!nspire Digital Solutions™

We partner with healthcare leaders to navigate the shift from transactions to amazing first experiences.

Consulting Solutions

Partnership CREED

Client Partnerships with a Trust Advantage

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Partnership CREED
Our Standard for Client Partnerships with a Trust Advantage

✓ The Inspire Digital Solutions Partnership CREED is our standard for effective and enjoyable client partnerships.

✓ This CREED enables us to add one plus one and together arrive at three.

1) The Client’s Agenda Supersedes All
Clarify and seek to fully understand the client’s most important desired outcome. Only when we are on the same page trying to accomplish the outcome(s) most important to the client can we enjoy synergy.

2) Add Ongoing Value to Clients through Influence, Ideas, and Tools

  • Influence: Connect people who can add mutual value. Good partnerships increase potential relationships.
  • Ideas: Add value through resources: articles, SPECIAL REPORTS, Webinars, and the National Advisory Council Mastermind.
  • Tools: Apply systems and practices proven to be successful. Systems are excellent pathways to achieve desired results. Practices are the best behaviors that contribute to desired results.

3) Tailor our Services to Meet Client Needs
Job 1 for us is to LISTEN to understand the client’s situation, challenges, and priorities. Only then can we align resources to add maximum value. We do that by asking questions and LISTENING deeply. Questions are effective connectors.

4) Never Violate Trust
Trust is the foundation of our client relationships. Once established, our client partnerships benefit from a trust advantage, which enables them to function more smoothly, more comfortably.

5) Exceed Expectations and Respect Relationships
Our goal is to consistently exceed the expectations of our client partners. Exceeding expectations builds respect. Client partnerships cannot thrive today on respect earned yesterday. It must be continually refreshed and re-earned.

 

“Victory is much more meaningful when it comes not just from the efforts of one person, but from the joint achievements of many.”
- Howard Schultz, Chairman and CEO, Starbucks

PX1 Act!vate

consulting partnership

Leverage Your Unique Patient Experience One (PX1) Differentiator

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PX1 Act!vate consulting partnership
Identify and Leverage Your Unique Patient Experience One (PX1) Differentiator

✓ How can you earn trust with each key stakeholder group? How can they become your advocates?

✓ How can you distinguish and separate the first experiences you deliver from all others?

✓ How can you make YOUR first patient experiences positively unforgettable?

PX1 Act!vate consulting partnership
Deliverables

  • Radical listening in-person and on-site to your associates (team members), your providers, your callers, your patients
  • Deep Insights Report
  • Your Unique PX1 Differentiator
  • Your PX1 Metrics Template
  • Action Plan Roadmap with your team


PX1 Act!vate
consulting partnership
Value

What is the financial value of unique first patient experience differentiation, of patients who publish kudos across social media, of catapulted satisfaction scores, of expanded revenue?

$1 million | year? … $10 million? … more?
What is the multiplied value across your health system?
What is the multiplied value for 5 years… 10 years?

Perhaps more importantly, what is the non-monetary value of memorable, differentiated first patient experiences…

…Transforming health status of those you serve?


PX1 Act!vate
consulting partnership
The 110% Guarantee

Our passion: Results that matter to you.

  • We establish one mutually defined vital metric that catapults the contact center’s standing as a priority across the enterprise
  • Examples:
    • First call satisfaction scores | PX satisfaction scores
    • Increased downstream net revenue initiated from the contact center
  • We’ll partner with you to achieve 110% of that metric within 12 months or less OR you’ll receive continued consulting support until that metric is achieved or mutually modified


No-cost 30 minute partnered support

Click the "Contact Us" tab at the top of the Website
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COMPLETE The quick form below

PX1 Optim!ze

annual subscription

Deliver Consistent, Amazing First Experiences

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PX1 Optim!ze annual subscription
Identify and Leverage Your Unique Patient Experience One (PX1) Differentiator

