Welcome Aboard!
Concentra has gone live with PatientImpact’s real-time patient satisfaction surveying and reporting system.
Concentra has 322 urgent and occupational health centers operating in 40 states nationwide. According to John deLorimier, Senior Vice President of Marketing for Concentra, "The PatientImpact application is helping us better understand the needs and expectations of our patient customers. It’s providing a way to capture feedback in real time so we can continually improve our operations and more effectively market our capabilities." Concentra is using email as the exclusive method for capturing patient feedback and has over
24,000 completed surveys since going live in mid-April.
HCA Physician Services is
using PatientImpact's online survey and
reporting application in 18 of its physician practices. "We needed an easy to
administer program to capture patient feedback to help our physicians understand
and stay connected with patients," said Quinchelle "Tezzie" Gilbert, Practice
Director, at HCA Shared Services in Houston, Texas. "The PatientImpact
application allows us to compare practice to practice, letting us pinpoint areas
for improvement and identify best practices." HCA Midwest is
also in the process of signing up its four ambulatory surgery centers to use the
PatientImpact product.
The Orthopaedic Institute
based in Gainesville, Florida is a group of 22 specialty physicians providing
the complete spectrum of musculoskeletal care from prevention and diagnosis, to
treatment and rehabilitation. The group selected
PatientImpact's real-time patient satisfaction survey and reporting system
because they needed timely, credible results to engage providers and staff in
their ongoing quality improvement process. "We are dedicated to providing high
quality, accessible, compassionate healthcare and the PatientImpact tool helps
us fulfill that promise," shares Kari Brill, Marketing Director.
"We were up and running with the application in no time.
The upload process makes it easy to distribute surveys via email to our
patients, and the results are already coming in."
Customer
Service Training & Consultation -
Putting Data Into Action
 PatientImpact
was founded in 2004 on a single premise... that quality of service can be improved
if organizations can quickly, easily and cost-effectively understand what needs
to change, and then work toward changing it. This founding
philosophy has, in fact, led us to transform patient satisfaction reporting from
an obligatory research effort to one that supports true operational management.
To that end, PatientImpact is committed to providing
easy-to-implement, streamlined patient satisfaction measurement and customer
service training programs and consultation to healthcare organizations.
Complementing PatientImpact's survey and reporting
system, we are happy to announce a new menu of customer service excellence
training programs - from online learning courses to on-site programs and
consultations intended to help physician practices and outpatient clinics
train and enhance their staff's performance.
The online E-Learning Courses cover topics
such as: Telephone Courtesy, How to Handle
Complaints, Foundations of Service Excellence, and Creating a Professional
Image. The courses take between 10 - 20 minutes to
complete, and as long as one has an internet connection, can be completed at
home or work - without interrupting daily tasks. Each
course has a "quiz" at the end to cement the lessons learned.
The quiz results are emailed to the employee's supervisor to encourage
debrief and discussion. The online courses also include a
discussion board and Wiki to encourage participants to share success
stories, post questions, and tap other PatientImpact users for innovations
and solutions.
The on-site consultation and training courses
are conducted by Customer Service experts, supported by PatientImpact
account executives:
-
Kristine Peterson,
respected as one of the most knowledgeable customer service experts in the
health care industry. Close to three decades ago, she pioneered the movement
to transform hospital practices to be more customer-oriented while working
with an investor-owned hospital management company and Marriott Corporation.
Since that time, she has personally worked with more than 500 hospitals,
nursing homes, and physician practices to build spirit, service and
satisfaction.
-
Theo Gilbert-Jamison,
author of the book The
Six Principals of Service Excellence. Theo explores each of the Six
Principals and how they can be applied within an organization to consistently
deliver exceptional service. Theo helps organizations drive and sustain a
culture of service excellence by helping them identify and overcome barriers
that prevent achieving world-class recognition in customer service and
profitability. Theo’s partner Vivian Bright also assists in course
development and delivery. Previously, Theo was Vice President of Training &
Development for the Ritz-Carlton Hotel Company, L.L.C. During a 17-year career
with The Ritz-Carlton, she oversaw the daily operations of The Ritz-Carlton
Leadership Center and was also responsible for the company’s worldwide training
and development initiatives.
