When
patients use your healthcare services, they also make an implicit decision to
interact with your admissions, care services, outpatient services, diagnostic
testing billing, discharge, website, etc. And when physicians enter
annual contracts with your organization, they are committing to interact with
contract management, provider relations and services, provider portal, and
billing. Each interaction with each of
your functional groups is a touch-point that contributes to an overall
opinion about your organization’s business performance.
Gantry’s Customer
Satisfaction program can help you holistically
and continually measure your performance through the experiences of your
customers: patients and physicians. Our approach aggregates how each “customer”
thinks your organization has performed at the relevant touch-points. We provide you with the services
and technology to adopt a continuous
customer satisfaction improvement mandate. By providing the right customer feedback information to the right
people at the right time, Gantry’s program offers you the foundation to build closed-loop, incremental customer satisfaction
improvement into your everyday business processes.
Through
your Stakeholder Dashboard, a private, cloud-based portal, you can monitor
customer satisfaction by patients or physicians as a whole or by the functional
group that serves these two constituencies. With access to timely, relevant
data, your management team can effect interventions, develop remediation plans,
and monitor progress.
Customers
are a company’s most valuable asset, making customer satisfaction a critical
business performance metric. High customer satisfaction correlates to:
Ø Increased patient population
growth.
Ø Improved resource utilization.
Ø Improved competitiveness over other
hospitals n your region.
Ø Improved annual contract negotiation environment with
physicians.
Ø Improved core measure scores for
patient and physician job
satisfaction.
