decision point approach
Our customized program for monitoring patient interactions and journalistic approach to qualitative, provided real-time quality assurances against key benchmarks and clear direction on any needed action.
Additionally, to stay ahead of patients’ expectations, we:
- Conducted in-depth interview (IDI) sessions with patients to learn how they interacted with our client’s website, identifying what was most helpful and what wasn’t.
- Interviewed members of the patient care team (referring surgeons, physicians and internal staff) uncovering opportunities to improve communication, making it better for patients.
- Executed Annual Drivers Analysis to identify and prioritize improvement opportunities for maximum impact.
- Analyzed trends and competitive threats within the rapidly changing marketplace – locally, regionally and nationally.
actionable results
- Client was able to reach and maintain a high-level of patient care by monitoring patient interactions.
- Patients’ website experience was significantly improved based on their feedback.
- Patient conversion rate increased – in part through amplifying the voices of current patients who were deeply satisfied with their experiences.
what our clients say
“Decision point has done a wonderful job streamlining our process of collecting and utilizing patient feedback. From customizing the survey to meet our needs, monitoring results and flagging those that need immediate attention, to identifying which factors have the most impact on patient experience, the information has been invaluable in maintaining and enhancing our patient experience.”
Executive Director