-
Dr. Gerry Garner, former associate dean in the School of Engineering at Northwestern
University. She has assisted hundreds of employers to screen, select, hire,
train, advise and retain new employees. Gerry's consultation centers on
"mistake-proofing" the front office functions of medical practices. Because the front office is so critical to setting the atmosphere and
environment for patient care, investing in the professional develop former associate dean
in the School of Engineering at Northwestern University. She has assisted
hundreds of employers to screen, select, hire, train, advise and retain new
employees. Gerry's consultation centers on "mistake-proofing" the front office
functions of medical practices. Because the front office is
so critical to setting the atmosphere and environment for patient care,
investing in the professional development of staff in this area is one to which
she is committed.
 PatientImpact's
Customer Service Training programs appeal to all employees that interact with
patient customers.
This includes the front office, back office, nursing staff, physicians, and
administrators. Our programs range from telephone training
and mistake-proofing techniques to leadership training, and teach basic customer
support skills that help lay the foundation for a customer-focused,
expectation-exceeding culture.
If you are interested in learning more about
PatientImpact's Customer Service Training programs, please contact Caralyn Sheehan (847) 556-2388 or
csheehan@patientimpact.com for more information.
Upcoming Events
Rural Health Resources Conference
June 24-26
Duluth, MN
PatientImpact Exhibiting
NextCare Retreat
July 14- 16
Beth Houck, COO, Speaking
MGMA of
Minnesota Summer Conference
Duluth, MN
July 30-August 1
PatientImpact Exhibiting
Tri-State Healthcare Management
Conference - MGMA NC-SC-Georgia
Asheville, NC
August 10-13
PatientImpact Exhibiting
MGMA of Illinois
August 11-13
Chicago, IL
PatientImpact Exhibiting
Convenient Care
Association
Orlando, FL
August 11-13
PatientImpact Focus Group
Radiology Business Management
Association
San Antonio, TX
September 14-16
Urgent Care
Association of America (UCAOA)
Memphis, TN
September 26-27
PatientImpact Exhibiting
BrightStar Healthcare Annual Conference
September 10-13
San Diego, CA
PatientImpact Exhibiting
Society for
Healthcare Strategy & Market Development
September 17-20
San Francisco, CA
PatientImpact attending
Medical Group
Management Association Annual Conference
October 19-22
San Diego, CA
PatientImpact exhibiting
New Team Members
PatientImpact continues to grow, and we've welcomed
several new members to the team.
Steve Sweet is PatientImpact's Director of Technology. Steve
oversees the database management and security for the organization and helps
clients seamlessly upload their patient information to PatientImpact for
automated email survey delivery. Steve has extensive experience
managing Microsoft Windows and UNIX operating systems. He has experience as
systems and network administrator for Insure.com, CDPI, Robert Half
Technologies, Clear Communications, and Navigant Consulting. Prior to
launching his corporate career, Steve was a Unix Systems Administrator for
the United States Navy. Steve has a B.S. in Business from
DePaul University.
Ian Lindblom joins
PatientImpact as an Analyst. Ian recently completed a post-graduate
internship with the Chicago Climate Exchange where he worked on developing
carbon offset crediting guidelines for their greenhouse gas emissions
trading system and modeled emissions and compliance requirements for
companies with significant direct emissions. At PatientImpact, Ian
runs the statistical models for our quarterly reports and is automating the
process for generating our statistical analyses.
Jack Wisznicki joins
PatientImpact as a Sales Executive working to bring our solutions to cancer
centers, physical therapy centers, ophthalmologists, and other physician
practices. Prior to joining the company, Jack worked as a
territory manager for Electrostim Medical Services, Inc., calling on
physical therapy centers. Prior to that, he was a sales
and marketing coordinator for HealthSouth Corporation. Jack has a degree in
management and marketing from University Of Ecology and Management in
Warsaw, Poland.
Kelly Terpenning joins
PatientImpact as Administrative Assistant to President & CEO, Patty Riskind.
Kelly's healthcare experience includes working as a Registration Counselor
at Lake Forest Hospital as well as at Cancer Treatment Centers of America.
Kelly also served as an Account Advisor at UnitedHealthcare. Kelly
is excited to have the opportunity to interact and support PatientImpact's
customers and business partners.
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