The Patient-Centered Payoff: Driving Practice Growth Through Image, Culture, and Patient Experience

For the first time medical practices and organizations are about to see their income either increase or decline based on regulations that directly measure patient care and satisfaction. CMS has now made the patient experience its business. The patient experience is critical to the future of healthcare and the cost of care. Practices that have paid little attention to this in the past can learn how to improve the patient visit through the environment, culture and the actions of physicians and staff. Learn the steps your practice can take to reap the many payoffs of achieving high patient-centered standards without having to make a big financial investment. In The Patient-Centered Payoff: Driving Practice Growth Through Image, Culture and Patient Experience, authors Cheryl Bisera and Judy Capko explain how healthcare professionals and organizations can thrive in the new patient-centered environment. In their book, Judy Capko and Cheryl Bisera describe how the patient-centered movement has changed medical practice and offer insights into the opportunities this new environment provides to practices. As in Judy Capko's bestselling books, (Secrets of the Best-Run Practices, 2nd Edition and Take Back Time--Bringing Time Management to Medicine) The Patient-Centered Payoff: Driving Practice Growth Through Image, Culture and Patient Experience is clearly written, engaging, and packed with easy-to-implement ideas. What the book covers: * How create an impressive image * Identity: Knowing who you are and expressing it with conviction * Defining your online presence and protecting your online reputation * Developing a patient-centric office culture * How to live and measure your adherence to your mission * How to speak the language of patients * Evaluating your patient's experience (a look in the mirror!) * Making patients feel at home when they visit your facility Benefits *Discover how to succeed in the rapidly growing patient-centered care movement. *Includes carefully chosen case studies that highlight successes in building a patient-centric medical practice. * Learn how to deliver customer service that delights patients. *Gain valuable insight into how practices should claim and take control of their online presence. * Take advantage of a list of twenty one things you can do now without breaking the bank. * Leverage tools to evaluate your existing office culture and transform it into one that creates an exceptional environment for patients and staff. Fortunately, there are many steps a practice can take to develop an attractive, engaging presence without making a big financial investment. In this book, doctors and medical practice administrators get a practical guide to creating a positive practice image which grows a loyal, referring patient base. It includes advice on how to measure performance and maintain accountability; how to define your practice image and express it with conviction; and how to manage your online and social media presence. It also offers a list of twenty-one steps practices can take right away without breaking the bank. This book provides all the tools practices need to begin reaping the many benefits to running a profitable patient-centered practice. By following these recommendations by Capko and Bisera, medical practices will improve their competitive position, gain financial incentives with payer reimbursement, and grow a loyal patient base.

About the Author :
Judy Capko is the founder of Capko & Company, a national healthcare management and marketing consulting firm. She specializes in medical practice operations and practice building techniques and focuses on maximizing resources, building patient-centered strategies and valuing staff contribution. Judy believes we achieve our greatest results by raising others up. Thousands of physicians and administrators have benefited from her advice and innovative, energetic approach to organizational management and strategic planning for more than 30 years. Judy is the author of the 3rd edition of "Secrets of the Best-Run Practices," and "Take Back Time-Bringing Time Management to Medicine." Published by Greenbranch Publishing. She is featured and published in more than 50 prestigious national medical journals. She has also written by-line articles for the Journal of Medical Practice Management, Urology Times, Eye World, Repertoire, Physicians Practice and Practice Link. Cheryl Bisera is an author, speaker, and the founder and leader of Cheryl Bisera Consulting, an image development and marketing firm focused on the healthcare industry. Her firm's key differentiators are attention to internal marketing, practice branding, and patient experience training. Cheryl firmly believes marketing is not only an external activity-it's also the influence every staff member has on each patient's experience and perception of the practice or healthcare organization. A passion for excellence in developing the patient experience and practice image has earned Cheryl impressive testimonials from clients. She speaks for regional medical management organizations and conducts customer-service workshops and training sessions for her clients. She is published in leading industry journals, including Podiatry Management, Physician Magazine, and the Journal of Medical Practice Management, and has also been featured on the popular KevinMD blog.

Review :
With the pending changes to our health care system, The Patient-Centered Payoff by Capko and Bisera is a welcome and necessary tool. It is concise, on-point and intelligible.. Thanks to Capko and Bisera for helping make this transition manageable. As a seasoned culture change consultant, I found myself nodding, smiling, and cheering when I read this book! Seriously, Capko and Bisera have nailed the essential components of patient-centered work with evidence-based research, case studies that hit home, and corroborating the many "lessons learned" in my own consulting practice. Their research statistics are truly robust but presented in user-friendly ways. Their case studies and "payoff" sections hit the mark. I could not put this book down! I am using it already and will share with others who are concerned as to how to create patient-centered cultures that work and pay off! This book is insightful, informative and a must-read to anyone who is involved in a healthcare practice. I have found it to be a wealth of information in a concise and focused manner. Judy Capko & Cheryl Bisera's easy-to-read, and even easier to adopt, approach to patient centered healthcare is a must read for doctors and groups who are focused on growing their practices while ensuring excellence in healthcare and a positive patient experience. Patients are making decisions about whether they will return for their next visit from the moment they make their appointment, walk through your front door, enter the examining room, and finally receive their bill. If you want patients who not only return for their next visit, but recommend you to friends and family alike - "The Patient-Centered Payoff" should be required reading for everyone on your team - it is literally the "secret to success" in today's and tomorrow's medical practices. This book is a great reminder what medicine is all about - taking care of patients. Besides that, it also point to the great truth about the business of medicine: if you want to survive and thrive, you have to keep your primary customer (patient)happy. You have to make them your raving fans. Only raving fans will overcome insurance barriers, ACOs limitations and physical distance to come to the practice they love and care about. At these days when, tremendous health-care changes are going on, keeping patients' interests in focus is more important than ever. So, go and get and read this book - it is worth every dollar and time spent on it.