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Patient Satisfaction: The Trump Card

A patient’s experience is the make-or-break issue in healthcare.

Patients expect good clinical care. But most importantly, they demand attentive, compassionate care. No amount of hi-tech equipment or glossy facilities can make up for poor customer service.

Surveys consistently show that the personal attention received while hospitalized is the deciding factor that ensures happy, satisfied patients. Unhappy patients lose no time telling friends and relatives about the lack of attention they received while in your care. Their negative reports travel swiftly, through the community and the internet, pushing potential patients to choose your competitors.

Low HCAHPS scores send you — and your public — the message that patients can expect an unsatisfactory stay in your hospital. That means fewer patients, and less revenue – for everyone.

Building a world-class service culture is the only way to own the powerful competitive advantage you need in today’s healthcare marketplace.

A crucial measure of your hospital’s patient satisfaction standing — and your bottom line — is measured by improved HCAHPS scores. Improving those scores and making you a Hospital of Choice is our mission.

Becoming a Hospital of Choice is not easy. Creating a healthcare service culture requires leadership, team effort and accountability. At CLS, we understand your challenges. Our training supports compassionate care from the top down, strategically driving your organization to significant gains in patient satisfaction, employee empowerment, engagement, and morale.

Let your community experience your hospital as the best place to be cared for — and be cared about.

 

Patient Experience Programs:

• The Six Secrets of World Class Patient Satisfaction
  Create a long-term sustainable competitive advantage through Service Excellence.

• The Magic of Frontline Leadership Through World Class Patient Satisfaction
  How to unlock the mystery of employee empowerment and enthusiasm to create a World Class patient experience

• Secrets of Accountability and Empowerment for HCAHPS Success
  Hardwire Best Practices for Successful Leader, Staff, and Physician Engagement to Achieve Exceptional Patient Satisfaction

• Advanced Service Excellence Skills: Hard-Wiring Best Practices
  Advanced Service Excellence Systems for Continuous Performance and Improvement

• Six Star Customer Satisfaction Series:

  • Satisfaction Guaranteed
    Create Lifetime Customer Loyalty
  • Winning with Difficult Customers 
    How you can say to the most difficult customer in the world "Come and get me!"
  • Stress Free Customer Satisfaction
    Survive and thrive in spite of stress and fatigue
  • One Minute Service Selling
    Gain a competitive advantage by helping others get what they want
  • Managing Moments of Truth
    Continuously improve patient perception and satisfaction
  • Self Esteem For Peak Achievement
    Enhances Self-Esteem = Enhanced Service Excellence.