Key Industries
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Recent Tips and Posts
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Develop an “Always Culture” – 2/18/14 TOW
Many of our healthcare clients are adopting the concept of creating an “Always Culture.” This movement is often in response to a change in Federal Government reimbursement to hospitals that is based in part on the results of patient satisfaction surveys. Those surveys are structured to have patients evaluate whether staff, nurses, and physicians “Always” […]
Patient Satisfaction…from a Child’s Mouth to Our Ears
In the Forbes article This 15-Year-Old Absolutely Nails What ‘Patient Centered’ Is – And Isn’t, the author addresses patient satisfaction (or a lack thereof) in today’s hospitals. He shows the video of a 15 year old patient who discusses her complaints about her current inpatient stay and her suggestions to make it a better experience. […]
C.A.R.E. for Customers – 2/11/14 TOW
In our analysis of customer satisfaction data for a client recently, we identified the survey attributes which had the strongest correlation to the customer’s feeling that the organization cared about them as an individual. These “Care Perception Drivers” fit nicely into an acronym (C.A.R.E.), and we shared the analysis in a brief educational session with […]
