Gallup study shows clinics know how to ‘Take Care’
CONSHOHOCKEN, Pa. —Take Care Health Systems, which is owned by Walgreens, built its retail-based clinics around a patient-centric model, and the success of that model is evident in the results of recent Gallup research.
The research on customers and customer engagement found that Take Care Clinics ranked among the top 10% of all organizations that Gallup measures globally in engaging their patients and customers. The research is based on a measure of customer engagement Gallup has developed that quantifies the strength and nature of a customer’s connection to a company. Gallup’s metric assesses the emotional bonds of confidence, integrity, pride and passion that reflect a company’s customer relationships. Gallup has found that without a strong emotional bond, satisfaction is meaningless.
The data found:
Take Care Clinics received the highest satisfaction ratings from more than 9-out-of-every-10 patients, compared with the typical company in Gallup’s database that receives the highest satisfaction from just 1-in-every-3 customers;
More than 9-out-of-every-10 patients strongly felt that the nurse practitioner or physician assistant spent enough time with them, and a similar number strongly felt that the nurse practitioner or physician assistant carefully listened to them and explained things in a way that was easy to understand; and
Take Care Clinics strongly engaged more than 3-outof-every-4 patients. The typical company in Gallup’s database strongly engages less than 1-in-5 customers.
The results of the study are important for several reasons. In today’s consumer-driven healthcare environment, simply satisfying a patient is not enough. Patients want to feel a personal connection; they want to be engaged. Furthermore, the role of retail-based clinics will become increasingly important since healthcare reform means that about 30 million people who currently are uninsured will have health-care coverage, and this comes against the backdrop of a physician shortage and overflowing emergency rooms.
The opinions of more than 50,000 Take Care Clinic patient respondents have been captured to date via on-site kiosks at more than 350 clinic locations. Gallup validated these results through a nationwide, random outbound phone study. Results of that study indicated that the on-site kiosk data provided an accurate portrait of Take Care Clinics’ patient-engagement performance.
Pittsburgh Business Group on Health’s LivingMyLife program to expand
PITTSBURGH The Pittsburgh Business Group on Health’s LivingMyLife program, which helps diabetes patients with disease management through the use of “coach pharmacists,” will soon do the same for those with other diseases, according to published reports.
The Pittsburgh Tribune-Review reported Friday that LivingMyLife also would help patients with asthma and heart disease. The program, which began in 2006, allows patients to manage their disease with visits to pharmacies, mostly Giant Eagle, Kmart and some independents.
The announcement was made at the annual healthcare symposium of the group and involved more than 100 attendees, the newspaper reported.
DSC debunks industry misconceptions at briefing
WASHINGTON The Congressional Dietary Supplement Caucus, in cooperation with two trade associations representing the dietary supplement industry — the Natural Products Association and the Council for Responsible Nutrition — held a briefing on Capitol Hill Thursday in an effort to debunk some of the untruths and misconceptions about the dietary supplement industry and its role in Americans’ wellness regimens.
“It’s all about prevention. Prevention is the new mantra among consumers,” suggested guest speaker Patrick Rea, publisher and editorial director of Nutrition Business Journal.
Speaking to an audience of staff members from the House of Representatives and Senate, Rea said that even during tough economic times, consumers turn to dietary supplements as an important part of their immunity and prevention plan.
“Consumers looked at supplements as one way through the recession to help take care of themselves. Health is recession resilient, and the sales over time support this fact,” Rea said.
Rea addressed several “industry myths” –– including the notions that dietary supplements are unnecessary because people get what they need from food, that people really do not want to take supplements, that the pharmaceutical industry will destroy the dietary supplement industry and that the industry is unregulated.
“Our numbers show that somewhere between 60% to 80% of Americans take supplements, and 48% of them consider themselves regular users,” Rea said.
Rea also mentioned the growing acceptance of dietary supplements among conventional health practitioners, and the growing trend among pharmaceutical companies to develop their own versions of products usually sold as supplements.
“In a study of healthcare professionals, 72% of physicians and 89% of nurses are dietary supplement consumers, and 79% of physicians and 82% of nurses recommend dietary supplements to their patients,” Rea noted.
Regarding industry regulation, Rea countered that the supplement industry is one of the more highly regulated industries and that the industry welcomes those regulations. “[For example], a lot of the [dietary supplement] companies are rallying behind the [good manufacturing practices] regulations,” he said. “They want it to be known that they are a GMP-compliant company. And, the Dietary Supplement Health Education Act made claims rules clear and has really helped the industry focus and develop.”