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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