RESEARCH & ANALYTICS Data and analytics are powerful tools to shape our operations. Within TouchPoint we can use analytics to solve the unique problems our clients may face or spur change. It’s about using the data that we generate as a company to guide our decisions going forward. Instead of data being the “exhaust” or byproduct of doing business, it can be the fuel that facilitates change.
Analytics engagements are scoped following an assessment of the need and can take many shapes, including:
PATIENT SATISFACTION A deep dive on patient satisfaction can help you quickly react and align services related to patient feedback. By identifying the “root cause” of low satisfaction, we can isolate an effective action plan. Are there specific patient segments that you aren’t connecting with? What targeted actions can you take to curb declining scores? STAFFING OPTIMIZATION This type of analysis helps us ensure that we staff to actual demand and thereby align our structures for maximum efficiency. Properly staffing to meet demand will help us improve the bottom line and satisfaction. ASSOCIATE ENGAGEMENT A deeper analysis on your operation’s associate engagement data will help us identify specific action plans for your team. We mine survey data, conduct sentiment analysis and factor analysis to identify local or national “people strategies” that will improve engagement. SAFETY Keeping our associates safe is core to who we are. When a pattern of safety challenges are evident, we analyze the root causes to guide our support teams to hot spots. This allows us to provide additional training exactly where it is needed.
MENU ENGINEERING BASED ON CONSUMER DEMOGRAPHICS If retail sales are lagging, it might be valuable to assess local demographics and menu trends. We want to understand what options are available outside the hospital and where customers might choose to dine in the community. Customizing menus to local food favorites and forecasting future trends can help you better align your offerings to the preferences of your hospital’s associates and visitors. POS MINING In addition to consumer demographics, POS data can shed light on your visitors’ preferences and willingness to spend. Letting buying patterns dictate our retail offerings allows us to drive efficiencies and make customers happier in the process.
Analytics is about solving problems, spurring solutions and impacting results
F OO D S E R V I C E A N D PAT I E N T D I N I N G C S T S AV I N G S
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