New White Paper: Does your organization need a vendor, or a partner?
The consumerist revolution has already come to healthcare. How is your organization faring? More likely than not, it’s taken some adjustment to keep up.
But that’s true for everyone. If healthcare organizations are going to thrive, they’ll have to pursue a strategy that puts the patient first. That means lending an empathetic ear to patients’ concerns, and doing everything possible to win their confidence and trust.
It all starts with listening. While that sounds simple, getting candid, quality feedback from patients is one of the industry’s most enduring challenges. Outside firms can help—but with a glut of choices in the market, how should organizations select the best patient-feedback vendor?
Start with these essential criteria:
1) High-quality data
The best candidates will know what they’re doing. In their range of offerings and in their consultations, they’ll show a deep expertise on every aspect of patient feedback. When evaluating potential vendor partners, organizations should ask about…
– Modalities. Can this vendor deploy multiple survey modalities to maximize response rates? Can they organize the responses from all of these modalities into one cohesive data story?
– Granularity. Will this vendor settle for superficial answers? Or will they “get into the weeds” of patient sentiment, down to the little details that matter? What if your organization wants to know how patients feel about new gowns for your staff—could this vendor find out?
– Scope. Does this vendor understand how to ask patients about their experiences outside the exam room? What about appointment-setting? Or billing? Or discharge? These experiences matter to patients; do they matter to this vendor?
2) A real partnership
The value of data grows with time. So should the relationship with a feedback vendor. Excellent vendors will show a sense of investment at every phase of an organizational partnership. That means they’ll…
– Provide onsite guidance. There’s no substitute for walking the floors of an institution. True partners will take that walk with an organization’s leaders to get an on-the-ground sense of their challenges and goals.
– Customize service. Every organization is unique and dynamic, and good feedback partners understand that. They’ll be proactive and flexible when faced with shifting organizational concerns.
– Continuously innovate. With the current pace of change in the industry, no organization can afford to stand still. Nor can top-performing feedback vendors. They’re constantly nosing out new approaches to healthcare’s problems—and drawing on their customers’ thoughts to create solutions.
3) Make the partnership count
There’s more that makes an excellent feedback partner—and NRC Health has produced a comprehensive white paper that teaches organizations how to find one.
It shows how to assess a vendor’s capabilities, so organizations can ensure partnerships that bring enduring value. Included are:
– An expansive overview of the role of Chief Experience Officer
– How healthcare organizations must reconceive their picture of the patient
– Four additional traits of a high-quality patient-feedback vendor
Click here to download the paper—and set up your organization for success.