SullivanLuallinGroup BenchMark Newsletter
December 2013

SullivanLuallinGroup | 619.283.8988
3760 Fourth Avenue | San Diego, CA 92103

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Happy Holidays!

What better way to end 2013 than with helpful tips for transforming the patient experience? In this edition of our BenchMark Newsletter, we discuss Meaningful Use, offer popular presentation topics and answer a question regarding staff camaraderie.
Welcome to 2014 and Meaningful Use Stage 2! 
Most Benchmark readers are no stranger to Meaningful Use and its requirements - some more challenging than others. However, Core Objective #17, Use secure electronic messaging to communicate with patients on relevant health information, may be easier than you think. If you already have the portal in place, it's simply a matter of getting patients to use it.

According to the British Medical Journal, a July 2013 study of focus group responses in three Northern Virginia practices found that patients were more likely to use a Personal Health Record (PHR) if their physician was an enthusiastic supporter of the technology. 
Patient Portal Tips
Additionally, patients were more likely to register on their physician's portal when they had a top of mind awareness of the practice such as an upcoming appointment. 
What does this mean for you? Consider these communication strategies to increase patient registration on your portal.


1.   Frequently promote the positive benefits (CMS bonuses!) of patient participation on your website to your providers. Encourage them to say positive things about the portal to patients during the visit. 


2.   Incentivize your providers and staff members for signing-up patients (one practice held a contest and rewarded a pizza lunch to the department with the most registrations!).


3.   Hold a weekly drawing for patients who register at a kiosk or on a tablet while at your office. A $50 gift card or gas card is a valued prize.


4.   Finally, don't rely on posters or easel cards in the reception area to encourage patients to register. Script your receptionists to ask every incoming patient if they've registered for your website, and then offer a card with the sign-up information for their use at home.

Did you know?
SullivanLuallinGroup can provide a speaker for your next conference, retreat or meeting. Our expert presenters deliver lively, interactive programs on all topics relevant to the care experience. Here are just a few of the topics we present to associations and medical groups across the country:

MOVE THE NEEDLE UP! How Great Patient Experiences Can Earn Big Payer Bonuses
SECRET SERVICE REVEALED: Customer Service Tips from an "undercover" Mystery Patient
CONFESSIONS OF A SHADOW COACH: Turning Dr. Average into Dr. Awesome!
STAFF ENGAGEMENT MADE EASY: 21+ Strategies for Improving the Patient Experience and Staff Satisfaction
Contact us here to engage one of our speakers or to receive a more comprehensive list of program topics!
We're a department in a large multi-specialty practice, but I'd like us to feel like a small family. We have regular staff meetings (once and month), and I need a quick activity that we could do to foster a warmer relationship between us all. Any suggestions?
Staff Morale

A: Here's an easy one: Fact or Fiction! Tell staff members to come to the meeting prepared to take turns telling three "facts" about themselves. One of the "facts" should be true, the other two must be false! After the team member tells his/her "facts," the rest of the team guesses which one is actually true. 
Depending on the size of your team, this activity should take no more than 10-15 minutes and everyone will be amazed at some of the little known facts about their teammates. Plus, they'll be surprised at what they guessed wrong! 
Please feel free to forward our newsletter on to your friends and colleagues! 

Wishing you a holiday filled with warmth and joy, 

SullivanLuallinGroup specializes in patient satisfaction services, and is the premier healthcare customer service consulting firm in the nation.

For more than 25 years, we've helped physician practices implement Service Quality Initiatives that produce immediate improvement and ongoing results. Clients come to us for on-site and web-based Customer Service training, Shadow Coaching for low-scoring physicians, Mystery Patient/Mystery Caller assessments, and Patient Satisfaction surveys.

  TransformPX      MGMA AdminiServe Partner

SullivanLuallinGroup | 619.283.8988 |
3760 Fourth Avenue
San Diego, CA 92103

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