Improving Patient & Employee Satisfaction
Allegiance’s Value Proposition
1. Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC Picker, etc.)
2. Instant-ready compliance for unscheduled audits/mitigate risks
3. See the critical connection with employee engagement, and how to reduce turnover and increase productivity
Allegiance at a Glance
Customer & employee engagement solutions company
More than 27 years of feedback research & experience
Over 1,900 customers in multiple industries• Including healthcare, banking, retail, telecom and others
4 consecutive years of triple digit growth
95% customer retention
Industry Recognition
What We Do
We help companies manage their customer and employee loyalty and engagement like an asset
We offer the professional services and best practices consulting needed to support you every step of the way
Allegiance’s Healthcare Customers
EngagementMore than satisfied and more than loyal.
Engaged customers and employees go out of their way to show their association with a company & act as an influencer/promoter.
Repeated, satisfied interactions that strengthen their emotional connection with a
brand.
SatisfactionA measure of how
products and services supplied by a company meet or surpass customer
expectation.
LoyaltyA predisposition for a customer
to respond favorably and consistently toward the
brand/company.
What is Engagement?
EngagementMore than satisfied or loyal.
Customers & employees go out of their way to show association and promote the company.
An emotional connection w/exponential business increase.
LoyaltyResponds repeatedly, favorably; maintains consistent business
SatisfactionProducts &
services meet or surpass
expectations;no guaranteed
repeat business
Active $$$$$
Passive $
Organizations with Engaged Customers Enjoy:• Improved customer loyalty (80
percent)• Increased revenue (76%)• Increased profits (75%)
Source: Economist Intelligence Unit
Why Engagement Matters
Employee Engagement Benefits:
• Employees stay longer• More productive/customer
focused• Reduced voluntary and
involuntary separations• Better morale/attitude • Reduced sick days
Why Engagement Matters
Challenges Facing Hospitals Today
Increasing pressure to improve their operations• Increased patient expectations/choices
• Multiple departments within organization
• Subject to unscheduled regulatory audits
• Strong need to mitigate risks
• Outdated reporting methods
Staffing shortages/Employee attrition • Employees expect more
• Higher salaries• Better benefits
• Likelihood to leave is higher• Costs for training are higher
How Allegiance Helps You Measure, Manage & Predict Engagement
Allegiance – The Only Comprehensive Solution
Real-Time, Actionable Insights
Benefits – The Payoff
Improve Your Patient Satisfaction Scores
HOW: Allegiance PatientVoice
BENEFITS
Helps uncover and resolve issues while patient is at facility & before they receive discharge survey
Improves staff communication & confidence
Easily enter data gathered through patient rounding by various departments/employees
Perfectly complements established discharge survey practices, such as Press Ganey/HCAHPS
How…
RoundingAllows you to keep all rounding logs and patient feedback/concerns across organization in one place
Keeps staff more informed about patient needs/issues as well as quickly sync up with others on rounding
Proactively provide excellent care
Discharge CallSurvey
Increases patients’ perception of service and satisfaction
Proactively identify problems
Increase staff accountability
Log calls post discharge
Compliance Audit Ready/Instant Risk Mitigation
BENEFITS
Proactively identify and address patient care issues & minimize risk of litigation
Facilitates and supports regulatory compliance in grievance resolution and process improvement areas
Be instantly ready to present status on response plan effectiveness (for audits) & ensure the plan is being followed
HOW: Allegiance PatientVoice
How…
Process ImprovementGrievance Resolution
How…
Streamline patient complaint management processes
Rapidly resolve patient concerns and issues
Enables quick, virtual team meetings regarding response & resolution vs. physical meetings
Identify and prioritize areas for process improvement
Develop the right response plans that will make the biggest difference
Reduce Employee Turnover/Increase Productivity
BENEFITS
Hear & respond in near real-time to employee concerns and issues
Understand the real drivers of employees by segments
Reduce employee turnover and increase productivity, saving time and money
HOW: Allegiance EmployeePulse & EmployeeVoice (and ActiveSurvey)
How…
Employee Engagement• Identify and reward outstanding
employee efforts by department or individual
• Develop the types of programs that matter most to employees
• Foster a culture of greater passion and accountability
Conclusion
1. Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC Picker, etc.)
2. Instant-ready compliance for unscheduled audits/mitigate risks
3. See the critical connection with employee engagement, and how to reduce turnover and increase productivity
Get the Information You Need
Read this case study
Robert Wood JohnsonUniversity HospitalHamilton
…Plus, other paperson engagement
www.allegiance.com/library
Get a personalized, no-obligation demo from AllegianceCall 1.801.617.8000, or email [email protected]
Thank You
Appendix
Only comprehensive Enterprise Feedback Management (EFM) solution
Ability to gather and respond to feedback in real-time
Provides you with actionable data
Aligns with your current patient discharge process
Can be used with or separate from patient satisfaction surveys
Delivered as a software-as-a-service (SaaS) offering
Easy to use and implement
The Allegiance Advantage
Allegiance @ Work in Healthcare
Robert Wood Johnson Hospital
- Leading academic medical center
- 2004 Baldrige Presidential Award Winner
- Treats 15,000+ patients annually
- Increased patient satisfaction scores from
67% to 90% as a result of best practices
and use of Allegiance
- Vastly improved efficiencies and
streamlined processes
“We have industry leading satisfaction scores as a result of our best practices, and the Allegiance Engage solution is a critical element of that success.” -- Monica Olaff, Patient Relations Manager, RWJ Hospital Hamilton
Allegiance @ Work in Healthcare
Holy Cross Hospital
- 600-bed hospital; treats 15,000 patients
annually
- 90 departments; 33 medical offices
- Improved patient satisfaction scores
- Streamlined patient feedback
management/ grievance processes
- Reduced time required to gather/report on
grievances from hours & days to minutes
- Now able to respond instantly to
unannounced regulatory audits
“When any of our state regulatory agencies walk in to investigate a complaint, we have to have that information immediately. We can’t be looking through binders.
Now, with Allegiance, I’m able to get all of the information that we need and give resolution to my VPs and senior administration team in a matter of minutes.”
-- Gina Seneca, Manager Guest Relations, Holy Cross Hospital