Don't Just Measure Service Performance. fixit stat℠
Are You Measuring Up To Patient Expectations? Or Are You Just Measuring?
For too long, hospitals have been satisfied tracking patient satisfaction, which is just another way of ensuring that we’re meeting our patients’ low expectations. In the meantime, patient complaints go unanswered and family concerns about care and treatment escalate. fixit stat Fixes That..
The right platform is the one you can deliver day in and day out, and one that communicates a sustainable advantage. For the first time, management has the tools it needs to manage service performance. Each time you conduct a stat chat with a patient to determine how well you’re delivering on your promise of excellence, patient scores are immediately posted to your database.
If there is a problem, alerts are sent immediately to the appropriate members of your fixit team. A robust dashboard will keep management apprised of the current state of staff performance and allow you to zero in on alerts and problem areas with a click of a button.
The sustainable advantage must be one of importance to the customer; it must reflect a fundamental benefit to the customer and provide motivation to take action.
The information you’re dealing with is both current and specific, which allows you to make informed decisions to improve performance. fixit stat provides you with real time information that is specific and actionable. For the first time, your management team can know when problems with patient care occur, what happened, and what you need to do to make it right.
There is ample evidence to believe that doing it right the second time in ways that exceed customers' expectations may produce higher satisfaction levels than services provided right the first time. — Excerpt from “The Loyalty Effect,” Fredrick Reichheld
fixit stat At A Glance.
- - Easy and fast installation.
- - Comprehensive customer support that includes stat chat survey instrument design, team training, IT support, and help desk.
- - Management reports that allow you to access as much detail as you want in seconds.
- - Keyword searching capability that allows you to identify trouble in seconds.
- - Flexible hardware platforms to fit every budget.
Why Problem Resolution As A Loyalty Building Strategy?
Some experts believe that when it comes to creating patient loyalty, it is actually more important to get things right the second time, because research suggests that nothing says you matter to a patient more than a timely, vigorous response to correcting a problem.
You spend a lot of money telling others of your commitment to delivering excellent care. But how do you know when that delivery system breaks down? Most patient satisfaction reports are not delivered in real time, and are nonspecific when it comes to actionable information. fixit stat delivers detailed information in a timely way and tracks complaints through your system until they are resolved.
It's not how soon you hear the good news that matters; it's how soon you hear the bad news. Some method of real-time feedback needs to be implemented. — Fred Lee, author of If Disney Ran Your Hospital.
Anchor Your Next Brand Campaign Around fixit stat.
When you launch fixit stat, you have the option of integrating messages into your overall branding program. We offer an outstanding library of internal and public campaigns that educate and remind both staff and patients that you stand ready to deliver on your brand promise of excellent care and service.