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How patients feel …

How patients feel …. The Beacon Promise and Real-Time Customer Surveys Lori Turner, Beacon Chief Marketing and Experience Officer Indiana Hospital Association, November 2 nd , 2017. “My time is just as valuable as the doctor’s time.”. Vulnerable … Not Fully Understood

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How patients feel …

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  1. How patients feel… The Beacon Promise and Real-Time Customer Surveys Lori Turner, Beacon Chief Marketing and Experience Officer Indiana Hospital Association, November 2nd, 2017

  2. “My time is just as valuable as the doctor’s time.” Vulnerable…Not Fully Understood Unimportant…Disrespected Rushed and Told to Wait Abandoned, Frustrated and Intimidated

  3. Patients feel like… CUSTOMERS $$$$$

  4. Lots and lots of Strategies… CUSTOMERS want… • Ease of access • More choices and control • Alternatives to in-person care • Action that shows you believe me • Eye contact and eye level parity • Anticipate next steps and take me there • Simple and clear instructions

  5. 1:39AM FedEx Memphis Distribution Center

  6. Promise We make every Beacon experience exceptional. Physicians/Providers Patients/Customers Associates

  7. TEAM who “broke the mold”…at 7AM on Mondays

  8. Designed to impact service culture. Real-Time Transparent Actionable Learning Loop

  9. Vendor: Rate My Hospital 24-7 ADT Prompts Text Survey Enterprise Line of Sight Assign Service Recovery Continuous Customer Feedback

  10. For OP and office visits, we measure… Culture…People at Beacon seem happy Caring…People at Beacon are attentive/caring Convenience…Access to care was easy Coordination…Health needs well coordinated Experience…Beacon experience is exceptional

  11. For IP during stay, we ROUND to learn… Nurse…Checks on me every 1-2 hours Answers…To care and treatment questions Informed…About care and know next steps Environment…Calming and visitors feel welcome Experience…So far, Beacon experience is exceptional

  12. Office and Urgent Care Visits 43% 9% +7.2% 60 Day Top Box Improvement Response Rate <30% 11%

  13. • Service recovery tracked • Apologize to 1s and 2s • Calls on negative comments • Customers LIKE the call • Staff LOVE compliments • Great for Learning • Docs monitor

  14. “I would make it better by…” “Great visit…Nurse Heather is amazing!” “Can't think of a thing I would change.” “They worked me into a very busy schedule.” “Getting the cute doctor’s number lololol”

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