Healthcare is inundated with data. As an industry, we are obsessed with measuring everything under the sun. The problem? All these numbers do not really tell the story. We need to move away from data for data’s sake and towards quality, actionable data that is easy to access and allows us to act and make good business decisions. How do we get there?
We start by getting to the heart of what really matters: your organizational goals. All of that data needs to be collected in a way that supports the business strategy. And in healthcare, you already know what matters. Whether the goal is to improve customer satisfaction, operational efficiency, business value, or people management, measurements can be taken to improve quality and efficiency.
Once you have clarified what matters, then you can pick out Key Performance Indicators (KPIs), which are wonderful tools that can be used to eventually drive business decisions. Only after your goals are identified and your KPIs chosen do you finally turn to the variety of metrics at your disposal.
For example, let’s say your organization has decided that Customer Satisfaction is the number one priority. The goal of your KPI is to answer the question, “How well am I serving my customers?” To continuously get an answer, you examine quality metrics and First Contact Resolution, which indicates how often a patient had her issue resolved the first time around and is often correlated to patient satisfaction. You can replicate the process whether your goal is to improve business value or manage people better.
Some find this process overwhelming, but there is good news. The technology already exists that can help you trend your data so you know where your organization specifically needs to focus. Great speech analytics software is like a quality monitoring program on steroids. The technology is so advanced that besides monitoring agents’ talents and opportunity areas, it can actually track the patients’ needs and trends, and in the process show you what should be a focus for your organization. Patients will tell you what you do well and where you are best in class, and they will tell you where you could be serving them better. This is called the Voice of the Customer, and you’ll never go wrong listening to it. Analytics software provides the trend data to feed into your metrics that make up your KPI. In other words, it’s all connected.
On Thursday, August 25th, we are joining the speech analytics company CallMiner on a webinar to talk about today’s available technology. We’ll provide insight into the data that can help create scorecards and dashboards, as well as how to interpret that information so that you are listening to the Voice of the Customer. We will also demonstrate how speech analytics can help with patient journey mapping. We’ll show you what meaningful information looks like.
More data isn’t better. What is better is taking the right metrics and compiling them into dashboards and scorecards that quickly and easily give you status updates of your contact center, its agents, and the patient experience.
Photo from Wikimedia Commons.