‘This call may be recorded to ensure quality control.’
We’ve all heard the recorded message when we call our bank or service provider
But, is this the best way to capture patient satisfaction with their healthcare visit experience?
Are you looking for options to gauge patient satisfaction with the patients’ interactions with your office staff during phone calls and their entire visit?
There are other options that require less technology, easier to implement, respects privacy, provides a more meaning constructive, helpful, feedback for your clinic team and engages your patients to improve their satisfaction.
I reached out to Brian Lee from Custom Learning Systems about his suggestions on how to explore patient satisfaction. Listen to the podcast to hear his key tips!
Easily measure the patient’s experience and give them an opportunity for feedback so that you can improve patient satisfaction and patient care in your healthcare practice. Make sure to check out this new app from Brian and Everyone’s a Caregiver!
Click on the image below
In This Episode
In this 16 minute episode, Brian Lee, CEO of Everyone’s a Caregiver Learning Systems, we discuss options for the healthcare provider and business owner to easily measure the patient’s experience and give them an opportunity for feedback so that you can improve patient satisfaction and patient care in your healthcare practice.
Brian shares his key tips including
- Options to create a patient experience survey (including CGCAPS).
- New tools that empowers the patient to provide clinics with feedback about their experience.
Join me for the interview with Brian Lee, How To Capture Patient Satisfaction With CareSay Reviews.
Meet Brian Lee, CEO, Everyone’s a Caregiver Learning Systems
Brian Lee, CSP, is one of North America’s leading experts in the field of World-Class patient experience, staff engagement and culture change. He is recognized author on HCAHPS improvement and Value-Based Purchasing.
Brian has been a passionate lifelong student of customer service and its effect on both organizational effectiveness and staff retention. He educates his audiences about the “how-to’s” of developing patient, staff, and physician loyalty. He models how to inspire hope and commitment and to bring a renewed passion for care-giving. For two consecutive years Brian has been evaluated by the International Customer Service Association Conference as the number-one-rated Customer Service Expert Speaker in the World.
Brian Lee is the Chief Executive Officer of Everyone’s a Caregiver Learning Systems, a leading provider of culture-change and training solutions to healthcare organizations across North America. He is also the founder of the Healthcare Service Excellence conference. In the past 30 years in business, Brian and his team have worked closely with healthcare organizations on several continents to achieve breakthrough results in improving the Patient Experience and Staff Engagement.
In the fall of 2018, Brian Lee and Bruce Lee invited Jean L. Eaton to become a faculty member of Custom Learning Solutions and their new initiative to assist community clinics to empower community clinics to deliver a 5 star patient experience. Their new on-line program, Patient Centered Clinic, launches in February 2019.
Find out more about Brian Lee:
LinkedIn: Brian Lee CSP
You can advance the audio to these time markers:
00:00 Q: How to Capture Patient Satisfaction
00:47 Speaking with Brian Lee, CEO, Everyone’s a Caregiver
04:07 Privacy considerations
05:12 Patient Feedback Options
05:30 Adopt a Patients Experience Measurement – CGCAPS
Patient Centered Clinic Modules
Go to https://InformationManagers.ca/Likes-EAC to unlock the sample modules for the Patient Centered Clinic!
06:50 Care Say App – Deliver a 5 Star Experience!
14:13 Pilot the Care Say App!
Download the app for free – at your app store now for IOS and Android.
To learn more about the pilot, call Dorian at 403-270-5806. Or, send her an email at Dorian [at] EveryonesACaregiver.com. No obligation just check it out!
Do This Now
Members of Practice Management Success can access the video of this episode and the resources here.
If you are not a member of Practice Management Success, yet—what are you waiting for?
With your membership to Practice Management Success, you will get great tips, tools, templates, and training that you can use right away to help you start, grow, or improve your healthcare practice.
Rate and Review the Podcast
I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality and security with you!
Reviews for the podcast on whatever platform that you use is greatly appreciated!
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Jean, Your Practical Privacy Coach and Practice Management Mentor