Integrated Loyalty Systems

From the moment you drive into the parking lot of your business, you know you are not in a typical facility. The attention to detail in the physical setting, organization and processes are excellent. When you walk through the door you are greeted by a friendly employee with a smiling face, dressed neatly and with a nametag you can actually read. The smell of popcorn or a pleasant potpourri fills the air, not the normal aroma of soiled bed sheets just changed, as in most facilities.

As you walk the halls you can not help but notice the excellent care put into the selection of furniture and attention to cleanliness. Painted murals line the hallways and the overall look of the employees is clean and tidy. On the face of it, one would assume this facility has it all, the care must be as impeccable as the cleanliness of the facilities…that’s where, it seems, the challenge resides.

Even the cleanest facilities and the very best equipment can leave you not wanting to come back or ensure that you will not recommend your family or friends there. The secret ingredient that is too often missing is attitude.

Outcomes

Creating an “Awesome Arrival” experience for your customers/ patients.
Identification of key behaviors that either drive customers away or link to customer satisfaction and loyalty.
Team ILS will share with you a diagnostic tool designed to develop an accurate read on the customer experience. Likewise, it provides insight into the employee experience for the new hire as well as the long-term team member, the front line as well as management personnel.
Serves as a launching point for the world-class service cultural initiative in which all members of the team will be made aware of the campaign to improve service.

Do you know what your typical customer’s experience is when they do business with your organization? Believe it could be improved? Team ILS will develop and conduct an assessment of your organization through the eyes of your customers to determine the current level of your service culture. Armed with this knowledge, we can help you create your plan to raise the bar on your customer service, filling in the gaps between the customers’ current experience to the customers’ ideal experience.

Includes customer/ patient flow in all the following areas:

Web directions
Highway signage
Entire Campus
Public areas
Shops
Restaurants
Parking Services/Lots
Ancillary Businesses
All clinical areas (for healthcare organizations)

Outcomes

Understanding the customer experience in your organization: themes, issues and gaps.
Create a starting point of reference, which will enable ILS to track and measure results and return on investment (ROI).
Insight into what is currently working, while identifying potential problem areas within the bureaucracy of the operating systems.
An initial understanding of the keys to driving patient loyalty for your organization.

We know from experience, “the right prognosis comes from the best diagnosis”. This assessment is through the eyes of a patient. We will record every step, interaction and conversation in the entire experience from the web site to the phone calls to the actual visit, including check-in, overnight, discharge process and all the steps in between.

This assessment not only includes the actions and reactions, but how it made the patient feel. A “satisfied” patient may not be enough… At the end of the day, the two most important questions are: if given the choice, would you return again, and would you refer your friends and family to this facility and this care team?

Outcomes

Understanding the patient experience in your organization: themes, issues and gaps.
Create a starting point of reference, which will enable ILS to track and measure results and return on investment (ROI).
Insight into what is currently working, while identifying potential problem areas within the bureaucracy of the operating systems.
An initial understanding of the keys to driving patient loyalty for your organization.

This assessment looks at your healthcare experience through four lenses:

the patient experience
the family experience
the employee experience
the leadership experience

We will walk in the shoes of each of these customers to find out how they navigate the campus and hospital experience. This includes campus signage, cleanliness, parking, building access, a first-impressions audit of all your entrances, building signage, way-finding and all face-to-face interactions with staff or anyone perceived as a staff member.

We will map out each of these experiences with recommendations in a formal presentation to executives.

Outcomes

A clear understanding of “the silos” in your organization and how it impacts the experience.
The sharing of customer service best practices as well as promoting an environment of teamwork.
Examples of current handoffs, which can be worked on to create “seamless handoffs”.
As a followup, we can customize training for the understanding of individual, departmental and global roles and responsibilities for delivering world-class service.

MYSTERY SHOPPING SERVICE
Service Evaluators, acting as potential customers/ patients, will evaluate the phone service of various departments within your organization and their competitors. This measurement will be against the service standards determined and delivered through concurrent training programs. Service evaluators will make a phone call to specified phone number with the intent to make appointments or inquire about next available appointments. The following standards will also be assessed:

Time on hold
Greeting used
Service
Courtesy
Ability to satisfy caller's request

An on-line survey form will be created with questions that relate to the service standards set by your organization. Service evaluators will complete this on-line survey form recounting their experience by:

Scoring predetermined questions on a scale (1-3)
Completing narrative essays explaining the experience in detail to further support the scored questions.

Objectives

To objectively measure phone service levels of staff at your organization
To determine appointment availability for potential patients
To identify areas of success and opportunity with your organization
To provide your personnel with valuable tools to improve upon or reward service performance
To provide department and clinic leaders with tools by which they can coach their team members

Customized Mystery Shopping service will be provided by Customer Service Experts (CSE) of Annapolis, MD. Integrated Loyalty Systems will help organizations effectively communicate and coach direct reports on information derived from mystery shopping reports.

Physicians must be on board… they can make or break a service initiative.
- Brian Wong, M.D.

Often a critical part, and sometimes the key to, any healthcare organization’s culture change is successfully involving the physicians, or even better, get them to help formulate and lead the change.

To do this, our physician partner, Dr. Brian Wong, will conduct a physician assessment, which involves interviewing 20-30 physicians and tallying survey results into common issues, suggestions and next steps. He is looking for themes, plaguing issues, and overall gaps between physicians and patients, physicians and staff, physicians and physicians, and physicians and administration. The last question we ask at the end of every interview is “if we were to work on solutions to these issues, would you make time to be part of that retreat/meeting?” Typically, the information compiled is presented at a private meeting to administration, then at the monthly physicians’ section head meeting, and lastly at a future scheduled Physicians’ Retreat.

Outcomes

Understanding the physician experience in your organization: themes, issues and gaps
Gaining physician involvement in leading improvements and changes in your organization’s service culture