✓ Deploy a reliable template to differentiate first experiences

✓ Understand where you first experiences are NOW across first touchpoints

✓ Deploy a solution to optimize extreme service experiences across first touchpoints

PX1 Optim!ze annual subscription
Deliverables

  • Team PX1 SUMMIT: INSPIRE Reliable Experience Differentiation
  • Audit First Experiences Across Initial Touchpoints
  • PX1 Opportunity Report with team: Priority actions for consistent, amazing first experiences
  • Quarterly Metrics UPDATES: Team Plans for Improvement


PX1 Optim!ze annual subscription
Value

What is the value of consistent, amazing first experiences, of patients who share with their friends across social platforms, of improved satisfaction scores, of growing revenue?

$1 million | year? … $10 million? … more?
What is the multiplied value across your health system?
What is the multiplied value for 5 years… 10 years?

Even more importantly, what is the non-monetary value of consistent, amazing first experiences...

...Establishing a standard of excellence in quality care?

No-cost 30 minute partnered support

Click the "Contact Us" tab at the top of the Website
-OR -
COMPLETE The quick form below

Legacy Articles

The Intersection of Contact Centers and Patient Experience – Katie Owens, MHA and Richard D. Stier, MBA

Exit the call center. Enter the patient experience (PX) hub.

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The Contact Center’s Revitalized Role for Population Health Improvement – Richard D. Stier, MBA

Healthcare call centers are now more relevant than ever. They are a pivotal tool in meeting the triple aim objectives of improving the experience of care, reducing costs, and managing the health of a population.

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Reinvent Your Call Center’s Role: Five Solutions to Activate NOW – Richard D. Stier, MBA

Your call center is vital to your organization’s ability to harvest fees-for-service opportunities while concurrently supporting the emerging value-driven environment.

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7 Deadly Contact Center Sins for Supporting Population Health – Richard D. Stier, MBA

Healthcare call centers are profoundly relevant to today’s healthcare challenges, including managing population health. Call centers are assuming a critical role as communication hubs at the center of the healthcare continuum.

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Do More with Less: 15 Opportunities, 2 Mistakes, and 1 Performance Ceiling – Richard D. Stier, MBA

“Now more than ever, healthcare providers must begin to test innovative healthcare delivery and payment models such as accountable care organizations, bundled payments, clinical integration, and the patient-centered medical home,” states John Redding, MD, MBA. “Ultimately, providers will need to learn how to do more with less.”

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New Releases

"SHIFT FROM TRANSACTIONS TO AMAZING FIRST EXPERIENCES" MAY 31, 2018

The consumer has spoken. Patient experience is now healthcare’s core differentiator. In a recent study of 2,000 participants across five countries in four continents, six out of ten consumers identified patient experience as extremely important to them as they defined it. [Jason A. Wolf, Ph.D. Patient Experience Journal, Volume 5, issue 1, 2018]

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SPECIAL REPORT 1: Patient Experience (PX) Contact Centers Respond to a Confluence of Healthcare Challenges – Richard D. Stier, MBA

Patient experience failure, the incentivized reduction of avoidable readmissions, increasing rates of physician burnout and the escalating priority of revenue cycle management — have all combined to incubate an unexpected solution. The patient experience (PX) contact center is born.

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SPECIAL REPORT 2: Four Ways to Tell if Your Healthcare Contact Center Contributes to Patient Experience Failure – Richard D. Stier, MBA with Carol J. Cline and Laura Thompson, M.S., FNP-C

What is Patient Experience Failure? Currently, healthcare has a 29 percent Patient Experience Failure rate, according to research by Hospital Compare. Only 71 percent of inpatients receiving care report that they received the “Best Possible Care.”

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Contact Center’s Mature to Own the Patient Experience – Richard D. Stier, MBA

Over the past three decades, healthcare call centers have moved through a maturation process. They have migrated through a series of phases in response to environmental realities and organizational priorities.

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