The fourth video in the Patient Experience Toolbox series Tips Instead of Paychecks? poses the question, “What if healthcare employees were forced to rely on tips for their income?” The question appears non-sensical on the surface, but the same values customers are seeking from restaurants and hotels do not automatically change because it’s healthcare. Brooke Billingsley, CEO of Perception Strategies, walks the viewer through how this concept could be transforming for a healthcare organization. Contact Brooke Billingsley at 877-546-0970 or firstname.lastname@example.org to get her thoughts on other patient-focused ideas.
Would Satisfaction Scores Change if Healthcare Employees Received Tips Instead of Paychecks?November 26th, 2013
Mystery Shopping on a Tight Budget – The Patient Experience Toolbox #3November 15th, 2013
The latest entry in the Patient Experience Toolbox video series – Mystery Shopping on a Tight Budget – features CEO Brooke Billingsley sharing the types of healthcare mystery shopping studies clients are conducting that will quickly achieve the insightful and tangible results needed to meet the budgetary needs of healthcare providers in today’s environment. Patient access, ambulatory services, and Emergency Services studies are just some of the ways healthcare providers can identify patient satisfaction problems and opportunities. Contact Brooke Billingsley at 877-546-0970 or email@example.com to hear how Mystery Shopping can improve the patient experience. Also, be sure to go to Perception Strategies’ You Tube Channel to see the entire Patient Experience Toolbox series.
Utilizing Patient Anxiety Mapping – The Patient Experience Toolbox #2November 4th, 2013
This 3-minute video on Patient Anxiety Mapping is the second in The Patient Experience Toolbox series that follows last month’s Employee Perception Deep Dive video. This new video focuses on the power of patient anxiety mapping as a way to improve the patient experience. It asks healthcare providers to consider identifying the points in their care where patients are most anxious and vulnerable, asking patients to help isolate those emotions, and then staffing those critical times with employees who are best equipped to handle them. Brooke’s knowledge comes from 15 years as a healthcare consultant and healthcare mystery shopping expert, and her 16 months of cancer treatment starting in 2011.
Contact Brooke Billingsley at 877-546-0970 or firstname.lastname@example.org to hear how Anxiety Mapping can help improve your patient’s experiences.