Transform the Patient Experience
SullivanLuallin Group works with you to transform the patient experience in six steps, categorized in three phases – Assess, Improve, and Maintain
Six Steps to Transforming the Patient Experience
Top-scoring organizations have used these six steps to create an “extra step” attitude among providers and staff resulting in upper quartile rankings on the SullivanLuallin Group national patient satisfaction survey database. Each step is essential for involving physicians and employees in a team effort that creates a culture of service.
Phase one: Assess
Step 1. Conduct a comprehensive service assessment
Step 2. Generate leadership support and establish improvement goals
Phase two: Improve
Step 3. Create service protocols based on C.L.E.A.R.
Step 4. Deliver customer service quality training programs
Phase three: Maintain
Step 5. Establish accountability measures
Step 6. Maintain the spotlight on service with recognition and incentives