FOCUS ON
COMMUNICATION FAVORITE HOLIDAY TRADITION A relatively new concept, experience
Kelly Stillman
Director of Communications
management (XM) is a holistic approach
It’s the most wonderful time of the year!
prioritize and optimize every experience
The spirit of the season and time shared
is a shift in our thinking, which should
with loved ones is a gift far too often
thoughtfully encourage and empower all
taken for granted. As we close out 2018
team members to be forward-thinking,
and start anew in 2019, I’m thankful
and to delight our patients at every
for the gift of new opportunities and
touchpoint throughout their journeys.
that helps organizations measure,
colleagues, and the potential of our great organization. It’s exciting to join such a dynamic and innovative company; and, I’m grateful for the gracious welcome that all of you have shown me over the last couple of months. The last several years of my career have been focused on continuous improvement and ensuring the provision of compassionate, world-class care for patients. I’ve developed a true passion for this work. As we aspire to become Stronger Together through new affiliations and the creation of value across the DCA Family, it’s a pivotal time for the business. ‘Improving communication at all levels of the company, promulgating our culture of service, quality and success’ is one of the Vital Few for 2019. My focus will be to instill a culture focused on the DCA experience – to develop effective and meaningful communication, create a world-class patient experience and elevate the engagement of our doctors and team members across the country. “The Experience Gap” illustrates that 80% of companies believe that they provide a superior product or service, but only 8% of their customers agree.
80% 14
of CEOs believe they are delivering a superior experience
that we provide across the business. This
COMMUNICATION The creation of our company intranet, the DCA Insider and the recent Town Halls are a direct result of the feedback you shared during the last Team Member Engagement Survey. The underlying philosophy is simple: how we communicate with patients, providers and with each other is fundamental to building trust and satisfaction, which ultimately
As the weather started to turn cold, our Hoosier clan of family and friends would pile into cars and head to a local Christmas tree farm. The hunt for the perfect tree, lots of love and laughter, and time spent together is a memory that is always with me during this season. Today, I live to experience that with my son Finneus, as we pick out our tree and give thanks for our many blessings throughout the holidays.
and beyond” factor. Team member engagement is a proven driver of productivity, workforce creativity, revenue growth and customer experience That’s why how we interact with and treat each patient is just as important as the quality of care they receive. We must tailor the experience to meet the unique needs of each individual.
PATIENT EXPERIENCE
drives volume and growth.
It’s critical to understand our patient
Continued focus will be apparent as
and online reviews are not enough to get
we further develop tools like as D.I.C.E.
a complete picture. Patient experience
(www.dcadice.com), with new features
management programs track every
like interactive doctor and team member
interaction and analyze the feedback data
forums, the latest department news and
to close the gap between what customers
updates, an active directory with key
expect and what experience is currently
contact information and links to DCA’s
being delivered. Using innovative
and our affiliated practices’ social media
technology and tools, we must seek a
sites. We will continue to look for ways
deeper understanding of our patients’
to better communicate with you, to
needs and how we can work together to
ensure alignment to and execution of our
deliver the best possible experience.
organization’s goals.
TEAM MEMBER ENGAGEMENT Engagement is the emotional connection team members feel with DCA and therefore the extra energy and commitment they are willing to
experience, but widely-distributed surveys
In closing, I look forward to tackling all of these opportunities with you, and encourage your suggestions on how we can become Stronger Together. Please reach out anytime or email dcacommunications@dentalcarealliance.com.
expend. In other words, the “above
EXPERIENCE GAP
8%
of customers agree
