During the Feedback
Phase, health care providers gain insights from their doctor-patient
interactions. The results from these interactions act as benchmarks
to patient satisfaction measures. The Health Care Self-Defense CRM Satisfaction
Services provides two ways to obtain feedback
1. Patients Your
Opinion Counts - The first service provide a dedicated 800 number
dial in service. This service gives patients a confidential 800 number
to dial into and report any issues they may have had with the service
they received during their doctor-patient interaction. This service
acts as a customer satisfaction fail safe for doctor-patient issues.
During the call the name of the physician, the time of occurrence, and
the details of the patient issue are captured by a telephone customer
service representative. The results of this then forwarded to the client's
designated representative for the follow-up resolution. This service
is presented as a value added benefit to the patient and acts to ensure
the patient that the doctor-patient relationship is being monitored
by the sponsoring affiliate hospital.
2. We Care - We Call Program - The second service is a traditional
customer service tracking service. A total of 50 random outbound calls
for each provider are completed by marketing research tele-service representatives
every month. During these calls satisfaction levels are measured. Satisfaction
measurement is straight forward and achieved by using a standard 5 pt
scale. Components of satisfaction measurement include overall satisfaction,
patient waiting time, doctor communication skills, office esthetics,
and the support staff's skills. The results of the tracking study are
cumulated and forwarded to the client's designated representative. Over
time benchmarks of performance can be established for physician practices.
Further customized satisfaction studies can be designed and executed
to meet further client needs.