In this, the 5th video in the Patient Experience Toolbox series, Brooke Billingsley shares her philosophy that patient tolerance is measured by the clinical and/or service acumen of the staff at each encounter. ’My Tolerance is Equal to Your Expertise’ uses a personal experience with a surgeon to illustrate that patients can put up with a lot – 3 1/2 hours in the office – if they ultimately have confidence they are in good hands. However, the lesson from this story is that without a star performer, mediocre clinical and/or service acumen will not be tolerated by patients without repercussions.
‘My Tolerance is Equal to Your Expertise’ – The Patient Experience Toolbox #5January 30th, 2014
Perception Strategies Has Answer to Price Transparency ReadinessDecember 16th, 2013
According to a new report issued by PwC on the Top 10 Issues Facing Healthcare in 2014, price transparency ranks as the most important issue. Perception Strategies stands ready to support healthcare organizations with a program specifically designed to assess their pricing transparency readiness.
“We have been conducting mystery shopping focused on pricing for many years,” said CEO Brooke Billingsley, “and this report just confirms that there is no more important time to utilize unbiased consumers to make sure providers are successfully delivering pricing information.” Read more…
Would Satisfaction Scores Change if Healthcare Employees Received Tips Instead of Paychecks?November 26th, 2013
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 email@example.com to get her thoughts on other patient-focused ideas.