Healthcare

Healthcare is a complex and ever-changing industry. With more and more hospitals, medical centers, and dental clinics appearing, the healthcare industry has become a competitive market which is nowincreasingly similar to those in retail or lodging. Whenever the customer has a choice, the need for customer satisfaction and loyalty follows.

When dealing with the healthcare there are several markets to be approached,

Patients. Those who recently had an interaction with the hospital, whether they were admitted into a long-term program or just had a minor procedure done, can be given a survey to pinpoint areas in need of improvement.

Physicians. Satisfaction can play a key role in the patient's experience, in addition to being a key performance driver for hospitals.

Providers. An insurance provider often uses customer feedback to design their programs and determine what services are valued. This feedback, both positive and negative can help shape their program.

Sterling generally uses mail or web surveys with the healthcare industry. For patient satisfaction studies, surveys can be mailed to the individual after the interaction. The survey includes a Business Reply Envelope which is addressed and includes prepaid postage for easy use.

When surveying physicians and staff, it is often easier to do a web survey. Staff member can be asked about specific departments, procedures, and overall satisfaction with the organization. These studies are designed to improve referral rates, build a strong customer base, and encourage loyalty.

Sterling has experience performing studies in a wide range of healthcare fields; emergency, short-stay, extended-stay, surgery, dental, etc. with patients, physicians, and providers.