Unrivaled Results
Elevate
Health Outcomes
Increase
Retention
Grow
Referrals
Boost
Your Bottom Line
The Original Patient Experience Company
SLG partners with clients to assess patient satisfaction and offer actionable and effective improvement strategies.
It All Starts With The Survey
Measure satisfaction to get a handle on how your patients view your practice and discover your opportunities to improve.
Flexibility & Customization
We offer flexible distribution methods and survey form customization to create a program that will best meet your needs.
Real-time feedback
Patient feedback is captured as soon as a patient enters their survey responses and is available immediately via our Online Reporting Portal.
Dashboard
Take a deeper look into your data with our custom, interactive dashboard. Track responses, comments, composite scores and much more.
Online report access
Our Client Portal includes an extensive set of reports, with access levels tailored to each organization.
Online Ratings Tool
Prompt patients to leave feedback on Yelp or Google following survey completion.
Additional Service Recovery
Our Request-for-Contact Management tool offers extended service recovery to patients.
Benchmarking by speciality
We survey over 3,000,000 patients each year, providing a robust data set with over 1,800,000 responses, covering more than 42 specialties, over the past 3 years.
Easy-to-read reports
Using input from physicians, healthcare leaders and statisticians, our reports are designed to be statistically reliable and easy-to-understand.
Regression analysis
Our statisticians provide linear regression modeling, helping you understand what aspects of the care experience are most predictive of your key drivers and what is most important to your patients.
Patient Responses in our 3-year database
1,801,086
Dig deeper beyond your patient survey data
Insider Engagement Surveys
Measure the perceptions of critical workplace factors, which directly correlate to patient satisfaction.
Set priorities for improving:
- Insider Satisfaction and engagement
- Loyalty
- Commitment to Your Mission
Referring Physician Surveys
What do patients say when they return to their primary care physician? Learn how your referral sources rate your practice using surveys. You can also use this as an opportunity to market your practice and offer new information about providers, services, and hours.
Mystery Patient Shopping
Feedback from our mystery shopping programs provide additional layers of data in understanding how patients experience your practice. We offer:
- Mystery Patient Calls
- Mystery Patient Visits
- Self-Directed Mystery Patient Visits
- Sit & See Observations
"SullivanLuallin Group brings a wide ranging experience and deep insight into patient needs. Their presentations are engaging, realistic and actionable."
-Chief Medical Officer
Connect
Scripts for making a positive first impression
Listen
Techniques for making patients feel heard
Explain
Strategies for ensuring that patients understand instructions
Ask
Scripts to ensure that patients have all their questions answered
Re-connect
Techniques for ending the encounter on a positive note
Training and Coaching
Clinician Seminars
The provider-patient relationship is the single biggest driver to patient satisfaction so it's vital that clinicians have the knowledge and skills to ensure a more positive patient experience. Seminar themes include:
- Clinician-Patient Communication
- Getting Real About Burnout
- Motivating Patient Behaviors
- Managing Patient Expectations
- The Power of Emotional Connection
- Efficiency and Flow
Online Physician Communication CME
SLG has partnered with Astute Doctor Education to bring CME-accredited web-based clinician-patient communication training to your physicians.
Delivered in 15-minute interactive segments, these courses include:
- Engaging, self-paced content
- Simple-to-access material for all medical practice specialties
- Patient-centered empathic interpersonal communication techniques
- Practical strategies that address common challenges facing providers
Clinician Shadow Coaching
One-on-one shadow coaching by an experienced, objective third-party gives providers immediate feedback:
- During a typical workday
- In a natural setting
- With their actual patients
Service Quality Training
Implement targeted service protocols for healthcare employees to ensure a consistent, positive experience at each and every patient touchpoint.
A Total Improvement Strategy
The ability to manage for change is crucial to any continuous improvement effort. Following an organization’s assessment efforts and improvement activities, a critical stage is ensuring that the effort and resources invested are properly managed and sustained.
Industry Partnerships
