Industries · Healthcare
Patient experience, measured the way patients report it.
Hospital patient experience in the U.S. is measured by HCAHPS, a standardized survey run by CMS and reported in public. The way MJKDA looks at any operation applies here: the score is the alarm, the operation is where the fire is.
Reach the partners directly: 210-876-4086 · info@mjkda.com
What we see
How we look at any operation, including yours.
No industry playbook. Three things we check everywhere, because they decide whether a score moves and stays moved.
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The phone line is staffed to the real call pattern.
We read the schedule against when people actually call, including the hours before and after work, and check whether the people answering can resolve the call the first time.
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The public score is the outside-in view. We add the inside-out one.
A published survey tells you what patients experienced. It does not tell you which part of the operation produced it. We walk the operation to find that.
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The closed loop is what makes gains hold.
The number one thing that separates the clients who sustain their gains from the ones who backslide is a solid closed-loop feedback system: feedback that reaches the people who can act on it, and a standing review that keeps it turning.
Where to start
One free hour, aimed at your operation.
Tell us what a win in the next 90 days looks like. We research what is public about your organization before the call and leave you with the low-hanging fruit you can pursue immediately.
Frequently asked questions.
Will MJKDA's approach work for a hospital measured by HCAHPS?
Yes. HCAHPS is the outside-in view: a standardized survey run by CMS and reported in public. It tells you what patients experienced, not which part of the operation produced it, and walking the operation to find that is the work we do everywhere.
Can MJKDA help with a patient phone line?
Yes. We read the schedule against when people actually call, including the hours before and after work, and check whether the people answering can resolve the call the first time.
Can MJKDA bring us practices from outside healthcare?
Yes. There is no industry playbook. The three things we check everywhere (staffing to the real call pattern, the inside-out look at the operation, and the closed feedback loop) come from utilities, insurance, mortgage servicing, and federal programs.
Will the gains hold after the first improved survey?
Yes, when the closed loop stays in place. The number one thing that separates the clients who sustain their gains from the ones who backslide is feedback that reaches the people who can act on it, plus a standing review that keeps it turning.
Free CX Review
One hour with two senior partners.
Book My Free CX ReviewPrefer to call or email? 210-876-4086 · info@mjkda.com