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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 

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.

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6 Key Levels Consulting


Using Our 6 Key Levels to Achieve Patient Experience Excellence

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6 Key Levels Consulting


Using Our 6 Key Levels to Achieve Patient Experience Excellence

Conducting comprehensive, system-wide patient experience strengths and weakness assessments bring to bare all of Perception Strategies’ perception research strategies and resources.

Perception Strategies’ consulting philosophy on Patient Experience excellence is based on our 6 Key Levels, a strategy that navigates through the complex and time-consuming journey necessary for achieving sustainable service excellence.  As each Key Level is attained, the result is an organization resolved and strengthened to exceed customer expectations.

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Commitment efforts succeed when the organization moves as one toward cultural revitalization, generates more revenue, and increases customer respect for the organization.

  • Coordinate the development of organization-wide service standards

  • Direct a customer service responsibility assessment

  • Assist in the creation of organizational communications and kick-off plans

  • Conduct a patient experience management workshop

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Hiring efforts succeed when people who “like” patients are hired, patient satisfaction increases because consumers are responding to more patient-friendly behavior, and customer service becomes a competitive advantage.

  • Review and revise the interview process to assess patient experience excellence compatibility

  • Develop an employee patient experience commitment document

  • Review and revise the patient experience component for employee orientation

  • Establish or revise the 90-day employee review process

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Observation efforts succeed when the organization gains the patient’s perspective, immediately recognizes problems, and eliminates excuses.

  • Develop a mystery shopping plan utilizing various levels of telephone and in-person shops

  • Select the level of sophistication most appropriate for the assignment and implement a program featuring real-time feedback based on realistic scenarios developed with the client

  • Conduct management training on the mystery shopping program focusing on utilization of the information and data

  • Train managers on the use of observational techniques to enhance employee coaching

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Coaching efforts succeed when the organization strives to achieve positive behavioral changes, exhibits interest in and support for the success of employees, and fosters increased teamwork.

  • Implementing a program that proactively creates great work groups committed to serving the internal and external customer with excellence. The program enables each manager to work with feedback in a very positive, helpful way

  • Offering Coaching Training after the first or second quarter of a yearlong program. Coaches will do a team-building program with employees using profiles on each team member and a two to four-hour team building program

  • Selecting managers for Coaching Training who will complete a personality profile and begin their individual sessions with the coach

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Consistency efforts succeed when the universal criterion for excellent service is adapted, and consistent service outcomes and long term financial benefits are achieved.

  • Periodic patient experience consulting with managers

  • Instituting the “Keeping Customers in the Loop” Internal Marketing Program

  • Conducting an analysis of the competition’s patient experiences using mystery shopping

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Recognition efforts succeed when individuals are recognized for excellent service and rewarded based on patient perception.

  • A comprehensive recognition program called “Catching Employees Excelling”

  • Providing managers with the our mystery shopping’s Extra Mile Award Program

  • Developing communication tools to highlight employee contributions to the customer service culture

Call us today to discuss your patient experience consulting needs - 877-546-0970.