Managing Patient Expectations
Patient retention, referrals and the personal rewards of working in health care are closely linked to the quality of relationships developed with patients and their families. Managing expectations is a process of helping people know how to be right and when to be satisfied, through word-of-mouth commentary, advertising, first impressions and responsive communication. How can you manage unrealistic expectations that satisfies your patient and preserves your relationship? Attend this program to expand your knowledge about how to increase patient trust, confidence and follow-through.
HCAHPS & Willingness to Recommend: What Senior Leadership Can Do Next
The willingness to recommend (WTR) question on patient satisfaction surveys is a macro-level measure that can feel impossible to influence. Yet to move the dial on your HCAHPS rankings, you need to be concerned about this measure that trumps everything else in terms of meeting and exceeding patient expectations. This presentation will focus on specific actions senior leaders can implement to enhance patients’ likelihood to recommend. Content will include:
- Best practices of hospitals with WTR of 90% or more
- Social media, online reviews
- Rapid service improvements to create consistent, reliable experiences
- What you need to stop saying to patients and families
- The best advocates you’re not watching
- Effective and ineffective testimonials
- Who talks, who walks? Tracking exit, voice and loyalty
- 10 questions to map out your strategy
Instant Rapport: How To Inspire Trust and Confidence When You Have Too Little Time and Too Many Patients
Have you ever met someone and instantly liked the person, without even being sure why? Would your life be easier if people felt that way about you? What are three strategies you can use to create quick rapport when time is limited? Learn how to create the kind of rapport that inspires patients and other important people in your life to trust you.
“I’m sorry to hear that…” Service Recovery Skills to Restore Patient Satisfaction
Complaining about something is the person’s way to saying, “I need your help.” How you and your colleagues handle that expression of unhappiness will have a lot to do with whether the patient chooses to remain loyal or will seek care elsewhere. Unresolved complaints can result in negative word of mouth advertising, adverse publicity and malpractice suits. Service recovery skills help you respond to complaints with greater ease and in a way that helps you preserve and even improve the relationship. This presentation provides: best practices in service recovery; effective responses to specific patient complaints; what to do and say when the patient is wrong; techniques to prevent escalation of difficult situations; how to develop responses you can choose from when patients complain about billing, service quality, their environment, your colleagues and communication.
About Susan Keane Baker:
Susan Keane Baker MHA, is the author of Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients. Her book has been ranked #3 on Amazon.com’s list of 100 top sellers in the general medicine category. With Leslie Bank, she is co-author of “I’m Sorry to Hear That…” Real Life Responses to Patients’ 101 Most Common Complaints About Health Care. Susan’s most recent books are: Split-Second Kindness – Making a Difference When Time is Limited, Higher HCAHPS Scores – The Willing to Recommend Factor Credibility/Likeability Makeover – Skills and Behaviors to Demonstrate Competence and Caring.
Susan is an experienced health care professional with seventeen years experience as vice president at New York and Connecticut hospitals. She also directed the quality initiatives program for a national PPO with 19 million members.
For her communications work, Susan was awarded the General Electric Circle Award and a Life Communicators Award of Excellence. She is a Certified Speaking Professional, the highest earned designation of the speaking profession. Susan is a Commissioner of the Connecticut State Commission on Medicolegal Investigations. From 2008 – 2011, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award.
Known for providing practical, relevant content in a dynamic and enthusiastic manner, Susan will inspire your staff to implement strategies that result in enhanced job and patient satisfaction.