Competition in health care is nothing new, but some competitors are. As traditional providers vie with like competitors most know how to compare and promote clinician skills and technology that differentiate them. But when health care professionals go head-to-head with newcomers skilled in the high-touch retail aspects of customer service they may feel like a fish out of water. First of all, a customer-centric mission with actionable outcomes is vital to holding and building market share. Many organizations are now tapping individuals and teams in the C-suite or on the frontline to determine what can improve the patient experience.
ImageFIRST jumps onboard as a vital partner in improving the patient experience. Patients make decisions about where to seek health care, but it is difficult for them to judge quality of clinical technology, so they seek and trust their caregiver’s guidance. However, when it comes to the customer experience, the patient can definitely judge the quality of that visit and that includes everything from attitude to convenience and comfort.
ImageFIRST, the largest and fastest growing provider of healthcare garments, patient apparel and linen rental and laundry services to medical facilities throughout the continental U.S. and Puerto Rico, is at the forefront of customer care. They use their knowledge and experience to help providers step up to improve the often anxiety-ridden visit for their patients. Quality patient gowns, for example, that are soft thick warm and cozy offering full coverage minus stains and rips is a giant step in the right direction.
Our clients’ patients appreciate comfort, privacy and even style factors that impact gown and linen fashion and functionality. Additionally, easy access for clinicians to perform procedures is another important factor to consider in patient attire. Finally, the size ratio from petite to plus sizing is tailored to the patient population.
Women’s Health Focus
A prime example is the company’s focus on women’s health—particularly during October, Breast Cancer Awareness month. Hospital and outpatient customers recognize that coming for a mammogram, or any diagnostic or therapeutic procedure test is typically not a favorite on a women’s to-do list. If she doesn’t have a positive experience, she may postpone follow-up causing serious health concerns. ImageFIRST’s Comfort Care® line features exceptionally comfortable, luxurious gowns and cozy robes. The fabric is warm yet light and breathable, with a soft texture and drape like a natural fiber cloth comparable to 5-star hotels. The cozy pink gowns are designed to add comfort to the mammogram visit. And, making the experience spa-like can elevate the consumer status ratings of your institution.
According to Executive Vice President Jay Juffre, ImageFIRST collects patient feedback to make sure they are on the right track to increased satisfaction by checking customer input regarding styles, comfort, fashion and luxury. In fact, they are so confident in their product line they offer a “Plush Promise” which guarantees at least a 50% jump in patient perception of the facility compared to the gown used previously. “We’ve earned up to 150% jumps in patient satisfaction and organizational reputation,” he said.
“Because women are typically the shepherds of family health choices, we respond to their observations and expand our products to other areas of patient care. There is no ‘one gown fits all’ solution. Specialties ranging from sports medicine, pediatric medicine or cosmetic surgery to imaging, senior services or obstetrics obviously require a different range of sizes and styles. Above all, sanitized products for safety and health concerns is vital to reduce infections and readmissions which impact patient outcomes and institutional reputation.
‘We deliver a higher quality product, because whether a patient is lying on it or wearing it, the feeling they get permeates their whole experience,” explained Juffre.
Whether patients are getting the all-clear or more challenging health results, heightening the experience will keep providers in the game. “Quality products play a huge role in that sought-after status,” he added.
And, the ImageFIRST soft spot for women’s health satisfaction extends beyond comfort to community caring. For example, they offer a new Comfort Care maternity gown with both ease of skin-on-skin, mom/baby and breast-feeding access which includes extra modesty coverage for all body types—all while donating a portion of the rental fees to pediatric cancer research.
No-Worry Inventory
Finally, ImageFIRST enables clinicians to focus on health care while their customer associates check inventory.
“ImageFIRST associates are constantly monitoring service to make sure customers’ needs are met on time, in advance of crises or in a timely response to a planned marketing promotion. A 24/7 user-friendly customer portal details current linen supplies. If needed, a Customer Advocate is available to answer a call to supplement any needs on the spot,” Juffre explained.
There is no doubt, by putting patient and client needs front and center, ImageFIRST has tallied a 98 percent customer retention rate—among the highest in the industry.
“We work hard on customer retention, and we earn some of the highest customer loyalty scores across all industries,” said Juffre. We know higher patient satisfaction is important to provider reputation, so we do our part to help our customers.”
