by Noah Larsen | Apr 1, 2019 | Excellence Accelerator, Patient Experience
Service Excellence Coaches must exhibit the qualities, characteristics, and values espoused by the organization. These are people who are seen as leaders in the organization, whether formal or informal. They are highly respected and exhibit the behaviors and attitudes...
by Noah Larsen | Mar 29, 2019 | Patient Experience
High quality data collection in a professional and courteous manner is PRC’s utmost priority. Thus, we have several levels of Quality Assurance in place, including the daily monitoring of our telephone interviewers, who are all trained and coached at PRC. Because we...
by Isaiah Dominguez | Mar 29, 2019 | Patient Experience
5 Essential Elements of Service Recovery Presented by: Lori Isaac, MBA, Regional Patient Experience Manager at Prime Healthcare Services, Inc. We’ve all experienced bad service at some point in our life, but what separates the “that was unpleasant” from the “never...
by Noah Larsen | Mar 29, 2019 | Patient Experience
A saw tooth pattern refers to results jumping up and down from time period to time period, resembling the teeth of a saw. This pattern can be frustrating and confusing to anyone held accountable to this data. To understand its cause, it’s necessary to understand a few...
by Noah Larsen | Mar 29, 2019 | Patient Experience
PRC Patient Norms, sometimes referred to as benchmarks, establish rankings and allow comparison to other facilities with which PRC conducts research. You can view the normative breakout for any question on your survey using the Norms application on...
by Noah Larsen | Mar 28, 2019 | Patient Experience
“We ask our patients to rate their care at the bedside and what we hear does not match the PRC scores. When we do post-discharge phone calls, everyone says ‘excellent.’ There must be something wrong with the data.” While the desire for healthcare professionals to...
