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Improving Patient & Employee Satisfaction

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  1. Improving Patient & Employee Satisfaction

  2. Allegiance’s Value Proposition • Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC Picker, etc.) 2. Instant-ready compliance for unscheduled audits/mitigate risks 3. See the critical connection with employee engagement, and how to reduce turnover and increase productivity

  3. Allegiance at a Glance • Customer & employee engagement solutions company • More than 27 years of feedback research & experience • Over 1,900 customers in multiple industries • Including healthcare, banking, retail, telecom and others • 4 consecutive years of triple digit growth • 95% customer retention Industry Recognition

  4. Allegiance’s Healthcare Customers

  5. What is Engagement? Active $$$$$ Engagement More than satisfied or loyal. Customers & employees go out of their wayto show association and promote the company. An emotional connection w/exponential business increase. Engagement More than satisfied or loyal. Customers & employees go out of their wayto show association and promote the company. An emotional connection w/exponential business increase. Engagement More than satisfied and more than loyal. Engaged customers and employees go out of their way to show their association with a company & act as an influencer/promoter. Repeated, satisfied interactions that strengthen their emotional connection with a brand. Engagement More than satisfied and more than loyal. Engaged customers and employees go out of their way to show their association with a company & act as an influencer/promoter. Repeated, satisfied interactions that strengthen their emotional connection with a brand. • Loyalty • Responds repeatedly, favorably; maintains consistent business • Loyalty • Responds repeatedly, favorably; maintains consistent business • Loyalty • A predisposition for a customer to respond favorably and consistently toward the brand/company. • Loyalty • A predisposition for a customer to respond favorably and consistently toward the brand/company. • Loyalty • A predisposition for a customer to respond favorably and consistently toward the brand/company. • Satisfaction • Products & services meet or surpass expectations;no guaranteed repeat business • Satisfaction • Products & services meet or surpass expectations;no guaranteed repeat business • Satisfaction • A measure of how products and services supplied by a company meet or surpass customer expectation. • Satisfaction • A measure of how products and services supplied by a company meet or surpass customer expectation. Passive $

  6. Challenges Facing Hospitals Today • Increasing pressure to improve their operations • Increased patient expectations/choices • Multiple departments within organization • Subject to unscheduled regulatory audits • Strong need to mitigate risks • Outdated reporting methods • Staffing shortages/Employee attrition • Employees expect more • Higher salaries • Better benefits • Likelihood to leave is higher • Costs for training are higher

  7. Improve Your Patient Satisfaction Scores BENEFITS • Helps uncover and resolve issues while patient is at facility & before discharge surveys received • Improves staff communication & confidence • Easily enter data gathered through patient rounding by various departments • Perfectly complements established discharge survey practices, such as Press Ganey/HCAHPS HOW • Rounding • All rounding logs in one place • Enables staff to instantly sync up on rounding efforts • Proactively provide excellent care • Discharge call survey • Increase patients’ perception of service • Log calls post discharge • Increase staff accountability

  8. Compliance Audit Ready/Instant Risk Mitigation BENEFITS • Proactively identify and address patient care issues & minimize risk of litigation • Facilitates and supports regulatory compliance in grievance resolution and process improvement areas • Be instantly ready to present status on response plan effectiveness (for audits) & ensure the plan is being followed HOW • Grievance resolution • Streamline patient complaint management processes • Rapidly resolve patient concerns/issues • Quickly and virtually facilitate team discussions regarding response/resolution • Process improvement • Identify and prioritize areas for process improvement • Develop response plans that will make the biggest difference

  9. Reduce Employee Turnover/Increase Productivity BENEFITS • Hear & respond in near real-time to employee concerns and issues • Understand the real drivers of employees by segments • Reduce employee turnover and increase productivity, saving time and money HOW • Identify and reward outstanding employees & departments • Develop the programs that matter most to employees • Foster a culture of greater passion and accountability

  10. What Our Customers Say about Us “We have industry leading satisfaction scores as a result of our best practices, and the Allegiance Engage solution is a critical element of that success.” -- Monica Olaff, Patient Relations Manager, RWJ Hospital Hamilton “When any of our state regulatory agencies walk in to investigate a complaint, we have to have that information immediately. We can’t be looking through binders. Now, with Allegiance, I’m able to get all of the information that we need and give resolution to my VPs and senior administration team in a matter of minutes.” -- Gina Seneca, Manager Guest Relations, Holy Cross Hospital

  11. Demo

  12. Conclusion • Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC Picker, etc.) 2. Instant-ready compliance for unscheduled audits/mitigate risks 3. See the critical connection with employee engagement, and how to reduce turnover and increase productivity

  13. Thank You

  14. Appendix

  15. The Allegiance Advantage • Only comprehensive Enterprise Feedback Management (EFM) solution • Ability to gather and respond to feedback in real-time • Provides you with actionable data • Aligns with your current patient discharge process • Can be used with or separate from patient satisfaction surveys • Delivered as a software-as-a-service (SaaS) offering • Easy to use and implement