Beyond Satisfaction Data: The Beryl Institute Webinar Reveals Trust-Building Moments in Healthcare

Thursday, August 28, 2008 General News J E 4
DALLAS, Aug. 28 According to healthcare veteran KristinBaird, a patient's healthcare experience doesn't begin upon entering theemergency department or exam room. "Every time a consumer connects with anorganization, there exists an opportunity to build trust," said Baird duringtwo Webinars sponsored by The Beryl Institute earlier this week. "Thesemoments of truth can be over the phone, in the hallway, or while sitting inthe waiting room -- each moment is an opportunity to build trust or destroyit." The Beryl Institute is dedicated to improving customer service inhealthcare.

The Webinars, which were based on a recently released white paper from TheBeryl Institute called "Mystery Shopping the Patient Experience," discussedhow healthcare organizations should get to know themselves through the "eyesof others" in order to improve consumers' overall experiences with theorganization. Mystery shopping allows professional "patients" to share theirfeelings and perceptions during various aspects of a healthcare encounter."These are observations that are not reflected in traditional satisfactionsurveys, but are very real elements of every healthcare encounter that impactconsumers' impressions of the organization," said Baird. Those experiencesdetermine consumers' loyalty to the organization.

Baird, a member of The Beryl Institute faculty and white paper author,draws from more than 25 years of healthcare experience as she discusses whathealthcare organizations must do to improve the patient experience withbottom-line results. "Organizations that lift the curtain of denial are ableto recognize real change and create greater consumer loyalty," Baird said."Ultimately, if someone doesn't have a positive experience, they're not comingback; and it may have nothing to do with the clinical competency of themedical staff."

Founded in 2006, The Beryl Institute is the research and educational armof The Beryl Companies, the leading provider of outsourced call centerservices in healthcare. More information is available at

SOURCE The Beryl Institute


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