The willingness to recommend (WTR) question on patient satisfaction surveys is a macro-level measure that can feel impossible to influence.
Yet to move the dial on your HCAHPS rankings, you need to be concerned about this measure that surpasses everything else in terms of meeting and exceeding patient expectations.
This presentation will focus on specific actions senior leaders can implement to enhance patients’ likelihood to recommend.
Content will include:
- Best practices of hospitals with WTR of 90% or more
- Social media, online reviews
- Rapid service improvements to create consistent, reliable experiences
- What you need to stop saying to patients and families
- The best advocates you’re not watching
- Effective and ineffective testimonials
- Who talks, who walks? Tracking exit, voice and loyalty
- 10 questions to map out your strategy
“Excellent, loved the examples.”
James L. Matney
President & CEO
Colquitt Regional Medical Center
“Great presentation! This issue is a highest priority and Susan demonstrated and challenged me to know there is always more we can do to create greater patient experiences. Terrific examples about how websites, the Internet and social media can be robust in creating patient and physician loyalty.”
Elbert T. McQueen
Senior Vice President
“Really enjoyed the Kansas examples and excellent stories.”
Jeremy Armstrong, FACHE
Mitchell County Hospital Health System
“Excellent, enjoyed the examples.”
Roosevelt Warm Springs Hospitals
Warm Springs, Georgia
“Susan is a great speaker, really enjoyed the presentation. She did a great job. I liked that she used local examples.”
Dodge County Hospital
I hope this sparks your interest and makes you think: “This is what our organization needs right now.”
You can call me at 203-966-4880 or email susan (at) susanbaker (dot) com to discuss your upcoming webinar or event.