Lance Boyd, Chief Relations Officer at Summit Strategic Solutions, the MSO for Summit Medical Group in East Tennessee, holds a daily huddle with his entire staff. The meeting typically takes less than 3 minutes–just long enough to review the customer service standards they’ve set for the day.
How does it work? On the Friday of the prior week, Lance emails everyone the topics for next week’s huddles. Then everyone gathers each morning to review the talking points, share stories and experiences, and set goals for the day.
Summit is one of the area’s largest primary care organizations, and its 220 physicians engage in almost 1 million patient encounters per year. That’s a lot of opportunities for patient satisfaction!
“We know we need to provide great customer service in addition to providing the high quality healthcare patients expect. It’s no longer enough to just show up and expect that patients will do the same. They have a choice in the type of care they purchase, and we’d like to be their go-to care providers. This huddle, and the impact we believe it has on our patient satisfaction scores, is incredibly important to our staff, our physicians, our organization, and our patients.”Best Practice
Better understand patient concerns with our low-score survey logic, now included on our Standard Patient Satisfaction Questionnaire (SPSQ). When patients select a score of a ‘1’ or ‘2’ on the five-point Likert scale for any standard survey question, they will be prompted to leave a comment describing their experience in that area. The long-term use […]
Nearly 90 percent of patients look to online reviews when choosing a physician, so increasing a positive presence online is more important than ever. SurveyVitals’ Public Review feature helped healthcare providers and organizations proactively build their online reputation and improve their search rank in 2019. The feature drives verified patients to leave public reviews about […]
Together with our clients, we reached 10 million surveys in the SurveyVitals comparative benchmark. Thank you for helping us achieve this incredible milestone! With over 16,000 clinicians across 85 specialties utilizing SurveyVitals at over 3,500 locations, we are excited to watch this benchmark continue to grow. Your partnership and each interaction with your patients strengthens […]
Last week, CMS released the final rule for the changes to the Merit-Based Incentive Payment System (MIPS). While there are only minor changes to the program in 2020, bigger changes are expected in 2021. Here are two of the big takeaways from the final rule. MIPS Value Pathways (MVPs) CMS intends to move toward what […]