Item 3.2 - Voice of the Customer (45 pts.)                                                                                                                                                       Process

HOW do you obtain information from your PATIENTS and STAKEHOLDERS?

HOW do you use information from your PATIENTS and STAKEHOLDERS?

Describe also HOW your organization listens to your PATIENTS and STAKEHOLDERS.

Describe also HOW your organization acquires [PATIENTS and STAKEHOLDER] satisfaction and dissatisfaction information.

Describe also HOW PATIENT and STAKEHOLDER information is used to improve your marketplace success.

Within your response, include answers to the following questions:

3.2a. PATIENTS and STAKEHOLDERS Listening

(1)     HOW do you listen to PATIENTS and STAKEHOLDERS to obtain actionable information and to obtain feedback on your HEALTH CARE SERVICES and your PATIENT and STAKEHOLDERS support?

HOW do your listening methods vary for different PATIENTS, STAKEHOLDERS groups, or market SEGMENTS?

HOW do your listening methods vary across the stages of their relationship with you?

HOW do you follow up with PATIENTS and STAKEHOLDERS on quality of HEALTH CARE SERVICES, PATIENT and STAKEHOLDER support, and transactions to receive immediate and actionable feedback?

(2)     HOW do you listen to former PATIENTS and STAKEHOLDERS, potential PATIENTS and STAKEHOLDERS, and PATIENTS and STAKEHOLDERS of competitors to obtain actionable information and to obtain feedback on your HEALTH CARE SERVICES, PATIENT and STAKEHOLDER support, and transactions, as appropriate?

(3)     HOW do you manage PATIENT and STAKEHOLDER complaints?

HOW does your PATIENT and STAKEHOLDER complaint management PROCESS ensure that complaints are resolved EFFECTIVELY and promptly?

HOW does your complaint management PROCESS enable you to recover your PATIENTS’ and STAKEHOLDERS’ confidence, and enhance their satisfaction and ENGAGEMENT?

HOW does your complaint management system enable aggregation and ANALYSIS of complaints for use in improvement throughout your organization and by your PARTNERS, as appropriate?

3.2b. Determination of PATIENT and STAKEHOLDER Satisfaction and ENGAGEMENT

(1)     HOW do you determine PATIENT and STAKEHOLDER satisfaction and ENGAGEMENT?

HOW do these determination methods differ among PATIENTS, STAKEHOLDER groups and market SEGMENTS, as appropriate?

HOW do your MEASUREMENTS capture actionable information for use in exceeding your PATIENTS and STAKEHOLDERS expectations and securing their ENGAGEMENT?

HOW do your determination methods enable aggregation and ANALYSIS of data for use in improvement throughout your organization and by your PARTNERS, as appropriate?

(2)     HOW do you obtain and use information on your PATIENTS’ and STAKEHOLDERS' satisfaction relative to their satisfaction with your competitors?

HOW do you obtain and use information on your PATIENTS’ and STAKEHOLDERS’ satisfaction relative to the satisfaction LEVELS of PATIENTS and STAKEHOLDERS of other organizations providing similar HEALTH CARE SERVICES or to health care industry BENCHMARKS, as appropriate?

(3)     HOW do you determine PATIENT and STAKEHOLDER dissatisfaction?

HOW do your MEASUREMENTS capture actionable information for use in meeting your PATIENTS’ and STAKEHOLDERS’ requirements and exceeding their expectations in the future?

HOW do your determination methods enable aggregation and ANALYSIS of data for use in improvement throughout your organization and by your PARTNERS, as appropriate?

3.2c. ANALYSIS and Use of PATIENT and STAKEHOLDER Data

(1)     HOW do you use PATIENT and STAKEHOLDER, market, and HEALTH CARE SERVICE offering information to identify current and anticipate future PATIENT and STAKEHOLDER groups and market SEGMENTS?

HOW do you consider PATIENTS and STAKEHOLDERS of competitors and other potential PATIENTS, STAKEHOLDERS, and markets in this SEGMENTATION?

HOW do you determine which PATIENTS, STAKEHOLDER groups, and market SEGMENTS to pursue for current and future HEALTH CARE SERVICES?

(2)     HOW do you use the PATIENT and STAKEHOLDER, market, and HEALTH CARE SERVICE offering information to identify and anticipate KEY PATIENT and STAKEHOLDER requirements (including HEALTH CARE SERVICES and HEALTH CARE SERVICE features) and changing expectations and their relative importance to PATIENTS’ and STAKEHOLDERS’ health care purchasing or relationship decisions?

HOW do you identify and anticipate how these requirements and changing expectations will differ across PATIENTS and STAKEHOLDER groups, and market SEGMENTS and across all stages of their relationships with you?

(3)      HOW do you use PATIENT and STAKEHOLDER, market, and HEALTH CARE SERVICE offering information to improve marketing, build a more PATIENT- and STAKEHOLDER-focused culture, and identify OPPORTUNITIES for INNOVATION?

(4)     HOW do you keep your APPROACHES for PATIENT and STAKEHOLDER listening; determination of PATIENT and STAKEHOLDER satisfaction, dissatisfaction, and ENGAGEMENT; and use of PATIENT and STAKEHOLDER data current with HEALTH CARE SERVICE needs and directions?

Notes:

N1. The “Voice of the CUSTOMER” refers to your PROCESS for capturing PATIENT- and STAKEHOLDER-related information. Voice-of-the-CUSTOMER PROCESSES are intended to be proactive and continuously innovative to capture stated, unstated, and anticipated PATIENT and STAKEHOLDER requirements, expectations, and desires. The GOAL is to achieve CUSTOMER ENGAGEMENT. Listening to the voice of the CUSTOMER might include gathering and integrating various types of PATIENT and STAKEHOLDER data, such as survey data, focus group findings, and complaint data that affect health care purchasing and ENGAGEMENT decisions.

N2. PATIENT and STAKEHOLDER listening information could include health care service utilization and marketing data, CUSTOMER ENGAGEMENT, win/loss ANALYSIS, and complaint data. “Actionable information” refers to specific aspects of your HEALTH CARE SERVICES and interactions that affect PATIENTS’ and STAKEHOLDERS’ future relationships with your organization.

N3. Determining PATIENT and STAKEHOLDER satisfaction and dissatisfaction (3.2b) might include use of any or all of the following: surveys, formal and informal feedback, account histories, complaints, win/loss ANALYSIS, PATIENT and STAKEHOLDER referral rates, and information on the timeliness of service delivery. Information might be gathered on the Web, through personal contact or a third party, or by mail. Determining PATIENT and STAKEHOLDER dissatisfaction should be seen as more than reviewing low PATIENT and STAKEHOLDER satisfaction scores. Dissatisfaction should be independently determined to identify root causes of dissatisfaction and enable a SYSTEMATIC remedy to avoid future dissatisfaction.

N4. Other organizations providing similar HEALTH CARE SERVICES (3.2b[2]) might include organizations that are not competitors but provide similar SERVICES in other geographic areas or to different populations.

For additional description of this Item, see 3.2 Voice of the Customer Description.