January 11, 2015 endeavorIT

Physician Experience

Physician Experience

Embrace Community Physicians as Partners in Care

Referring physician experience management is essential to growing clinical volumes. Physicians represent a significant revenue source. Physicians admit patients to your hospitals, refer to your specialists and represent at least 50% of referrals to academic medical centers. Furthermore, referring physicians have choices – as large regional and nationally recognized brands influence your market, it is imperative that you differentiate not only on clinical excellence, but service excellence as well.

Physicians are key influencers in the outpatient and inpatient treatment of their patients. Treat them as partners and your volumes will increase. We believe this is possible through the proper definition and delivery of an exceptional physician experience. Your goal is to create such an outstanding experience so that physicians will go out of their way to recommend you to their patients. This is possible through our approach which increases recommendation scores and community physician alignment. We blend market insights and industry expertise to help your teams envision and deliver a world-class physician experience.
Experience Mapping
We use customized experience maps to develop insights and create a foundation for action. Using your data or ours, qualitative or quantitative data, this serves as a framework to align efforts around physician needs to build empathy.

As a discovery technique, our experience map provides a visual cue to help physicians and staff recall specific episodes in their relationship.

The experience map organizes the various touchpoints or interactions with your organization.

Ultimately, the organization of insights in this structure helps your teams develop insights beyond process – the functional and emotional needs of patient-families as expressed at each step of their journey.

Physician experience mapping reviews the holistic experience beyond the referral. This includes interactions like liaison visits, CME, consultations, second opinions, and other activities outside of the actual treatment of their patients.

      • Brings attention to the entire relationship, not just the process of referring
      • Leverages industry experience and insights for physician relationship management
      • Provides an in-depth assessment of physician functional and emotional needs
      • Ensures a shared level of empathy
      • Imparts key tools to translate such into action
      • Recognizes the unique relationships between referring physicians, faculty, staff, patients, and families
      • Provides comparisons to industry leaders at various levels of maturity
      • Uncovers attitudes and expectations to develop a common understanding of the current situation and form consensus around which opportunities to pursue
      • Enables real-time service recovery and experience monitor through our dashboards

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