We are considering a new Customer Service Initiative.
We currently post, online, our “door to doc” time. It turns out that this is an arbitrary measure that has nothing to do with our turnaround times. It also has nothing to do with overall customer satisfaction. (As far as I know, we aren’t measuring patient outcomes, just customer satisfaction.)
So- in an effort to boost customer satisfaction, we are also posting “door to narcs” times.
Since a large portion of our customer base comes to us for narcotics, we feel this is a more meaningful measure than "door to doc", or even overall turnaround time. Let's take 2 theoretically identical chronic pain patients. Customer#1 sees a doc in 5 minutes, and is discharged with Tramadol in 1/2 hour. Customer #2 waits 1/2 hour just to see the doc, and spends 4 hours total in the ER, but gets IV narcs, a prescription for oxy, and a handfull oxys to go. Clearly, customer #2 will leave more satisfied. (unfortunately, customer #1 is 12 times more likely to fill olut a customer survey, but that is an entirely different problem.)
Given the huge disparity in the narcotic prescribing practices of our providers, customers need tools to make decisions regarding their healthcare. In reviewing charts of some of our most loyal customers, it becomes evident that the same customer can come in with the same complaint and get a completely different treatment. We lack the consistency that is the hallmark of a succesful business.
We are also considering posting provider stats, much like a baseball players stats are posted when they are up at bat. This will provide the customer the information they need to make an informed decision.
For example, a customer has a headache, and know the only thing that will work is Dilaudid. Bottom line is the only thing that will satisfy this customer is narcotics. The customer can check the website, and see that Provider A has a Narcs For Headaches average of .125, Provider B has an average of .275. The chance of getting narcs on that visit is 1 in 5. Lousy odds. We will also post what time shift change is for providers, and customers can check back, and see what their odds are with different provides.
Various categories for which we are considering keeping statistics:
- Narcs For Dental Pain
- Narcs For Headaches
- Narcs For Chronic Pain
- Narcs For Fibromyalgia
- Narcs For Sprains
- Narcs After Being Denied by PCP or Specialist
Some more general statistics that would provide useful decision making information might include:
- Narcs When Customer Has A Well Documented History Of Substance Abuse
- Overall Narcs When There are No Objective Findings (labs, X-ray, etc.) For Cause Of Pain
We feel this initiative will increase customer satisfaction, and avoid them wasting their time
Has anybody out there tried a similar system? Any thoughts on improvements/modifications?