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Improving Patient & Employee Satisfaction. Allegiance’s Value Proposition 1. Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC.

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Presentation on theme: "Improving Patient & Employee Satisfaction. Allegiance’s Value Proposition 1. Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC."— Presentation transcript:

1 Improving Patient & Employee Satisfaction

2 Allegiance’s Value Proposition 1. Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC Picker, etc.) 2. Instant-ready compliance for unscheduled audits/mitigate risks 3. See the critical connection with employee engagement, and how to reduce turnover and increase productivity

3 Allegiance at a Glance Customer & employee engagement solutions company More than 27 years of feedback research & experience Over 1,900 customers in multiple industries Including healthcare, banking, retail, telecom and others 4 consecutive years of triple digit growth 95% customer retention Industry Recognition

4 What We Do We help companies manage their customer and employee loyalty and engagement like an asset We offer the professional services and best practices consulting needed to support you every step of the way

5 Allegiance’s Healthcare Customers

6 Engagement More than satisfied and more than loyal. Engaged customers and employees go out of their way to show their association with a company & act as an influencer/promoter. Repeated, satisfied interactions that strengthen their emotional connection with a brand. Satisfaction A measure of how products and services supplied by a company meet or surpass customer expectation. Loyalty A predisposition for a customer to respond favorably and consistently toward the brand/company. What is Engagement? Engagement More than satisfied or loyal. Customers & employees go out of their way to show association and promote the company. An emotional connection w/exponential business increase. Loyalty Responds repeatedly, favorably; maintains consistent business Satisfaction Products & services meet or surpass expectations; no guaranteed repeat business Active $$$$$ Passive $

7 Organizations with Engaged Customers Enjoy: Improved customer loyalty (80 percent) Increased revenue (76%) Increased profits (75%) Source: Economist Intelligence Unit Why Engagement Matters

8 Employee Engagement Benefits: Employees stay longer More productive/customer focused Reduced voluntary and involuntary separations Better morale/attitude Reduced sick days Why Engagement Matters

9 Challenges Facing Hospitals Today Increasing pressure to improve their operations Increased patient expectations/choices Multiple departments within organization Subject to unscheduled regulatory audits Strong need to mitigate risks Outdated reporting methods Staffing shortages/Employee attrition Employees expect more Higher salaries Better benefits Likelihood to leave is higher Costs for training are higher

10 How Allegiance Helps You Measure, Manage & Predict Engagement

11 Allegiance – The Only Comprehensive Solution

12 Real-Time, Actionable Insights

13 Benefits – The Payoff

14 Improve Your Patient Satisfaction Scores HOW: Allegiance PatientVoice BENEFITS Helps uncover and resolve issues while patient is at facility & before they receive discharge survey Improves staff communication & confidence Easily enter data gathered through patient rounding by various departments/employees Perfectly complements established discharge survey practices, such as Press Ganey/HCAHPS

15 How… Rounding Allows you to keep all rounding logs and patient feedback/concerns across organization in one place Keeps staff more informed about patient needs/issues as well as quickly sync up with others on rounding Proactively provide excellent care Discharge Call Survey Increases patients’ perception of service and satisfaction Proactively identify problems Increase staff accountability Log calls post discharge

16 Compliance Audit Ready/Instant Risk Mitigation BENEFITS Proactively identify and address patient care issues & minimize risk of litigation Facilitates and supports regulatory compliance in grievance resolution and process improvement areas Be instantly ready to present status on response plan effectiveness (for audits) & ensure the plan is being followed HOW: Allegiance PatientVoice

17 How… Process Improvement Grievance Resolution How… Streamline patient complaint management processes Rapidly resolve patient concerns and issues Enables quick, virtual team meetings regarding response & resolution vs. physical meetings Identify and prioritize areas for process improvement Develop the right response plans that will make the biggest difference

18 Reduce Employee Turnover/ Increase Productivity BENEFITS Hear & respond in near real-time to employee concerns and issues Understand the real drivers of employees by segments Reduce employee turnover and increase productivity, saving time and money HOW: Allegiance EmployeePulse & EmployeeVoice (and ActiveSurvey)

19 How… Employee Engagement Identify and reward outstanding employee efforts by department or individual Develop the types of programs that matter most to employees Foster a culture of greater passion and accountability

20 Conclusion 1. Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC Picker, etc.) 2. Instant-ready compliance for unscheduled audits/mitigate risks 3. See the critical connection with employee engagement, and how to reduce turnover and increase productivity

21 Get the Information You Need Read this case study Robert Wood Johnson University Hospital Hamilton …Plus, other papers on engagement Get a personalized, no-obligation demo from Allegiance Call , or

22 Thank You

23 Appendix

24 Only comprehensive Enterprise Feedback Management (EFM) solution Ability to gather and respond to feedback in real-time Provides you with actionable data Aligns with your current patient discharge process Can be used with or separate from patient satisfaction surveys Delivered as a software-as-a-service (SaaS) offering Easy to use and implement The Allegiance Advantage

25 Work in Healthcare Robert Wood Johnson Hospital - Leading academic medical center Baldrige Presidential Award Winner - Treats 15,000+ patients annually - Increased patient satisfaction scores from 67% to 90% as a result of best practices and use of Allegiance - Vastly improved efficiencies and streamlined processes “We have industry leading satisfaction scores as a result of our best practices, and the Allegiance Engage solution is a critical element of that success.” -- Monica Olaff, Patient Relations Manager, RWJ Hospital Hamilton

26 Work in Healthcare Holy Cross Hospital bed hospital; treats 15,000 patients annually - 90 departments; 33 medical offices - Improved patient satisfaction scores - Streamlined patient feedback management/ grievance processes - Reduced time required to gather/report on grievances from hours & days to minutes - Now able to respond instantly to unannounced regulatory audits “When any of our state regulatory agencies walk in to investigate a complaint, we have to have that information immediately. We can’t be looking through binders. Now, with Allegiance, I’m able to get all of the information that we need and give resolution to my VPs and senior administration team in a matter of minutes.” -- Gina Seneca, Manager Guest Relations, Holy Cross Hospital


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