Patients, Promoters and Profits: Urgent Care + Net Promoter Webinar 18 Jan 2017
How to improve patient experience and the bottom line.
CustomerGauge hosted a special webinar on patient experience best practices in the urgent care/healthcare market. CEO and co-founder of CustomerGauge, Adam Dorrell and Division Vice President of Urgent Team, Nancy Becker discuss strategies to improve the patient journey and how to address common pain points.
We shared best practices of measuring and improving Patient Experience in Urgent Care centers. Nancy is a senior healthcare executive with over 25 years of experience in operations and client relations and she explained how Net Promoter is used as an internal performance metric. Adam's background is from retail, and the CustomerGauge company has many years of experience of working with leaders in customer experience like Philips, Tommy HIlfiger, H&R Block - he shared benchmarks from the wider industry of Net Promoter, and how enterprises automate surveying and reporting to grow retention.
Our goal is to share our knowledge and present some useful stats and practices that other Urgent Cares can benefit from. In the future, having benchmarks around Patient Experience can only benefit the wider industry.