Patient_Centered Assessment

Providing quality services is the cornerstone of a good client experience.  An organization must intentionally focus on the right infrastructure levers to achieve quality care for all clients.  The assessment covers several areas:

Patient Experience

• Outlines the maturity of the organization and identifies their current patient experience strategy framework
• Assess the organization’s level of intentionality concerning establishing their patient experience baseline
• Evaluate whether there are built-in continuous improvement
• Assess the team that is assigned to the role

Knowledge of Customer

• Examines the level of knowledge that the organization possesses of the demographics of clients
• Evaluates whether there are care focus on understanding the diagnosis of all clients
• Reviews the referral management program
• Review the level of integration with the client care team
• Identifies whether the organization has a systematic way of utilizing this information to improve services

Client Engagement

• Evaluates the service delivery model
• Understands the system for management reimbursement of payment for services
• Assesses the education program for clients
• Evaluates the program around issues and conflict management
• Reviews the service satisfaction management program

Feedback & Re-engagement

• Assesses the organization’s feedback management program
• Reviews how the organization refreshes its client engagement and service delivery program