Retail News Breaks
Study: Take Care Clinics excel in engaging patients
August 24th, 2010
CONSHOHOCKEN, Pa. – A Gallup study has found that Take Care Clinics rank among the top 10% of all organizations globally in engaging their customers, according to Take Care Health Systems.
The Walgreen Co. health clinic subsidiary said Tuesday that the research is based on a Gallup-developed measure of customer engagement that quantifies the strength and nature of a customer's connection to a company. Gallup's metric assesses the bonds of confidence, integrity, pride and passion that reflect a company's customer relationships, beyond customer satisfaction, according to Take Care Health Systems.
Among key findings, Take Care Clinic received the highest satisfaction ratings from more than nine out of every 10 patients, compared with the typical company in Gallup's database that receives the highest satisfaction from one in three customers.
More than nine in 10 patients feel strongly that the nurse practitioner or physician assistant spends enough time with them, and a similar number strongly feel that the nurse practitioner or physician assistant carefully listens to them and explains things in a way that's easy to understand, Take Care Health Systems said.
In addition, the research found that Take Care Clinics strongly engage more than three out of every four customers, whereas the typical company in Gallup's database strongly engages less than one in five customers.
"In today's consumer-driven health care 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 their health," stated John Fleming, Gallup principal and chief scientist for customer engagement. "Take Care Clinic's commitment to delivering an outstanding and engaging patient experience is clearly evident in their world-class results."
Take Care Health Systems said more than 50,000 Take Care Clinic patient respondents have been captured to date via on-site kiosks at its over 350 retail clinic locations. Gallup validated the results through a nationwide, random outbound phone study, and results of that study show the on-site kiosk data provided an accurate portrait of Take Care Clinics' patient engagement performance, the Walgreens subsidiary added.
"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," commented Sandra Ryan, chief nurse practitioner officer for Take Care Health Systems.
"Take Care Clinic believes that an engaged patient leads to better adherence," Ryan added. "If patients believe in the provider who is giving the advice, they are 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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