SullivanLuallin Group's BenchMark Newsletter
July 2014  
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Welcome to the summer edition of our BenchMark Newsletter. We're certain you enjoyed an impressive fireworks show during the 4th of July holiday and we also hope you're experiencing electrifying patient satisfaction survey scores at your practice! 
In this issue we reference a recent industry blog highlighting our C.L.E.A.R. service model, share two tips about patient satisfaction and scheduling, and answer a question about benchmarking for patient satisfaction surveys. Remember, just because it's a slower time of year doesn't mean you can stop focusing on the patient experience!
As always, feel free to  this on to your friends and colleagues!
Warm regards, 
SullivanLuallin Group logo  
C.L.E.A.R. vs. AIDET: You be the judge! 

With patient experience bonus dollars in the offing, more practices are focusing on how to create a culture of service. SullivanLuallin Group broke the code. The road to success is C.L.E.A.R. (Connect, Listen, Explain, Ask Re-Connect)!

C.L.E.A.R. vs. AIDET: You be the judge!

While many folks are familiar with the "AIDET" acronym, (Acknowledge, Introduce, Duration, Explanation, Thank you) one clinic Administrator, Don Robertson, Chief Executive Officer at Southlake Clinic, Renton, WA, has a strong opinion about which phrase is more appropriate in the ambulatory setting. As he wrote in a recent blog:


"Picture a scene where an employee strictly follows the AIDET script in a clinic where most patients are established and quite familiar with the clinic and staff.  Suppose you are a patient seeing your doctor for the third time this month, and the assistant once again says, "Hi, my name is MaryBeth. I am Dr. Smith's nurse and I'll be taking your blood pressure today." And when you return in two weeks, here comes the same script again! What if you've been a patient for decades, and the doctor has always had the same nurse? Enough with the introductions already!


Or picture someone who comes in every week for a protime. Does he/she really want to hear the employee's name, an explanation of how long the process will take, and what will happen with the results, every single time? 52 times a year?


You can think of many similar scenarios, but I think that the C.L.E.A.R. protocol is better suited to the clinic setting.  Besides, nothing says you can't add "Introduce" to the C.L.E.A.R. script when you are serving new patients, or if you are a new employee.


The "rules" of AIDET say you should follow the script and process every time.  That frequently doesn't make sense in medical groups.  However, the C.L.E.A.R. script and process can, and should, be followed every time."


Thanks, Don, we couldn't have said it better ourselves! If you'd like to learn how to implement these service protocols in your practice, contact us here!

Patient Satisfaction and Scheduling Efficiency: Two quick tips

It's not uncommon that busy patients consider their time as valuable as the doctor's time. As a result, when a typical patient sits in the reception area for more than 15-20 minutes past his or her appointment time, trouble starts brewing. How does a savvy practice ward off the inevitable upset? By employing two scheduling tips outlined by Keith Borglum, CHBC in the March 25, 2014 issue of Medical Economics.

  1. Create a triage chart for schedulers. The chart should rate your top 20 symptoms by a series of criteria including symptom, appointment urgency,Hallway Huddle and appointment length. The resulting grid will allow you to assign appointments to providers depending on the urgency, complexity and anticipated length of the appointment.
  2. Use a quick one-minute stand-up huddle when the provider arrives in the morning to review the schedule and identify potential glitches.
Q. We conduct a patient survey using our own form and an inexpensive on-line resource. On a scale of 5 we always score in the high "4s" and our doctors are happy with the results. Should we be looking to do another survey?
A. Conditional congratulations on your current scores! Many practices that conduct in-house surveys are pleased with the results because they have no idea how they stack up against other practices in their specialty. We hate to break this 
news to your doctors, but "high 4s" are nothing to brag about! For example, one specialty practice in Maryland was pleased with its 4.82 score on "Willingness to recommend the provider to others" until they learned that it put them at the 56th percentile (of the MGMA- SullivanLuallin 
Group database)! 


If you want an accurate assessment of where you stand with regard to your competitors, you'll need to benchmark with other practices in your specialty. Give us a call - 619.283.8988. We'll tell you how.

SullivanLuallin Group is a leading provider of patient satisfaction solutions for hospitals, medical groups and provider networks. Our "Transforming the Patient Experience" engagement model solves critical patient, provider and employee engagement challenges faced by healthcare systems. We offer a wide range of services including satisfaction surveys, service quality training, physician shadow coaching and mystery patient shopping. 


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SullivanLuallin Group
3760 4th Avenue
San Diego, CA 92103

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