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Gallup: Take Care Clinics top in customer service

BY Antoinette Alexander

CONSHOHOCKEN, Pa. The results are in, and Take Care Health Systems has good reason to celebrate. Recent Gallup research on customers and customer engagement found that Take Care Clinics rank among the top 10% of all organizations globally in engaging their customers.\

"Take Care Clinics are built entirely around the patient, with the goal of delivering high-quality, affordable and convenient health care on the patient’s terms," stated Sandy Ryan, chief nurse practitioner officer for Take Care Health Systems. "Our nurse practitioners and physician assistants are committed to making sure every patient leaves our clinics with not just a good experience, but a great experience. Gallup’s results validate the mission we set out to achieve and confirm that we are on point in not only delivering quality care to our patients, but in delighting them at every interaction."

More than 50,000 Take Care Clinic patient respondents have been captured to date via on-site kiosks at more than 350 clinic locations. Gallup validated these results through a nationwide, random outbound phone study. Results of that study indicated that the on-site kiosk data provided an accurate portrait of Take Care Clinics’ patient-engagement performance.

The research is based on a measure of customer engagement Gallup has developed that quantifies the strength and nature of a customer’s connection to a company. Gallup’s metric assesses the emotional bonds of confidence, integrity, pride and passion that reflect a company’s customer relationships. Gallup has found that without a strong emotional bond, satisfaction is meaningless. 

The data found:

  • Take Care Clinics received the highest satisfaction ratings from more than 9-out-of-every-10 patients, compared with the typical company in Gallup’s database that receives the highest satisfaction from just 1-in-every-3 customers;
  • More than 9-out-of-every-10 patients strongly felt that the nurse practitioner or physician assistant spent enough time with them, and a similar number strongly felt that the nurse practitioner or physician assistant carefully listened to them and explained things in a way that was easy to understand; and
  • Take Care Clinics strongly engaged more than 3-out-of-every-4 patients. The typical company in Gallup’s database strongly engages less than 1-in-5 of its customers.

 

"In today’s consumer-driven healthcare environment, engaging patients is far more powerful than simply satisfying a patient. Not only is satisfaction a poor indicator of future behavior, but more importantly, engagement may be predictive of a patient’s willingness to make changes necessary to improve [his or her] health," added John Fleming, Gallup principal and chief scientist customer engagement. "Take Care Clinics’ commitment to delivering an outstanding and engaging patient experience is clearly evident in their world-class results." 

"Take Care Clinics believes that an engaged patient leads to better adherence," Ryan noted. "If a patient believes in the provider who is giving the advice, [he or she is] more likely to follow the treatment protocol that has been put together. This includes taking medication as prescribed, seeking follow-up care or making a lifestyle change. The patient is also more likely to return to a Take Care Clinic because of the great experience and care received."

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Industry voices support for meth act

BY DSN STAFF

WASHINGTON —The industry-supported Combat Methamphetamine Enhancement Act, H.R. 2923, passed muster at the House Committee on Energy and Commerce last month. The bipartisan bill now has moved before the full U.S. House of Representatives for approval.

The bill would require retailers to self-certify with the Drug Enforcement Administration that they comply with current safeguards. These safeguards prevent single customers from purchasing suspiciously large quantities of certain products, require distributors of these products to sell only to retailers who are registered with the DEA and establish civil fines for those who fail to comply with the regulations.

“Our membership has long supported both local and national efforts to combat methamphetamine abuse and production,” Steve Anderson, president and CEO of the National Association of Chain Drug Stores, wrote in a July 28 letter to the Committee on Energy and Commerce. “In fact, even before the introduction of state and federal legislation, the majority of the chain pharmacies took voluntary, proactive steps to reduce the theft and illegitimate use of products containing pseudoephedrine…. Moreover, our members have worked closely with DEA and state and local law enforcement officials since 1995 to stem the tide of methamphetamine production in communities across the United States.”

In addition to NACDS, the bill also is supported by the Community Anti-Drug Coalitions of America, the National Fraternal Order of Police, the Healthcare Distribution Management Association and the Consumer Healthcare Products Association.

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What’s Hot: Garnier enters no-frizz biz

BY DSN STAFF

PARIS —Many women go to great lengths to have frizz-free hair, and some even will spend hundreds of dollars for professional salon treatments. Now they can get sleek locks at home for a fraction of the price with the new Garnier Fructis Style Sleek & Shine Blow Dry Perfector.

This new two-step kit promises to smooth, de-frizz and de-bulk hair for up to seven shampoos. First, apply the Smooth-It serum to clean, damp hair, and leave it on for 20 minutes before rinsing. Then apply the Heat-Activated Perfect-It cream and blow-dry or flat-iron as usual. The results are expected to last for up to seven shampoos as hair gradually returns to its pretreatment state.

The nonpermanent styling aid works best on medium to thick hair and is safe for color-treated hair. The kit hit retail shelves in July and has a suggested retail price of $11.99.

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