The Patient-Centered Payoff: Driving Practice Growth Through Image, Culture, and Patient Experience
Table of Contents Chapter 1 Being Best Performance Benchmarks Facing Reality: Patient Satisfaction Is a Big Deal Patient-Centered, Not Patient-Led, Healthcare Make the Commitment The Payoff Chapter 2 Unhappy Patients are Costly Pay for Performance The Real Cost of Attrition Your Reputation Is at Stake Noncompliant Patients Hurt the Practice The Unhappiness Epidemic The Payoff Chapter 3 From Identity Crisis to Brand Recognition Create a Mission Statement Express It with Conviction Branding Logo Getting it Right Consistency The Payoff Chapter 4 The 24x7 Patient Relationship Patients Search for Information Directories Rule Physician Searches Start with Health Plan Directories Grab Your Google Places Listing Don t Run from Ratings and Reviews Claiming Your Listings on Ratings Sites Automated Eavesdropping Yes, You Need a Web Site Adding More Value to Your Site Going Social Embracing Community Last but Not Least: Professional Social Media The Payoff Chapter 5 What s Wrong With This Picture? Living the Mission It s Time for a Reality Check Common Thread Getting There The Payoff Chapter 6 Cultural Differences: When Hospitals Own Practices Consultant s Overview Lessons Learned The Payoff Chapter 7 Conflicts on the Patient-Centered Journey The Changing Physician Landscape Physicians Attitudes Toward Healthcare Reform Physicians Deserve More What Drives a Patient-Centered Culture? Respect and Trust: Central to a Cultural Shift The Psychology of the Consumer Once Upon a Time The Impact of Managed Care The Physician-Patient Relationship Suffers Patients Finally Speak Out The Journey Continues The Payoff Chapter 8 Mirror, Mirror: An Honest Look Within Stand Above the Rest Understanding Patients The Power of Listening Research Spotlights Communication Navigating a Fine Line It Really Is All About Them What You Can Do Now Consider Your Patient Demographics Books Are Judged by Their Cover: Staff Appearance Getting It Right The Payoff Chapter 9 How Facility Design Impacts the Patient Experience The Importance of Your Physical Plant First Steps First It s a Package Deal Function Following Form Maximize Profitability: Feeding Providers Efficiently Straightening Out Priorities Efficiency: It s About People, Space, and Systems Why Existing Workflow and Space Must be Evaluated Characteristics of Good Facility Design Patient Services and Satisfaction: Critical Factors Improving the Patient Experience The Wow Factor What Wows Your Patients? The Three Components of the Wow Factor Your Facility, Your Future The Payoff Chapter 10 Voices from the Field I Once Was Lost, but Now I m Found Validation, at Long Last Sweet Roses Among Thorns Respect: Med School Not Required World-Class Not Enough Can You Hear Me Now? No Small Thing Personal and Professional Rewards Taking the Plunge, with Confidence Hurry Up and Trust Me The Payoff Chapter 11 Twenty-One things You Can Do Now (Without Breaking the Bank) Practice Image Office Culture Patient Experience Position Yourself for the Payoff The Payoff Chapter 12 The Patient-Centered Practice Now and in the Future Patient-Centered Care Takes Center Stage Government Takes a Position Hospitals Transform Patient Experience of Care Domain Physicians Quality Measurements Leadership s Role in the Patient Experience Managed Care s Shift Patients as Partners Silent Partners: Two Very Different Case Studies The Big Difference Evolution of the Patient-Centered Medical Home NCQA Patient-Centered Medical Home Program NCQA Recognizes Specialty Practices Our Patient-Centered Future The Payoff --Manuscript ReviewsIf you are a practice leader who is not content to just wait and see what happens next, The Patient-Centered Payoff is for you. Elizabeth W. Woodcock, MBA, FACMPE, CPCJudy Capko and Cheryl Bisera s straightfor --Manuscript ReviewsIf you are a practice leader who is not content to just wait and see what happens next, The Patient-Centered Payoff is for you.  Elizabeth W. Woodcock, MBA, FACMPE, CPCJudy Capko and Cheryl Bisera s straightforward and practical style provides commonsense ways for doctors to successfully navigate the turbulent health care times ahead.  Kevin Pho, MD  KevinMD.comThe chapter, The Twenty-One Things You Can Do Now (Without Breaking the Bank) has helped our practice make changes that have resulted in marked differences in patient satisfaction.  Kimberly Weis Avery, MBA, JD Administrator and General Counsel Mid-South Pulmonary Specialists, PCI can t tell you the number of times I have walked into a practice only to be amazed at the mixed messages that the practice atmosphere, staff and communication give...I highly recommend this book.  Peter Blanchard, MHL Director of Network Development Bethany Healthcare ServicesCapko and Bisera have developed a prescription that works because it is a holistic approach that injects common sense back into the process of delivering care for better health.    Debbie Donovan Director of Communications and Corporate Identity EndoGastric SolutionsOur job is to not only ensure high quality but excellent patient service as well. This book captures this element perfectly and could not be timelier. It is very practical. It should be required reading for all doctors.  A.H. (Trey) Chandler, III MD  Division Chief of Cardiology  Greenville Health SystemOnly buy this book if you want your patients to refer other patients, if you hope to improve your patient satisfaction and engagement ratings, if you are determined to feel proud of the work you and your staff do every day, and if you want your competitors to ask, "How do they do it?" Betsy Nicoletti, MS, CPC Founder, Codapedia.com --Manuscript Reviews