Enhance Patient Services

Improve Satisfaction. Upgrade Care.
Enhance Communication. Spread the Word.

Improve adult and child-centered emergency care - through the eyes of your market.

At the end of the day, everything we in the field of emergency medicine do should revolve around our patients. Are they as happy as can be despite their circumstances and our challenges? Are they comfortable and well-cared for? Are we reaching everyone we ought to be reaching? Is there anything we could or should do better?

Through interviews and focus groups, Petrack Consulting assesses the barriers and opportunities your facility, center or practice is facing; and we work with leadership to improve patient satisfaction and overall customer service. We evaluate, assess, recommend and implement programs and initiatives that help you understand and tackle the various issues that surround satisfaction, such as facilities and equipment, and staff and physician culture, to name just a few. Please call or e-mail us if you have a need that is not specifically mentioned here; chances are, if it's emergency-care-related, we can help.

Customer Service and Satisfaction Enhancements

• Gain a valuable market perspective of your facility, center or practice when we assess your entire operations through the eyes of the consumer.
  
  
• See your vision for excellence in care come to life as we identify barriers to enhancing satisfaction through a gap analysis; and then as we help you develop a plan to quickly and cost-effectively move you from your current to your desired state.
  
  
• Find out what you need to do to enhance satisfaction for children and adults when we evaluate your organization's communications.
  
  
• Improve medical outcomes and family satisfaction by implementing a cost-effective child-life program to help children, families and staff deal with a difficult environment and stressful procedures.
  
  
• Gain greater market share when we evaluate or develop a plan to help you enhance communications and relationships with local referring physicians.
  
  

Equipment and Facilities Assessments

• Reduce risk and improve readiness when we assess your organization's emergency equipment and medications to determine if appropriate equipment and dosage forms are available for all age groups.
  
  
• Create a more child- and family-friendly emergency department when we assess your facility's design and highlight opportunities for change.
  
  

Departmental Culture Improvements

• Improve staff morale, address departmental relationship concerns and enhance team-building efforts using the methodology of Appreciative Inquiry. Your culture will change for the better when your staff sees and acknowledges their strengths and then learns to build on those assets to address more difficult challenges.
  
  

Development of Marketing Materials

• Increase your community's recognition of your facility as a provider of pediatric and family emergency services as we work with your marketing department to develop promotional materials targeted to consumers and/or local referring physicians.

Development of Pediatric Urgent Care Services

• Prepare to strategically expand your market reach while leveraging as much as possible of your current investment when we evaluate your facility's current urgent care structure including staffing, operations, interface with the adult component, protocols and opportunities for improvement.
  
  
• Launch your urgent care right-right from the start-when we assist you with the development of policies and procedures that incorporate today's best practices; appropriate for urgent care centers near the emergency department and freestanding.
  
  

Physician Coaching Services

• Improve physician loyalty and morale with our focused one-on-one collaborations with individual physicians to enhance their interactions with patients of all age groups and their families. Specific attention is directed to:
  
  
  • Communication styles,
  • Appropriate interactions based on the developmental stages of patients,
  • Working with difficult families or colleagues,
  • Communication pearls for use in everyday interactions, and
  • Medical issues as they may arise.

Pediatric Emergency Readiness for Physician Offices

• Be equipped with the emergency equipment and medications you need.
  
  
• Establish sound office procedures based on best practices for emergency care.
  
  
• Instill confidence in yourself and your staff as we review cases and role-play common emergency scenarios.
  
  
• Significantly reduce risk with our pediatric risk reduction program:
  
  
  • Focus on the practice of current, evidence-based pediatric emergency medicine.
  • Get focused feedback on improving documentation and systems.
  • Improve communication skills and systems for children and families with education, case studies, role playing.
  • Be alerted to and educated in specific high risk pediatric areas.
  • Keep quality of care in check with a new or improved pediatric quality improvement program, with benchmarks and indicators for continued monitoring.

Find out more about...
Addressing Administrative Challenges | Enhancing Patient Services | Empowering and Training Staff