Improving Patient & Employee Satisfaction

Allegiance’s Value Proposition

1. Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC Picker, etc.)

2. Instant-ready compliance for unscheduled audits/mitigate risks

3. See the critical connection with employee engagement, and how to reduce turnover and increase productivity

Allegiance at a Glance

Customer & employee engagement solutions company

More than 27 years of feedback research & experience

Over 1,900 customers in multiple industries• Including healthcare, banking, retail, telecom and others

4 consecutive years of triple digit growth

95% customer retention

Industry Recognition

What We Do

We help companies manage their customer and employee loyalty and engagement like an asset

We offer the professional services and best practices consulting needed to support you every step of the way

Allegiance’s Healthcare Customers

EngagementMore than satisfied and more than loyal.

Engaged customers and employees go out of their way to show their association with a company & act as an influencer/promoter.

Repeated, satisfied interactions that strengthen their emotional connection with a

brand.

SatisfactionA measure of how

products and services supplied by a company meet or surpass customer

expectation.

LoyaltyA predisposition for a customer

to respond favorably and consistently toward the

brand/company.

What is Engagement?

EngagementMore than satisfied or loyal.

Customers & employees go out of their way to show association and promote the company.

An emotional connection w/exponential business increase.

LoyaltyResponds repeatedly, favorably; maintains consistent business

SatisfactionProducts &

services meet or surpass

expectations;no guaranteed

repeat business

Active $$$$$

Passive $

Organizations with Engaged Customers Enjoy:• Improved customer loyalty (80

percent)• Increased revenue (76%)• Increased profits (75%)

Source: Economist Intelligence Unit

Why Engagement Matters

Employee Engagement Benefits:

• Employees stay longer• More productive/customer

focused• Reduced voluntary and

involuntary separations• Better morale/attitude • Reduced sick days

Why Engagement Matters

Challenges Facing Hospitals Today

Increasing pressure to improve their operations• Increased patient expectations/choices

• Multiple departments within organization

• Subject to unscheduled regulatory audits

• Strong need to mitigate risks

• Outdated reporting methods

Staffing shortages/Employee attrition • Employees expect more

• Higher salaries• Better benefits

• Likelihood to leave is higher• Costs for training are higher

How Allegiance Helps You Measure, Manage & Predict Engagement

Allegiance – The Only Comprehensive Solution

Real-Time, Actionable Insights

Benefits – The Payoff

Improve Your Patient Satisfaction Scores

HOW: Allegiance PatientVoice

BENEFITS

Helps uncover and resolve issues while patient is at facility & before they receive discharge survey

Improves staff communication & confidence

Easily enter data gathered through patient rounding by various departments/employees

Perfectly complements established discharge survey practices, such as Press Ganey/HCAHPS

How…

RoundingAllows you to keep all rounding logs and patient feedback/concerns across organization in one place

Keeps staff more informed about patient needs/issues as well as quickly sync up with others on rounding

Proactively provide excellent care

Discharge CallSurvey

Increases patients’ perception of service and satisfaction

Proactively identify problems

Increase staff accountability

Log calls post discharge

Compliance Audit Ready/Instant Risk Mitigation

BENEFITS

Proactively identify and address patient care issues & minimize risk of litigation

Facilitates and supports regulatory compliance in grievance resolution and process improvement areas

Be instantly ready to present status on response plan effectiveness (for audits) & ensure the plan is being followed

HOW: Allegiance PatientVoice

How…

Process ImprovementGrievance Resolution

How…

Streamline patient complaint management processes

Rapidly resolve patient concerns and issues

Enables quick, virtual team meetings regarding response & resolution vs. physical meetings

Identify and prioritize areas for process improvement

Develop the right response plans that will make the biggest difference

Reduce Employee Turnover/Increase Productivity

BENEFITS

Hear & respond in near real-time to employee concerns and issues

Understand the real drivers of employees by segments

Reduce employee turnover and increase productivity, saving time and money

HOW: Allegiance EmployeePulse & EmployeeVoice (and ActiveSurvey)

How…

Employee Engagement• Identify and reward outstanding

employee efforts by department or individual

• Develop the types of programs that matter most to employees

• Foster a culture of greater passion and accountability

Conclusion

1. Improve your patient survey satisfaction scores (HCAHPS, Press Ganey, NRC Picker, etc.)

2. Instant-ready compliance for unscheduled audits/mitigate risks

3. See the critical connection with employee engagement, and how to reduce turnover and increase productivity

Get the Information You Need

Read this case study

Robert Wood JohnsonUniversity HospitalHamilton

…Plus, other paperson engagement

www.allegiance.com/library

Get a personalized, no-obligation demo from AllegianceCall 1.801.617.8000, or email sales@allegiance.com

Thank You

Appendix

Only comprehensive Enterprise Feedback Management (EFM) solution

Ability to gather and respond to feedback in real-time

Provides you with actionable data

Aligns with your current patient discharge process

Can be used with or separate from patient satisfaction surveys

Delivered as a software-as-a-service (SaaS) offering

Easy to use and implement

The Allegiance Advantage

Allegiance @ Work in Healthcare

Robert Wood Johnson Hospital

- Leading academic medical center

- 2004 Baldrige Presidential Award Winner

- Treats 15,000+ patients annually

- Increased patient satisfaction scores from

67% to 90% as a result of best practices

and use of Allegiance

- Vastly improved efficiencies and

streamlined processes

“We have industry leading satisfaction scores as a result of our best practices, and the Allegiance Engage solution is a critical element of that success.” -- Monica Olaff, Patient Relations Manager, RWJ Hospital Hamilton

Allegiance @ Work in Healthcare

Holy Cross Hospital

- 600-bed hospital; treats 15,000 patients

annually

- 90 departments; 33 medical offices

- Improved patient satisfaction scores

- Streamlined patient feedback

management/ grievance processes

- Reduced time required to gather/report on

grievances from hours & days to minutes

- Now able to respond instantly to

unannounced regulatory audits

“When any of our state regulatory agencies walk in to investigate a complaint, we have to have that information immediately. We can’t be looking through binders.

Now, with Allegiance, I’m able to get all of the information that we need and give resolution to my VPs and senior administration team in a matter of minutes.”

-- Gina Seneca, Manager Guest Relations, Holy Cross Hospital