HCAHPS-related issues such as communication, cleanliness, and noise.

 

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Employee Perception Deep Dives & Patient Intercepts


Eliminating barriers to employee satisfaction by conducting, analyzing and providing a comprehensive solutions-based response 

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Employee Perception Deep Dives & Patient Intercepts


Eliminating barriers to employee satisfaction by conducting, analyzing and providing a comprehensive solutions-based response 

Deep Dives

Employee Perception Deep Dives use anonymous, one-on-one employee interviews to explore and address the complexities of underperforming departments.  The analysis of this feedback initiates a 90-day accountability plan that emphasizes People, Place and Process improvement as a means of identifying and removing barriers to employee satisfaction. 

As a result, our Deep Dives have shown dramatic, and, in many cases, immediate changes in consumer satisfaction. In contrast to other employee feedback instruments, one of the benefits of our Deep Dives is that employees do not perceive these interviews as another “withdrawal” program – asking for input but not acting on it. 

Our Deep Dives are predicated on an organization’s commitment to respond quickly to the issues uncovered and allow findings to target solutions.  The reasons for a department to underperform vary dramatically and require specific tools to turn that department around.  Our program is solutions-based in that we do not expect you to come up with all the answers.  We will be there to provide whatever tools are necessary to address the issues raised by the Deep Dives.  Change the course for your underperforming departments by contacting Perception Strategies today.

Patient Intercepts

Our intercepts are conducted with patients or customers on the premises of the healthcare facility as they exit. An incentive is offered to each respondent for completion of the intercept. For security purposes, interviewers are given a signed letter from an administrator giving approval for the study.

Telephone interviews of patients can also be conducted after discharge to ask specific questions in support of the organization's discharge initiatives. These interviews are drawn randomly from groups of patients who agree to accept a call after discharge.