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How Hospitals Can Create a Customer Service Culture

Posted by Brian Lee on May 18, 2017 in Public relations

INTRODUCTION

patient-pickup-signThese days, hospitals have strong incentives to improve the patient experience. One reason is that the CMS reduces Medicare payments for poor-performing hospitals. Another is that the CMS publicly releases the results of patients’ perspectives of their hospital experience in its Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey.

Need another reason? Accenture reported that hospitals with “superior” patient experiences achieved 50 percent higher net margins.

Your hospital would be best served creating a culture where customer service is every employee’s focus; otherwise, customer service traits will never be consistently or universally performed. Here are some tips.

USE DATA TO IMPROVE YOUR SERVICE

Working on improving your hospital’s patient experience is actually a form of reputation management, and one objective of reputation management is preventing a reputation crisis, such as bad ratings. One way to work on reputation management is by figuring out what areas or services to shore up.

You already have your patient satisfaction scores to use as baseline numbers. Use the data that you have to guide your direction. For example, the Cleveland Clinic discovered that low rankings in the ED were because of communication issues, not wait times.

KEEP HOSPITAL STAFF MOTIVATED AND ENGAGED

The onboarding process for new employees is an important time in which customer service must be explained. But once training is over, managers, department heads and team leaders need to keep their staff members accountable. They can drive employee engagement by aligning activities with the hospital’s larger strategic plan and organization-wide goals, according to Gallup.

Your communications department should help the hospital president or CEO to promulgate his/her strategic plan and goals and provide regular (e.g. quarterly) status or progress reports. It is hoped that accountability and seeing improvement will keep staff motivated and engaged in providing outstanding customer service.

FOR MORE INFORMATION

Revelation PR, Advertising & Social Media offers healthcare providers services related to media relations, crisis communications, internal communications, media buying, content marketing and social media management. Please contact Brian Lee, brian [at] experiencerevelation.com or 608-622-7767.

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Welcome Audrey!

Posted by Brian Lee on May 12, 2017 in Revelation

Audrey Meis joins us as our summer intern. The Marshfield, Wis., native is working on her BA in Journalism (emphasis in advertising, minor in PR) at UW-Whitewater. Since February, Audrey has been serving as a fundraising and public outreach member of the Bangura Project. She also is active in dance.

 
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Four Tips for AEC Firms to Get Started on Content Marketing

Posted by Taylor Kennedy on April 20, 2017 in Marketing

ContentAs in other industries, the world of architecture, engineering and construction (AEC) is relying more and more on online/digital means to prospect for new clients. You can’t expect your business development staff to only attend conferences and networking events to build your company’s brand and get invited to respond to RFPs.

This is where content marketing can help, as it’s a tool used to gain the trust of potential clients, have them understand your firm’s areas of expertise and move them down your sales funnel. According to Jump Factor, AEC firms that generate more than 50 percent of their leads online grow on average at least 250-500 percent faster than their competitors.

Following are four tips for AEC firms to get started on content marketing:

1. Provide value. Is your content useful to your target audience? It’s okay to give away your advice for free. The content should help solve your prospective clients’ problems and is worthy of your their time. For example, what are ways that a municipality can acquire grant funding for its projects? How can a utility company save time and money by using the latest GIS software? Remember, quality over quantity.

2. Define success. How will you measure your content marketing efforts? Besides new leads and clients, look at metrics such as views, shares, etc. You should strive to improve those numbers over time. Use tools like Google Analytics to generate the data that indicates how your content marketing is performing. In addition, create sign up (lead generation) forms to help track sales conversions.

3. Change it up. Don’t just write standard blog articles. Content marketing comes in different forms, such as whitepapers, infographics, videos and listicles. Keep it fresh for your audiences, who many range from developers to city engineers. Experiment with different lengths and different authors, too.

4. Make time. You have to fully commit to making the time for content marketing to have any success. Allot 1-2 hours to brainstorm and create a monthly editorial calendar. Ask your subject matter experts to spare one hour each month to help you produce content. Expect about four hours to research, write and edit one piece of content a week.

FOR MORE INFORMATION

Revelation PR, Advertising & Social Media offers architecture, engineering and construction companies services related to advertising, public relations, email marketing, tradeshow marketing, content marketing, public involvement and social media management. Please contact Brian Lee, brian [at] experiencerevelation.com or 608-622-7767.

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