.
Higher
patient survey scores and ongoing momentum are
the hallmarks of every Sullivan/Luallin Customer
Service initiative.
..
Service Excellence Training
Programs
You can build a service culture
based on clearly defined performance standards,
active leadership involvement, effective training
seminars, simple tracking mechanisms, and an
accountability system that recognizes top
performers and helps low performers improve.
Click here for our article in
MGMA's annual Performance and Practices of
Successful Medical Groups describing the
six-step strategy we have implemented for small
and large medical groups in every major U.S.
market.
Our proven action plan includes:
| Step One |
A baseline service
assessment which combines executive
interviews, insider surveys, mystery
patient visits and physician/staff focus
groups to build a profile of your service
strengths and weaknesses. |
| Step Two |
A leadership action
plan to involve all stakeholders in
identifying the activities,
accountabilities and deadlines needed to
produce immediate improvement and ongoing
results. |
| Step Three |
Service standards are
added to job descriptions and integrated
into the performance appraisal system so
that people know what's expected of them,
and supervisors know what to manage for. |
| Step Four |
Service Excellence
training seminars are customized for
your physicians, managers and employees
-- delivered by experienced consultants
who understand the challenges confronting
medical professionals. |
| Step Five |
A team-based incentive
program is designed to recognize top
performers and motivate physicians,
managers and staff toward
customer-centered performance. |
| Step Six |
A proven momentum
strategy includes simple tracking
mechanisms, shadow coaching for
low-performing physicians, and an ongoing
self-directed mystery patient program. |
Our Service Excellence
strategy has earned a national reputation for
helping physician practices and provider networks
increase patient satisfaction and word-of-mouth
referrals while qualifying for top "pay for
performance" incentives.
[Back to Top]
.
Physician/Patient Communication
Seminars
You can give your physicians the
proven behavioral techniques that produce high
patient survey scores through lively and
interactive seminars, delivered by our top-rated
consultants, covering every aspect of the patient
encounter.
Seminars include:
- "Excelling
at the Art of Medicine" - an
enjoyable, interactive presentation of
easy-to-use techniques for improving
patient satisfaction in the four phases
of the medical interview
- "Dealing
With Difficult Patients" -
proven strategies for managing
challenging encounters including drug
seekers, non-compliant patients, angry or
demanding patients, and other
hard-to-handle interactions
- “Physician
Satisfaction Means Good Medicine"
- practical tips and techniques help
busy doctors manage their personal and
professional time, build effective
clinical teams, and improve workflow
efficiency
[Back to Top]
.
Mystery Patient Assessments
You can look beyond your survey
data to identify the specific causes of patient
dissatisfaction and improve the work processes
and physician/staff performance that affect
patient loyalty and referrals.
Our experienced assessment team
works with physicians in nearly every specialty
to conduct every aspect of on-site assessments
including:
- access and
appointment scheduling
- check-in
and waiting times
- rooming and
patient flow
- exam room
encounters
- ease of
getting referrals
- advice on
ways to stay healthy
- business
office services
- ancillary
departments
- practice
ambience and facilities
- willingness
to refer friends and family members
Mystery patient assessments will
provide the feedback you need to increase patient
satisfaction and qualify for "pay for
performance" incentives.
[Back to Top]
.
Shadow Coaching for Low-Scoring
Physicians
You can give physicians who are
frustrated by low survey scores proven techniques
for meeting and exceeding patient expectations
for caring, responsive service during the
exam-room encounter.
Shadow coaching engagements
include:
| Step One |
Screening candidates for
coaching through structured telephone
interviews |
| Step Two |
Orientation of
selected physicians to describe the
coaching process and what they can expect
from the experience |
| Step Three |
Shadow day features
direct observation in exam and procedure
rooms using a pre-approved checklist, and
confidential feedback regarding specific
observations |
| Step Four |
Written report of
recommendations, and telephone follow-up
with the physician and Medical Director |
| Step Five |
Post-shadow patient
surveys and/or mystery patient visits
to confirm improvement |
Shadowed
physicians can expect immediate improvement in
their patient surveys scores, and better
coordination with their clinical team.
[Back to
Top]
|
