Hospitals Can Build Physician Loyalty through Better Service

What is loyalty? The dictionary defines loyalty as: 1.The quality of being loyal to someone or something. 2. A strong feeling of support or allegiance. I imagine that very few people would think of the word “physician” when speaking of loyalty, except one particular group of individuals: hospital executives.

When it comes to loyalty, physicians are top of the mind for hospitals executives. Why is this? The answer is easy: Because physicians are the drivers of the economic healthcare engine for patients and patient services.

There is a great deal of competition for these physicians in today’s healthcare environment. Hospitals are continually seeking new ways to attract and retain the loyalty of their affiliated and non-affiliated doctors, often using new technologies and financial support in their efforts.

What drives physicians to remain loyal and view the hospitals where they refer in a positive light? Based on numerous industry studies and interviews with physicians, the key driver to physician loyalty is superior hospital customer service and quality care.  Affiliated and non-affiliated physicians are more likely to refer patients to hospitals which they believe provide optimal care and services. This could include things such as quick turnaround on ordered tests, availability of services, knowledgeable nursing/medical staff and ease of obtaining information. Physicians are genuinely interested in giving quality care to their patients and they expect the same commitment from their hospital.

Today’s hospitals need an easy and cost-effective way to connect their affiliated and non-affiliated physicians to their vital radiology and clinical lab services with cost-effective alternatives to expensive and time-consuming EMR interfaces.  This kind of technology offers hospitals a solution to help them connect their physicians, while providing a competitive advantage by assisting them in growing market share, increasing referrals and retaining loyalty gained by improved service levels.

Hospitals have a growing need for partners who understand the requirements placed on their referring communities by Meaningful Use and the new ACI program requirements. As these demands on the referral community grow, so does the level of frustration for hospitals. The right connectivity solutions can provide your physicians with the capabilities required to support MU compliance and the transition to the new ACI program, while helping you improve your bottom line with improved service levels and increased physician loyalty.