Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.
NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health record (EHR) vendors to partner with in 2016 by Becker’s Spine Review, our team of almost 3,000 employees provide software, training and support to approximately 90,000 individual healthcare providers at nearly 7,000 organizations throughout North America.
Upon joining the organization in late 2013, it was evident that the organization was multi-divisional and did not share a common platform for managing client feedback. The company’s client base–primarily healthcare providers, practitioners, and other stakeholders–were being surveyed independently by divisions and departments, with no centralized ownership of the client experience. Thus, there was no formal structure or process to manage accountability within each team or to collaborate across teams and generate strategic visibility of client feedback throughout the organization.
Breaking Down Silos to Act on Feedback
With several goals to be accomplished, the first objective was to design a company-wide, comprehensive Voice of the Client (VoC) program to consolidate all client feedback; evaluate captured insights; and use the consolidated data to establish priorities for the company as a whole rather than relying on unconnected pieces of input.
Next up, was to create a mechanism to measure the client experience and all elements that comprise of the client experience across every touchpoint in the company. Looking at the client from a holistic perspective.
Finally, driving a culture of continuous improvement, to significantly increase client satisfaction and loyalty levels. All while, ensuring clients’ concerns are elevated to the right people and close the client feedback loop.
Connecting with Clients at Every Touchpoint
After researching and evaluating several options, NextGen Healthcare implemented the MaritzCX survey platform and case management to disseminate surveys and experience evaluations, centralize client feedback and provide frontline workers with real-time information for better decision making to continually improve the client experience, focused on driving actions.
Last year, NextGen Healthcare distributed almost 100,000 evaluations or surveys across different touchpoints associated with the client’s journey. No stone is left unturned. For example, evaluations are distributed at the conclusion of all webinars and training events, also after beta testing and product upgrades. And most recently, NextGen Healthcare published a Voices Inspiring Progress (VIP) landing page for client communications. Moreover, to help bolster response rates on their Annual Relationship Assessment, NextGen offered incentives for multiple winners to receive complimentary access to their user group meeting, including a VIP reception for these award recipients.
Action Plans Drive Positive Change
Client feedback and insights has been leveraged, which has resulted in more than 40 action plans and workstreams to improve the client experience. These improvement action plans have driven organizational change, improved client satisfaction and instilled client loyalty. New action plans are continually added based on the opportunities for improvement realized from customer feedback. These action plans are tied to the company’s Client Experience (CX) pillars, which are based on the overall drivers of CX improvement.
Over the past 24 months, our Net Promoter’s Score (NPS®) has increased almost 40 points, while overall client satisfaction scores (CSAT) have experienced a 30 percent improvement. Our VoC team uses the case management process to ensure that client concerns are heard and acted upon immediately. This process empowers frontline workers with a comprehensive view of the client, enabling them to use real-time information to make decisions that improve service and increase client satisfaction.
VoC-Driven Improvements Continue
NextGen continue to invest in the delivery of great client experiences. For example, NextGen replaced their client support center with a single client portal for service, support, knowledge and training with the NextGen Healthcare Success Community. The Success Community is the technology platform that offers a new, more intuitive and user-friendly way for clients to engage and interact with one integrated platform.
Moreover, client feedback highlighted the need for a dedicated point of contact for all clients. Essentially driving the focus around client centricity. This began a journey to place the client at the heart of the business–shifting the business direction and focus toward client success. Accordingly, the Account Management organization has expanded their resources by 300 percent, with an objective of providing every client with a single point of contact to help ensure their success. This initiative has made immediate and major impact; as this is consistently, the highest rated service team within NextGen.
Client Satisfaction a Top Priority
NextGen has driven and implemented numerous initiatives in direct response to client feedback, and communicates these improvements to clients regularly, reinforcing their appreciation for collaborative client partnerships that produce important insights. The new client-centric approach has even changed NextGen’s Management Incentive Program and Employee Incentive Plan. Rusty Frantz, President and CEO of NextGen Healthcare, believes that product quality and superior client service go hand-in-hand, and as such, has designated client satisfaction as one of the three primary metrics upon which all teams are evaluated.
NextGen drives client-centric change throughout the organization by relying on their highly developed VoC program. The ongoing change and continuous improvement is empowering long-term, sustainable client success while simultaneously creating consistently great client experiences every day.
What Does Winning Look Like to NextGen Healthcare?
Clients appreciate that we’ve eliminated ticket bouncing. A single support generalist now owns a support ticket, with problems escalated to the appropriate specialist, thereby improving ‘first call’ resolution. This enables faster resolution to support calls, which saves both time and money. Our first call resolution has improved by more than six percent this past quarter.
The expanded Account Management organization has made an immediate and major impact on the client experience; as this is the consistently, highest rated service team within NextGen.
Client centric culture shift, one employee shared, “If it results in our ability to deliver an integrated, cohesive, intuitive set of products and services to our clients…then that will be the most important thing. If this allows our clients to succeed, then we will succeed.”
Additionally, some measurements of client success:
- Improved NPS by almost 40 points and raised client satisfaction by over 30 percent
- Increased client support satisfaction 15 percent and enhanced the client care experience 19 percent
- 95 percent of clients stated their experience has remained the sameor improved
- 86 percent of clients would recommend NextGen Healthcare Practice Management Solution
- Awarded highest in Client Satisfaction for NextGen Ambulatory EHR by Black Book
- Received Best in KLAS 2017 award for Most Improved Physician Practice Vendor for Practice Management solution in 75+ provider segments
- Managed relationship, transactional and ad hoc surveys on a single platform to 100,000 individuals
- Achieved 35 percent participation rate on relationship survey and 50 percent overall client participation