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Stackpole & Associates publishes periodic articles on a range
of topics for marketing healthcare services, increasing customer
satisfaction and employee training in today's professional environment.
With more individuals choosing their care and a growing uptake of individual budgets it is important that you can compete in your market.
Changes in the inspection process for care providers raise questions about the ability of the AQAA survey instruments and procedures to generate the accurate, reliable and crucial data upon which informed decisions can be based. Shifts in the information gathering process as well as an examination of survey methodology highlight issues to be examined as the process unfolds
A
Marketing Check Up for Healthcare and Human Service Organizations
>
Historically, in health care the marketing strategy has been, "build
it and they will come"...In today's very competitive health
care world this attitude will no longer work.
The
Science of Marketing Senior Living Communities >
Marketing disciplines are not applied as effectively in senior living
communities in general, and assisted living in particular, as in
many other businesses. Assisted living managers have grown up, so
to speak, in a business environment where fiscal management was
far more highly valued than marketing ability.
Understanding
Influence: Ethical Sales Skills for Healthcare Professionals
>
Increased competition and shrinking reimbursement are two sides
of a vice squeezing healthcare and senior care professionals pressured
to fill beds their buildings. The temptation is greater than ever
to say the one statement that will close the deal and influence
the consumer to choose your facility. Where is the line between
good sales skills and unethical behavior?
When
Happy Customers Walk Away: The satisfaction - loyalty disconnection
>
There is a frightening disconnect between measured satisfaction
and customer loyalty. For many years, senior living managers have
performed customer satisfaction surveys to measure how happy various
customers and consumers are with their communities. These surveys
have taken many forms, but the results have been remarkably similar
- customers and consumers seem quite satisfied, or happy. Another
fact, however, is that satisfied customers are not predictably loyal.
Pressuring
Sales Staff To Stretch The Truth Doesn’t Pay Off >
Applying so much pressure to sales people that they stretch the
truth or lie to prospects causes more harm than good.
Leadership & Motivation Survey >
Integrated Care Network contracted with Stackpole & Associates, Inc. to conduct a leadership and motivation survey in conjunction with two leadership workshops held at the ICN Conference in London on 19 July, 2006. The theme of the conference was “Leadership in Partnership” and so the survey attempted to understand the delegates’ perceptions regarding the traditional roles of leadership within their work environments.
Keeping CSCI at bay >
The Commission for Social Care Inspection's (CSCI) new inspection regime for adult care services means that regularity of inspections is determined by service user feedback. Managers may need to supply evidence and examples that their service meets the needs of their users. Irving Stackpole explains how and why service user feedback should be sought.
Satisfaction
Is Cheap - Loyalty Is Priceless >
Many service providers measure customer satisfaction and pay attention
to the results of these surveys as important indicators of how well
their operations are performing. Satisfaction survey results, when
done scientifically and carefully, can provide important guidelines
to management for training, reward and recognition, as well as systems
improvement.
SEO Fundamentals:
Search Engine Optimization Tips for Your Web Site >
The process of Search Engine Optimization (SEO) has gained popularity
in recent years as a means to reach target audiences through improved
web site positioning in search engines. However, few have an understanding
of the SEO methods employed in order to produce such results. The
following tips are some basic best practices to consider in optimizing
your site for improved search engine performance.
Making
the Commitment >
Employees ultimately lead customer service to success or failure
because they interact everyday with customers, residents, families,
referral sources, volunteers, and vendors. A manager's challenge
is to foster their commitment to customer service. A mission statement
is a good place to start building employee buy-in.
Taking the Pulse
of Employees >
While surveys of patients and family members have become a common
means of gauging customer satisfaction in long term care, many providers
do not survey one of their most valuable constituencies-their employees.
Yet employee satisfaction surveys can be a valuable tool for reducing
costly turnover while improving both staff and patient satisfaction.
Discharge
Planning and Managing Early Alzheimer’s Disease >
There is no cure for Alzheimer's Disease yet. Nonetheless, there
is much that can be done in assisted living and other settings to
lessen the fear, stress, and burdens that accompany AD.
A
Team Approach to Training >
By including all staff in training, you send the message that everyone
is accountable for good service. There are countless ways to conduct
customer service training and plenty of ideas to explore as part
of it.
If you or your organization is interested in republishing or syndicating
any of these articles, please contact
us for additional information.
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