IMG_3616.png
104822588_4.png
152890151_47.png
151812018_4.png
DSC00655.jpg
IMG_3616.png

Patient Perception Research for Today's Healthcare


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

SCROLL DOWN

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.

104822588_4.png

Healthcare Mystery Shopping


Evaluating the patient experience from the outside - patients, customers, visitors - looking in

SCROLL DOWN

Healthcare Mystery Shopping


Evaluating the patient experience from the outside - patients, customers, visitors - looking in

Real patient situations in real time - testing what you hope to discover, verifying what you already think you know, and revealing new insights to help you improve.  

Our organization used Healthcare Mystery Shopping to improve our patient satisfaction scores in both our ED and on our In-Patient Units. Originally, we made inquiries of 84 mystery shopping companies who indicated that they did healthcare mystery shopping. We then interviewed 26 of those companies and chose three finalists. We are pleased to say we chose Perception Strategies based on their level of expertise working only in the healthcare arena. Not only was their body of work to date impressive, but they were able to align us with other similar-sized healthcare systems before beginning our study to give our physicians and administrators the confidence to move forward. Perception Strategies gave us the kind of information in real time that allowed us to begin making changes immediately.
— Oakwood Health System

Our healthcare mystery shopping studies behavior and process, and evaluates your organization’s adherence to your own prescribed values and standards. We also identify behavioral characteristics of high and low performers to be used in motivating and coaching employees.  

To date we have conducted over 100,000 healthcare mystery shops resulting in 350,000 healthcare employee service evaluations since 1998, making Perception Strategies a proven leader in the study of the Patient Experience.

We conduct both ongoing programs to show continual progress or individual benchmark studies to test the waters or isolate a specific concern. We also highly encourage clients to shop competitors and individual employees when appropriate in order to provide detailed comparisons.

Our shoppers are first and foremost consumers, albeit very observant ones. They provide the depth of who, what, when, where and how in each shopping report. However, just like your patients, they are not trained on the ins and outs of healthcare protocol.

It's true, healthcare mystery shopping is designed to shine a spotlight on your organization’s shortcomings. However, we also believe it is critically important to identify extraordinary behavior as well. Each of our studies features recognition of exceptional performance from the patient's perspective.  We call it the THE EXTRA MILE AWARD, and we have honored thousands of recipients over the years.  

TYPES OF HEALTHCARE MYSTERY SHOPPING

How do you determine exactly what the patient experience is so that you can take action to improve it — satisfaction scores, complaints, anecdotes, hunches?  The answer could easily be healthcare mystery shopping.  Below are many of the ways we get at the heart of your perception issues.  Give us a call to discuss the right approach for you. 

Telephone Shops

  • Information calls

  • Appointment calls 

  • Customized appointment calls (Access Studies)

  • Call Center Studies

  • Pricing Transparency Readiness

In-Person Shops

  • Basic In-person visits 

  • Wayfinding Studies

  • Process Shops

  • Process Observation Shops (Patient Shadowing)

  • Observation Shops

  • 24-Hour Inpatient Stays

Panorama Study - An Organization Wide Assessment

A Comprehensive Patient Perception Program designed to discover "hot spots" and match them against your HCAHPS scores.  The study is completed in one month with reports and recommendations within 2 weeks.  The study includes the following types of healthcare mystery shopping:

  • Telephone

  • Frontline

  • ED

  • Outpatient

  • Inpatient

  • Physician Access

Special package pricing is offered.

Contact us today at 877-546-0970 to see which type of mystery shopping works best for you. 

 

152890151_47.png

Employee Perception Deep Dives & Patient Intercepts


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

SCROLL DOWN

Employee Perception Deep Dives & Patient Intercepts


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

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.

151812018_4.png

Healthcare Ethnography


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

SCROLL DOWN

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 my 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.

 

DSC00655.jpg

Speaking


Delivering patient experience and communication messages that are passionate, knowledgeable, and personal

SCROLL DOWN

Speaking


Delivering patient experience and communication messages that are passionate, knowledgeable, and personal

Brooke has all the attributes any great professional speaker should have - warmth, content, humor, style, and audience connectivity. She provides a rare ingredient every healthcare organization must have to succeed… the patient’s perspective of their own unique healthcare setting.
— Tray Dunaway, MD, FACS, CSP

Brooke's Values as a Speaker:

  • Sharing her gift to connect with her audience with humor and transparency

  • Enjoying a good laugh -  and she thinks you do too!

  • Imparting the wisdom of 20 years as a speaker and over 15 years studying human behavior and conducting perception research 

  • Knowing what it's like to be an "overcomer"

Current Topics:

  • Using Your GPS to Communicate

Game Changing, Personality, Style

  • How to Live to be 100!

Inspiring and Thought Provoking

  • Using Perception to Gain a Competitive Edge

Others Perception = Your Bottom Line

  • Customer Service for the Future

Utilize, Adapt, and Embrace New Trends

  • The Patient's Voice via Twitter, Blogs & YouTube

The Power of Social Media over a Letter to the CEO

Contact us today to discuss your presentation needs

Name *
Name