The Patient-Centered Payoff: Driving Practice Growth Through Image, Culture, and Patient Experience

For the first time medical practices and organizations are about to see their income either increase or decline based on regulations that directly measure patient care and satisfaction. CMS has now made the patient experience its business. The patient experience is critical to the future of healthcare and the cost of care. Practices that have paid little attention to this in the past can learn how to improve the patient visit through the environment, culture and the actions of physicians and staff. Learn the steps your practice can take to reap the many payoffs of achieving high patient-centered standards without having to make a big financial investment. In their book, Judy Capko and Cheryl Bisera describe how the patient-centered movement has changed the practice of medicine and offers insights into the opportunities this new environment provides to practices. What the book covers: * How create an impressive image * Identity: Knowing who you are and expressing it with conviction * Defining your online presence and protecting your online reputation * Developing a patient-centric office culture * How to live and measure your adherence to your mission * How to speak the language of patients * Evaluating your patient's experience (a look in the mirror!) * Making patients feel at home when they visit your facility Benefits: *Discover how to succeed in the rapidly growing patient-centered care movement. *Includes carefully chosen case studies that highlight successes in building a patient-centric medical practice. * Learn how to deliver customer service that delights patients. *Gain valuable insight into how practices should claim and take control of their online presence. * Take advantage of a list of twenty one things you can do now without breaking the bank. * Leverage tools to evaluate your existing office culture and transform it into one that creates an exceptional environment for patients and staff. Fortunately, there are many steps a practice can take to develop an attractive, engaging presence without making a big financial investment. In this book, doctors and medical practice administrators get a practical guide to creating a positive image which grows a loyal, referring patient base. It includes advice on how to measure performance and maintain accountability; how to define your practice image and express it with conviction; and how to manage your online and social media presence. It also offers a list of twenty-one steps practices can take right away without breaking the bank. This book provides all the tools healthcare providers need to begin reaping the many benefits to running a profitable patient-centered organization. By following these recommendations by Capko and Bisera, medical practices will improve their competitive position, gain financial incentives with payer reimbursement, and grow a loyal patient base. Table of Contents Introduction Chapter 1 Being Best Chapter 2 Unhappy Patients are Costly Chapter 3 From Identity Crisis to Brand Recognition Chapter 4 The 24x7 Patient Relationship Chapter 5 What s Wrong With This Picture? Chapter 6 Cultural Differences: When Hospitals Own Practices Chapter 7 Conflicts on the Patient-Centered Journey Chapter 8 Mirror, Mirror: An Honest Look Within Chapter 9 How Facility Design Impacts the Patient Experience Chapter 10 Voices from the Field Chapter 11 Twenty-One Things You Can Do Now (Without Breaking the Bank) Chapter 12 The Patient-Centered Practice Now and in the Future

Judy Capko is the founder of Capko & Morgan, a national healthcare management and marketing consulting firm. She specializes in medical practice operations and practice building techniques and focuses on maximizing resources, building patient-centered strategies and valuing staff contribution. Judy believes we achieve our greatest results by raising others up. Thousands of physicians and administrators have benefited from her advice and innovative, energetic approach to organizational management and strategic planning for more than 30 years. Judy is the author of the 2nd edition of Secrets of the Best-Run Practices, and Take Back Time Bringing Time Management to Medicine. She is featured and published in more than 50 prestigious national medical journals. She has also written by-line articles for the Journal of Medical Practice Management, Urology Times, Eye World, Repertoire, Physicians Practice and Practice Link.

Cheryl Bisera is an author, speaker, and the founder and leader of Cheryl Bisera Consulting, an image development and marketing firm focused on the healthcare industry. Her firm's key differentiators are attention to internal marketing, practice branding, and patient experience training. Cheryl firmly believes marketing is not only an external activity it's also the influence every staff member has on each patient's experience and perception of the practice or healthcare organization. A passion for excellence in developing the patient experience and practice image has earned Cheryl impressive testimonials from clients. She speaks for regional medical management organizations and conducts customer-service workshops and training sessions for her clients. She is published in leading industry journals, including Podiatry Management, Physician Magazine, and the Journal of Medical Practice Management, and has also been featured on the popular KevinMD blog.