by Monte Fulton
Verify International’s healthcare audits and consulting division has teamed with Live Simulation Solutions to offer healthcare organizations the best of both worlds: Verify HealthCare!
If you’re not measuring caregiver and support staff performance on a consistent basis, the patient experience suffers. In today’s competitive environment, it’s more important than ever to know how you are really treating your patients, visitors, and even your employees!
We give clients an unbiased, detailed, third party review through comprehensive secret shopper audits. Then, we analyze results and offer recommendations for improvement. We can help determine if there are service and performance gaps between your organization’s established standards versus what your patients really see and experience.
Our secret shopper program is customized to meet your needs and can help answer such questions as:
- Are operators/clinical receptionists handling phone inquiries promptly and efficiently?
- Are clinics and waiting rooms clean and well-maintained?
- How long is the wait in the ER? Or, to schedule an appointment?
- Are HCAHPS and Joint Commission standards of care being followed?
- How can we better recognize and reward our outstanding employees?
- How knowledgeable and friendly are our Guest Services representatives?
- Are our way finding procedures efficient and customer friendly?
- Are there any areas in which we need more training?
- Is the food in our facility hurting or helping efforts to provide an outstanding patient/visitor experience?
- Is the sales team effectively promoting our elder care community to maintain high occupancy rates?
- Are our sales and marketing agents following compliance standards while offering healthcare insurance plans to customers?