Points Group has a deep understanding of the patient experience and a proven track record of helping healthcare practices enhance it. We understand delivering exceptional patient experiences not only fosters loyalty but also attracts new patients, ultimately contributing to the growth and success of healthcare practices. By leveraging our expertise in healthcare marketing, we develop customized strategies that improve patient communication, streamline appointment scheduling, and implement patient-friendly technologies.
Healthcare market research
At Points Group, we understand that a patient’s experience is one of the most important factors in your practice’s success.
Our patient experience plan includes:
- Patient experience strategy and plan development
- Patient experience audits, including secret shoppers
- Customer service and empathy training for medical office staff
- Process and operation improvements
- Call center implementation and optimization
- Appointment scheduling optimization
Patient conversion optimization
Patient Experience Audit
Our audit consists of a carefully crafted process that includes:
- Secret shopper: We use real-life scenarios (appointment scheduling online and by phone, office visit, billing, complaints) to assess how your staff handles different situations and if your processes are set up to address all your patients’ needs
- Call analysis: We review recorded calls for training and process improvement opportunities
- Survey analysis: We create and distribute patient satisfaction surveys (or review existing surveys) to identify patterns and opportunities for improvement
Customer Service Training
to make up for 1 negative experience
Your employees will learn:
Process and Operation Improvements
Appointment Scheduling Optimization
We will help assess and provide a strategy to create or improve appointment scheduling processes, streamlining efficiency, enhancing customer experience, and maximizing resource utilization.