Customerry Cares
How do you achieve an optimal patient experience and make it profitable? People-centered solutions with a heart for the healthcare sector!
Naturally, you want patients to be satisfied after every visit to your healthcare facility. Undoubtedly, you have already implemented countless procedures in the care process to ensure a positive patient experience. But why exactly? Do the measures go far enough, and are your efforts actually paying off? Customerry Cares specializes in testing and optimizing customer experience in the healthcare sector. Curious to see what refreshing insights and practical tips we can gather for your healthcare institution?
Customer experience in healthcare, is it really a thing?
Customer-centric thinking in healthcare: is it really useful?
But we don't have any customers, do we?
And don't we already have enough work?
Valid reservations, and yet...
The importance of person-centered care.
Naturally, quality of care is the absolute top priority, but the importance of an optimal patient experience cannot be underestimated either. In addition to being a crucial quality indicator for integrated quality care (IQC), a good patient experience also offers countless other benefits:
High patient satisfaction is crucial for the reputation of your healthcare institution. This is a good thing if you want to attract more patients, top doctors, or quality-conscious healthcare professionals.
A good reputation is an attractive asset for new hires, but also very beneficial for employee retention. Satisfied patients lead to satisfied employees, and vice versa!
Improving the patient experience: how do you get started?
To improve patient satisfaction in the short and long term, at Customerry Cares we follow a proven 3-step plan:
Audit and AS-IS analysis
A thorough analysis of the current situation is essential to identify potential areas for improvement and develop a targeted plan of action. No magnifying glass on abstract theory or administrative procedures, because at Customerry Cares we deliberately test the real patient experience in practice and on the work floor.
To achieve this, we apply various techniques such as Mystery Guest visits, personal tours, accessible surveys, etc. This practical approach consistently yields surprising insights.
From interactive workshop to concrete action plan
The results of the audit do not end up solely on the management table. With a multidisciplinary and representative cross-section of all departments, we review what is good, what can be improved, and how during one or more interactive workshops.
Which measures are necessary, desirable, and practically feasible? Is there sufficient support at every level of the organization for the new customer-oriented procedures? How and when do we communicate, and in what form?
We summarize the results of the workshop in a general proposal full of concrete action points.
Anchoring in the workplace
Devising new and desired behavior is one thing. Breathing life into the plans and anchoring them from the boardroom to the shop floor is another. Support throughout the entire organization is a basic requirement for success.
With tailor-made training programs, we bring understanding, engagement, and motivation to the workplace. As soon as the importance and added value of client-focused work in healthcare become apparent, every link in your organization contributes to it with conviction.
Where necessary, we further supplement our process with follow-up sessions, re-evaluation, or on-the-job coaching for staggered implementation, further adjustments, and measurable before-and-after reporting.
Our solutions
Customerry Cares stands for flexible customization. That is why we always start with a no-obligation introductory meeting to discover together which solution best aligns with your ambitions. We then provide a no-obligation quotation with a clear project description and transparent pricing.
The choice is yours whether we start immediately with a full-fledged optimization process with all the trimmings, or an inspiring short session to get to know each other better first.
One-off audit of people-centeredness and patient experience
Convinced that your organization *does* work in a customer-oriented way, and would you like to have that confirmed in writing? Or do you suspect that there is room for improvement? During an experience-oriented audit, we conduct a thorough practical test.
Does a patient or visitor receive the customer experience in reality that you envision in your integrated quality plan? What is good, and what could potentially be just a little bit better? We translate our findings into a clear report. Afterwards, you decide whether you require additional support to formulate and implement concrete action points.
Keynote “Customer-Centered Thinking in Healthcare”
Is customer-centric thinking and acting in healthcare really useful? But surely we don't have customers? And don't we already have enough work? Legitimate questions and fodder for a solid keynote that is guaranteed to open the debate within your organization.
In approximately 40 minutes, you will discover the what and why of PX or CX in healthcare, with a focus on the benefits for employees.
CX game: insights and awareness in a playful way
Developing new and desired behavior starts with awareness of the current situation. How do we behave towards each other, towards patients, or towards residents? Does this behavior align with our corporate DNA and the vision we want to convey as an organization? And how does the patient experience all of this?
The CX game is a great, interactive tool for raising awareness. It is a simple format that you can perfectly integrate into a team day or project week focused on quality. Together with Els Dhaeze from Pitopia, we tailor the game tasks to your organization. This ensures that only relevant and recognizable hands-on and thought-provoking questions appear during the game.
The result? A wealth of surprising insights into patient experience in your organization and plenty of food for thought…
Want to get acquainted first?
We are already looking forward to getting to know your organization better.
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Measuring and improving customer friendliness: where is the best place to start?
To measure is to know, everyone knows that. But customer experience is not so easy to express in numbers. The solution? The keen eye of an external expert who tells you not only where you stand today, but, more importantly, how you can create even more loyal customers and ambassadors.
Customer experience training: a must for every company!
Whatever you want to learn about customer experience, at Customerry we definitely know how to help! From customized in-house training programs to open sessions and even a real CX game.
Need First Aid for Dissatisfied Customers?
Are you looking for a simple, fast, and efficient way to turn your dissatisfied customers into true fans? Customerry is happy to offer you expertise, advice, and first aid for dissatisfied customers!
Customer experience CX game
The CX-Game® is more than a game. It is an interactive and fun workshop that allows you to truly tackle challenges related to customer-centric working. In just half a day, you create awareness, share insights, and discover how you, as an individual and as a team, contribute to a better customer experience.
