Patient expectations for their service experience in outpatient centers are rising. In this environment, providers often struggle with how to create and maintain a strong service culture and how to promote their commitment to service excellence in a manner that stands out in a crowded market.
JD Power believes that an outstanding patient experience creates the basis for a powerful brand that promotes a positive reputation and attracts referrals and new patients. How can outpatient facilities better listen to patients, both as a means to achieve higher service excellence and distinguish their facility from competitors?
The Solution
The JD Power Distinguished Outpatient Center ProgramSM is a combined service improvement and recognition program designed to drive the highest levels of patient satisfaction and meaningfully differentiate outpatient facilities based on actual patient accounts of their service experience. JD Power listens to the voice of the patient and uses this information to isolate critical elements that influence patient satisfaction. This allows outpatient facilities to understand what influences patient satisfaction and focus resources on those actions that can have the most dramatic impact on patient experience.
Improved Satisfaction and Loyalty
The Distinguished Outpatient Center Program is a powerful performance improvement tool. JD Power surveys patients recently treated at your facility about their perceptions of their experience, and compares the results to benchmarks derived from the JD Power National Outpatient Center Performance Study,SM which is based on research conducted among several thousand patients across the country.
This program enables outpatient facilities to:
- Identify the most important components that shape the patient experience
- Evaluate your facility’s strengths and weaknesses, compared with national benchmarks
- Pinpoint actions that result in the greatest improvement in the overall patient experience
- Focus on key steps that can invigorate your service culture
- Prioritize immediate and practical steps that may result in higher levels of patient satisfaction and long-term loyalty
Accreditation
Outpatient facilities that perform in the top 20th percentile, compared with the National Outpatient Center Performance Study, are eligible for JD Power accreditation in the Distinguished Outpatient Center Program.
This recognition helps to energize external marketing activities by demonstrating achievement of service excellence, allowing your facility to:
- Advertise your center as a JD Power Distinguished Outpatient Center
- Differentiate your facility in marketing and recruitment materials, as well as patient educational materials and communication
- Accelerate word of mouth marketing—one of the most powerful tools for attracting new patients and business
- Recognize doctors, nurses, technicians and other employees
- Attract top talent and donors by demonstrating superior performance against national benchmarks for patient experience
- Celebrate your achievement as a high performing outpatient center or practice
The Benefits
Comparing the patient experience at your facility to national benchmarks provides insight to guide performance improvement activities. For those centers achieving the highest levels of service excellence, JD Power recognition can help increase the visibility of your accomplishments.
What is unique about the Distinguished Outpatient Center Program?
Outpatient centers today may select from a number of award and recognition programs designed to promote their patient experience accomplishments. Several factors make the Distinguished Outpatient Center Program unique:
- JD Power conducts primary research with your patients to illuminate where there are opportunities to improve the service experience, providing insight not available from some award programs.
- JD Power evaluates the relative impact of various factors that drive patient satisfaction, showing facilities how performance at specific touch points influences the whole experience.
- Our highly experienced healthcare team will help your center or practice identify the path forward to improve performance and better position your practice in the market.
- The JD Power brand is highly recognized and trusted as an independent, third-party source.