HSM E-briefing
June 2008

The HSM Group, Ltd. provides the following information in the hopes that it will help you, our valued clients and friends, in your efforts to conduct better research.

Patient Satisfaction: More Critical Than Ever

One of the biggest shifts in healthcare today is consumer involvement – they research, they connect with fellow sufferers, they blog, and they rant.  This makes member/patient satisfaction more critical than ever.

   

The HSM Group has been championing satisfaction and loyalty in healthcare for more than 20 years, offering clients insightful research and tools to deliver great customer service.  Stand Up and Be Counted: Patient Satisfaction, a blog written recently for CRM Learning by HSM senior consultant, Dawn Hunter, provides a compelling reminder of the importance of patient/member satisfaction.  The following is a brief excerpt from the blog:

 

Healthcare organizations that don’t make patient satisfaction a priority risk losing market share, financial gain, and employee retention.  Improving satisfaction should be high on the agenda of all healthcare providers.

 

If you’re in the midst of reevaluating customer loyalty at your organization and looking for assistance, or just some fresh ideas on best practices, give us a call – we’re happy to help! 

 

Also, here’s a quick preview of a new video that might inspire some new thoughts in healthcare customer service.  This newly-updated version of It's A Dog’s World is a video that highlights the importance of each individual in improving customer service and patient satisfaction.  The award-winning training tool was originally conceived by HSM and follows a man and his dog who go out for a walk and end up needing medical attention – fast.  The juxtaposition of their encounters provides humorous comparisons between two very different healthcare experiences.  If you are interested in ordering the DVD, use the discount code "Dog8" and you will receive a free stuffed dog from HSM!

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If you are unable to access the links noted above, you can cut and paste the following urls into your browser:

“Stand Up and Be Counted:  Patient Satisfaction”

http://www.crmlearning.com/blog/?p=38

 

“It’s a Dog’s World”

http://www.crmlearning.com/its-a-dogs-world

 

To discuss how HSM can help your organization better understand what your customers want, call Sheryl Bronkesh, President, at 800-776-8078, ext. 314.

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