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Concentra is Writing a New Prescription on Health Care With Outstanding Service
Date:2/28/2011

tice, 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
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SOURCE Concentra
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