mommyjenlin

With the dynamic and changing healthcare environment, satisfaction with services is but one indicator, abet an important one, in qualifying for additional incentive payments in a value-based payment model. But satisfaction is really only a measure of future potential purchase or repurchase. It is not as commonly assumed, to be a predictor of loyalty. Just because someone says they are likely to return or recommend you to another, is only an indicator of potential purchase not loyalty. The hospital CEO, medical business leader, managing partner, vice president, director, manger and employees need to be focusing on creating customer evangelists to not just survive, but grow and thrive in a value-based healthcare payment system. A customer evangelist is an individual, who has such an outstanding experience that they freely become your brand spokesperson in the community. They are not paid. They have no financial sake in your survival, but have come to believe so completely in what you do,...

The Crisis Faced with a well documented financial meltdown , the global consequences and a deep national recession , how can a hospital or system CEO keep the doors open and the lights on? The answer is simple, yet complex and difficult to carry out. Few try and most of those that do fail. Think about this for a moment, there is little if any differentiation in the healthcare marketplace . Hospitals on average look the same . They provide the same services, have the same managed contracts contract and even have similar medical staffs. Patient satisfaction runs in the 80th – 90th percentile satisfied. Looks like an industry that is very close to becoming a commodity which will eventually compete on price alone. The hospital CEO, medical business leader, managing partner, vice president, director or manger needs to be creating customer evangelists to not just survive, but grow and thrive in this and any future environment. The answer: Customer Evangelists! A customer evangelist i...