QUADRUPLE AIM:
The Patient Satisfaction Solution

Have you ever visited a doctor’s office and had the staff treat you like you were a number? They didn’t even recognize you when you came in. You filled out a check-in sheet where everyone else could see your information. You waited in an impersonal area — for a long time. Even the doctor, who has seen you before, told you “It’s nice to meet you.” You likely felt forgettable, unimportant, and that your time wasn’t valuable.

 

FACT

Disengaged employees result in lower
patient satisfaction.


Contrast the above scenario with walking into your doctor’s office to have the receptionist’s eyes light up when you enter. She has your chart in hand and greets you by name, remembering a small detail about you. The waiting room is cozy, helping you feel relaxed and comfortable. Promptly, you’re called back to the exam room, which is also warm and welcoming. Your doctor calls you by name and treats you like a VIP.

 

FACT

Engaged employees go above and beyond
to provide compassionate care.

 

 

WHAT QUALITIES ARE DEMONSTRATED BY
ENGAGED EMPLOYEES?

●    Recognition: They recognize what needs to be done and they do it.

●    Trust: Their actions build trust among their peers and patients.

●    Communication: They communicate openly and honestly.

THESE THREE IMPORTANT ATTRIBUTES,
ALONG WITH INNOVATION
MAKE UP THE QUADRUPLE AIM.

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THINK ABOUT YOUR FACILITY AND EMPLOYEES
How do your patients feel when they arrive, feeling
vulnerable and in need of healing? Do you and your
employees demonstration by your actions how much you
value high-quality and compassionate care?

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FACT
Insurers reimburse according to
patient satisfaction surveys. If your
surveys are consistently in the low
range, you are losing money.

 

Are you ready to dramatically increase your medical facility’s patient satisfaction, employee retention, and profits? Guess what? You’ll also reduce the number of readmissions. The Centers of Medicare and Medicaid Services (CMS) report spending $17.8 billion a year on avoidable readmissions.

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FACT

You must improve your employees’ engagement.

 

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THE ROI
of employee engagement

Employee engagement is the emotional commitment workers feel toward
their company and to the company’s goals. When team members are
engaged, they give discretionary effort. In study after study, engaged
workers provide better care, are more productive, are safer, make fewer
mistakes and stay with their company longer.

 

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FACT

Engaged employees = higher patient satisfaction

 

 

 

WHO NEEDS THE PATIENT SATISFACTION
SOLUTION TRAINING?

It starts with you because managers account for at least 70% of the
variance in engagement (source: Gallup 2014).

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THE ENGAGEMENT PROFIT CHAIN

shows how discretionary effort ultimately leads to higher
revenue, lower costs, and increased profits.

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WHAT DOES THE
PATIENT SATISFACTION SOLUTION
TRAINING INCLUDE?
work-with1 Evaluation of your completed questionnaire about your facilities current state of patient satisfaction.
work-with2 On-site visit to capture “first impressions” of your facility.
work-with3 Suggestions on how to make your facility more welcoming.
work-with4 Connection with each team members’ “Why” they’re in this field. Benchmark comparison and goal setting.
work-with5 Use of StrengthFinders© evaluation to help each team member recognize his/her strengths.
work-with6 Teaching you and your team how to touch the hearts of your patients by showing ways to demonstrate that you care about them.
work-with7 Quadruple Aim Training for you, your administrative staff, and medical staff. It’s mandatory that everyone participate.
WHAT ARE GRADUATES OF THE PATIENT
SATISFACTION SOLUTION TRAINING SAYING?

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jason

What makes Darlene unique: Results. Many people can come in with great
ideas, but actually staying engaged through implementation is a unique ability
of Darlene’s. People are willing to adapt their practice styles and operational
methodologies to truly change their business.”

Jason Wells, COO / Physician Enterprise, Park Ridge Health

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TRAINING OPTIONS
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IN HOUSE

 

CERTIFICATION

 

QUADRUPLE AIM ACADEMY

Our expert trainers will
deliver the Quadruple
Aim program at a
location you specify.

 

We’ll certify trainers
from your organization
to teach the course
within your company.

 

Coming Spring 2017

 

 

ARE YOU READY TO DRAMATICIALY
INCREASE PATIENT SATISFACTION?

 
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