Patient
Satisfaction Consulting
How is a decision reached to choose a hospital or other
provider for a procedure? Will a physician, with privileges at several hospitals, choose a
hospital he is currently dissatisfied with? Maybe, but probably not. Will a patient who
has heard good things about a hospital (from a former patient) find a way to go there?
They probably will. Satisfied patients tell others about the experience. Dissatisfied
patients do the same. Dissatisfied physicians vote with their feet and go somewhere else.
How can you get a handle on physician and
patient satisfaction, and more importantly, what specific things need to be
improved? Then how do you get the needed changes implemented? Shaw Resources
has 12 years experience providing patient and physician satisfaction
consulting to help
large acute care hospitals improve physician and patient satisfaction. The patented Shaw
method called Customer-Inspired Process Deployment®, has been used by 10% of
the large acute care hospitals in California. The Shaw method is about what
you do different after you have done a patient satisfaction survey.
The patented Shaw method (US Patent #
610497) is designed to help you "walk in your customers shoes."
How does the
method work?
Shaw Patient and Physician Satisfaction
Consulting includes the following actions that guarantee rapid
results. First, isolate the processes that touch the patient (or
physician). This allows management to carefully select just the right processes for
improvement that will impact patient (or physician) satisfaction the most. Cross-functional
process improvement teams ascertain physician or patient satisfaction "hot
buttons" and, using Shaw's Process Advisor software, improvement measurements are
established. The process improvement teams use data and knowledge gained about the
process to implement changes which directly impact patient (or physician) satisfaction.
You can use a patient satisfaction survey to help you understand the
customer mindset and to measure results as you improve.
Good news; carefully selected improvement targets often
result in dramatically increased patient (and physician) satisfaction at reduce costs! A
double payoff. This gives the team the power to generate cost savings that exceed the
near-term investment in process improvement. Make these first high impact
changes, make sure they are fully implemented, then do a patient
satisfaction survey to measure progress.
The Shaw method has been used by over 400 process
improvement teams that have implemented thousands of customer-inspired process
improvements to enable their organizations to thrive. Two Shaw healthcare clients have
made so much progress they have able to win state quality awards, which place significant
emphasis on customer satisfaction results.
If your Organization is ready to improve physician and
patient satisfaction and reduce costs, then Shaw Resources can help you - your patients and referring physicians will thank you with increased loyalty and
recommendations! There are many firms that help you
perform a patient satisfaction survey. Shaw shows you how to improve patient
satisfaction survey results.
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