Concentra Sets New Standard for Health Care With Outstanding Service

03/01/2011

Concentra is transforming the future of occupational and urgent care through a series of enhancements and improvements, creating exceptional and engaging experiences for clients and patients. Recent customer loyalty ratings (Net Promoter® Scores) show Concentra has joined the ranks of top U.S. consumer companies as a leader in delivering outstanding customer service.

During the past four years, Concentra, a leading national provider of employer health care services, has implemented a major customer-service initiative to expand its business model and focus on delivering great patient experiences. Based on input and feedback from clients and patients, Concentra has implemented a number of strategic initiatives intended to enhance outcomes and strengthen patient loyalty. These initiatives touch all elements of a patient's visit, including the medical-center environment, engagement with clinicians, medical procedures and models, and follow-up/referral processes.

“Getting better faster has always been central to our business model, but in the new consumer-directed health care market, customer service is paramount to future success,” said Ted Bucknam, president of Concentra Urgent Care. “We wanted to change the health care experience to one where patients were more confident and engaged in their own health and treatment, instead of anxious and apprehensive about the level and cost of care, and the experience they might have.”

Administered and calculated by Franklin Covey Co. through their Customer Loyalty Practice, patient satisfaction scores are collected across the nation by phone. The survey, conducted by Franklin Covey, also focuses on other key drivers of the patient experience, including wait times, the likelihood of recommending Concentra to others, and willingness to return for other health care needs. As a result of its focus on great patient experiences, Concentra has quickly increased its patient-loyalty scores to levels of other service-industry leaders:

  • Nationally, Concentra has a customer loyalty rating that is significantly higher than many other health care organizations, as well as companies in retail and lodging industries.
  • 65 percent of patients say they would recommend Concentra to friends and family, based on their own experience with the organization, according to internal data.
  • On average, Concentra sees 25,000 patients each day, approximately 6 million patients a year, creating millions of “fans” as a result of their exceptional patient experience.

“We have come a long way, and continue to hear stories about the exceptional care patients receive in our centers. However, we are not resting on our laurels, and are constantly looking at what can be improved, enhanced, or even added to our current service offering to help improve the health of our patients,” Bucknam added.

Concentra chose Franklin Covey's Customer Loyalty Practice to collect patient feedback because of the rigor of their survey process. Rather than using e-mail or web-based surveys, Franklin Covey surveys a sample of patients from every center, using person-to-person, out-bound phone surveys.

Sandy Rogers, general manager of Franklin Covey's Customer Loyalty Practice said, “Concentra is committed to the accuracy and quality of its customer satisfaction data, not just data that feels good. Because of this, Concentra not only has high customer-loyalty ratings, but accurate customer-loyalty data. We've been very impressed by their commitment to driving greater patient satisfaction with integrity, discipline and caring.”

This data, along with other market trend information, is helping to drive the future of Concentra – including its comprehensive health and wellness offerings. Concentra has implemented the same measurement standards for all its business units, helping to create great experiences for clients and patients regardless of how they interact with the company.

Franklin Covey's survey data is displayed on a customized dashboard which was created for Concentra called Vital Signs, which maintains key metrics for each location. Concentra leaders use information from Vital Signs to track performance on patient-experience measures, address specific issues, and monitor progress in every center. Vital Signs and the customer-service survey are integrated with effective execution training, helping Concentra colleagues advance processes to improve patient satisfaction scores.