Perception is everything, right? How much does the perception of our patients influence our ability to serve and treat them? What difference will perceptions make in the OTC environment? What do patients see that we don't see? What would they report to their friends, or online? How important is our relationship with our patients? Does it matter? Should it matter?
How will CMS (Medicare/Medicaid) reimbursement be influenced by patient satisfaction? How does the current CMS patient survey allow patients to provide feedback about their patient experience?
The relationships of trust we build with our patients have everything to do with their perception of us: how we speak, how we look, how we walk, what we wear, how we smell, and most of all, how we interact and respond to them in their hour(s) of need. Our personal values matter.
How they interpret the signals we provide (both direct and indirect) makes every difference in whether they even grace our office door! How they perceive us makes all the difference in how they receive our counsel, advice, and eventually how successful they are in their quest for good outcomes.
- Describe the current patient satisfaction environment and the impact of patient perception upon business.
- Identify personal values which influence our professional demeanor.
- Identify each patient "touch point" along the continuum of care which influences patient perception.
- Identify 3 personal actions to be taken, which may improve patient perceptions.
- Outline 3 strategic business actions to be taken which will positively influence patient perceptions.
About The Speaker:
Michael Page, AuD has served as a member of the Utah Cochlear Implant team, and as president, Utah Speech-Language-Hearing Association, member of the Primary Children's Medical Center Bioethics Committee, and board chair for the Division of Occupational and Professional Licensing. He has held adjunct faculty positions at Utah State University, Brigham Young University, University of Utah and University of the Pacific. He served as chair and committee member of the AAA Ethical Practices Committee, Manager of Audiology/Cochlear Implant Program at Primary Children’s Hospital (Salt Lake City), as well as various management and executive positions with industry. He is presently Chief of Clinical Operations for Numana Medical, functioning as a business consultant for audiology and healthcare practices specializing in aspects of ethical practice, professional boundaries, industry relationships, contract negotiations, employee relations, and strategic planning.