Session ID: 
285

Improving Revenue and Outcomes With Patient Loyalty Tracking

2:30pm - 3:30pm Thursday, March 12
Orlando - Orange County Convention Center
W311A

Description

Understanding the impact of the patient experience on health and business outcomes is essential for providers to survive, and thrive, beyond the consumerization of healthcare. Gathering patient loyalty data and deriving actionable insights from it is the key to managing the variables that impact the patient journey. This session will present a case study of how Spooner Physical Therapy improved their NPS score by 14%, by leveraging patient loyalty data and implementing a secret shopper program. By starting at the ground level with how a patient initially finds a rehab therapist, through the time their treatment is finalized and claims are paid, the speakers will share the compelling insights they uncovered in this process that all clinics can use to improve patient activation and retention, clinical outcomes, marketing outreach, and bottom-line revenues.

Learning Objectives

  • Analyze the results of a data-driven patient relationship management program
  • Evaluate patient satisfaction and behavior data to uncover opportunities for business process improvement
  • Recognize key indicators of patient loyalty
  • Identify opportunities to integrate technology in patient relationship management

Speaker(s)

Chief Experience Officer,
Spooner Physical Therapy
Director of Produce Management,
WebPT

Continuing Education Credits

ABPM
1.00
CAHIMS
1.00
CME
1.00
CNE
1.00
CPHIMS
1.00

Audience

Chief Quality, Chief Clin Transformation Officer
Management Engineer and Process Improvement Prof.
Physician or Physician’s Assistant

Level

Introductory