Ascension Health, the country's largest not-for-profit health delivery system, has focused intently during the past two years on better understanding the key drivers of the patient experience and how to influence them in a structured, sustainable way. Using the concept of "net promoter scores," which was pioneered in other industries by leaders such as American Express, Enterprise Rent-a-Car and eBay, Ascension has created a new model for thinking about patient satisfaction that recognizes the critical role patient loyalty and "word of mouth" marketing can play. Explore Ascension's journey in dissecting the patient experience and how it influences market position and growth strategies of its individual health ministries.
You will learn to:
- Understand how patient satisfaction must translate
into patient loyalty to effectively build the brand,
solidify market position and contribute to growth
strategies.
- Formulate strategies to partner with operations and
human resources executives to improve critical aspects
of the patient experience.
- Develop proactive initiatives to improve front-line
staff's emotional connection to patients/families and
communication behaviors, which are highly correlated
with overall satisfaction, brand loyalty and the
willingness to recommend.