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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. What We Do • We help companies manage their customer and employee loyalty and engagement like an asset • We offer the professional services and best practices consulting needed to support you every step of the way

  5. Allegiance’s Healthcare Customers

  6. 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 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 • A predisposition for a customer to respond favorably and consistently toward the brand/company. • Satisfaction • A measure of how products and services supplied by a company meet or surpass customer expectation. • Satisfaction • Products & services meet or surpass expectations;no guaranteed repeat business Passive $

  7. Why Engagement Matters Organizations with Engaged Customers Enjoy: • Improved customer loyalty (80 percent) • Increased revenue (76%) • Increased profits (75%) Source: Economist Intelligence Unit

  8. WhyEngagement Matters Employee Engagement Benefits: • Employees stay longer • More productive/customer focused • Reduced voluntary and involuntary separations • Better morale/attitude • Reduced sick days

  9. 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

  10. HowAllegiance Helps You Measure, Manage & Predict Engagement

  11. Allegiance – The Only Comprehensive Solution

  12. Real-Time, Actionable Insights

  13. Benefits – The Payoff

  14. Improve Your Patient Satisfaction Scores HOW: Allegiance PatientVoice BENEFITS • Helps uncover and resolve issues while patient is at facility & before they receive discharge survey • Improves staff communication & confidence • Easily enter data gathered through patient rounding by various departments/employees • Perfectly complements established discharge survey practices, such as Press Ganey/HCAHPS

  15. How… Rounding • Allows you to keep all rounding logs and patient feedback/concerns across organization in one place • Keeps staff more informed about patient needs/issues as well as quickly sync up with others on rounding • Proactively provide excellent care Discharge Call Survey • Increases patients’ perception of service and satisfaction • Proactively identify problems • Increase staff accountability • Log calls post discharge

  16. Compliance Audit Ready/Instant Risk Mitigation HOW: AllegiancePatientVoice 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

  17. How… How… Process Improvement Grievance Resolution • Streamline patient complaint management processes • Rapidly resolve patient concerns and issues • Enables quick, virtual team meetings regarding response & resolution vs. physical meetings • Identify and prioritize areas for process improvement • Develop the right response plans that will make the biggest difference

  18. Reduce Employee Turnover/Increase Productivity HOW: Allegiance EmployeePulse &EmployeeVoice(and ActiveSurvey) 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

  19. How… • Employee Engagement • Identify and reward outstanding employee efforts by department or individual • Develop the types of programs that matter most to employees • Foster a culture of greater passion and accountability

  20. 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

  21. Get the Information You Need Read this case study Robert Wood Johnson University Hospital Hamilton…Plus, other paperson engagement www.allegiance.com/library Get a personalized, no-obligation demo from AllegianceCall 1.801.617.8000, or email sales@allegiance.com

  22. Thank You

  23. Appendix

  24. 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

  25. Allegiance @ Work in Healthcare Robert Wood Johnson Hospital • Leading academic medical center • 2004 Baldrige Presidential Award Winner • Treats 15,000+ patients annually • Increased patient satisfaction scores from • 67% to 90% as a result of best practices • and use of Allegiance • Vastly improved efficiencies and • streamlined processes “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

  26. Allegiance @ Work in Healthcare “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 Holy Cross Hospital • 600-bed hospital; treats 15,000 patients • annually • 90 departments; 33 medical offices • Improved patient satisfaction scores • Streamlined patient feedback • management/ grievance processes • Reduced time required to gather/report on • grievances from hours & days to minutes • Now able to respond instantly to • unannounced regulatory audits