Although VIPs--very important patients--are typically thought of as patients of concierge services, Botsford Hospital in Michigan is turning the VIP idea into a reward system for loyal patients at the hospital.
Since the program launched in April, 580 patients have registered for the benefits program. As VIPs, the patients have access to a physician within 24 hours, free valet parking, discounts at the pharmacy and hospital gift shop, and coupons for health club memberships and the cafeteria, according to the hospital website.
"The benefit to the hospital is keeping patients, and keeping patients happy," said hospital Director of Marketing Lynn Anderson in a Farmington-FarmingtonHillsPatch article. "All hospitals are in competition, and we want patients to return to Botsford. If we can make their visit easier and make them feel special, that's the point. The whole culture of the hospital is patient satisfaction."
The trend to patient satisfaction in areas aside from just care has had hospitals recently vying for the advice of legendary customer service companies, including Ritz Carlton and Disney that each offer healthcare training. As patient satisfaction continues to play an important role in patient volume, it may be the little things in the patient experience that help.
For more information
- read the Farmington-FarmingtonHillsPatch article
- check out the Botsford VIP website
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