medical practice front door evaluation

Are you committed to your practice's Front door?

Make a lasting impression on your patients with your contact center, website and patient portal - the gateways to their experience and loyalty to your practice. Evaluate your practice's "front door" by completing this quick self-assessment. Just a few minutes of your time can make a significant impact on both your patients and your medical practice.

Patient Journey

Has your organization recently mapped or blueprinted patient service journeys (e.g., appointment requests, billing inquiries, medication refill requests), and has this measurably improved business outcomes and the patient experience?
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Patient & Physician Sentiment

Does your organization gather feedback and measure sentiment across all patient support channels and touchpoints?
Does your organization gather feedback and measure physician satisfaction with patient support services?
Do managers of patient-facing support channels (e.g., contact center manager, practice manager, patient portal manager) have access to and use this data to improve the patient experience?
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Recruitment & Hiring

At least every 6-12 months, does your organization perform a correlation analysis of recruitment and hiring practices with the performance of agents in your patient support center?
Does your organization measure and analyze recruitment and hiring performance metrics that result in successful agents?
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Training

At least every 6-12 months, does your organization perform a correlation analysis of your training program with the performance of agents in your patient support center?
Does your organization measure and analyze training performance metrics that result in successful agents?
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Knowledge Management

Does your organization measure and analyze the impact of your knowledge and content management approach on agent performance and the patient experience?
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Quality Assurance

Does your quality program deliver business-level insights that measurably drive a better patient support experience and improved business outcomes?
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Presentation Resources

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