InMoment has been selected by autism therapy provider Hopebridge to implement a comprehensive program - Hopebridge Cares, which aims to enhance the experiences and satisfaction of clinicians and patient caregivers.
“Hopebridge is focused on making an impact in the lives of children, families, and communities touched by autism. We are thrilled to partner with them in providing an integrated solution that combines innovative technology and patient and employee experience expertise to further their mission. It's an honor to join them in their effort to deliver best-in-class healthcare services,” said Mehul Nagrani, Managing Director, North America, InMoment.
Hopebridge Cares is a program in the autism healthcare sector that focuses on gathering and utilizing feedback from caregivers of patients enrolled in therapy, as well as Board Certified Behavior Analysts (BCBAs), Behavior Therapists, Speech Therapists, Occupational Therapists, and support administrative staff who work with them.
The therapy provider has implemented a continuous improvement program that actively seeks feedback from patients' caregivers and clinicians throughout their treatment journey. By actively listening to their feedback and acting upon the insights gathered, Hopebridge has achieved a high Overall Satisfaction (OSAT) score of 90, surpassing the healthcare industry benchmark of 79.
Additionally, the program includes a mechanism for always-on listening to gauge the Voice of the Employee (VoE), enabling the measurement of employee engagement, satisfaction, and retention and ensuring that staff members remain content, regardless of their stage in the employment journey.
“At Hopebridge, we know that great care comes from a great understanding of our patients and employees’ needs. That starts with active listening. Working with InMoment has given us the opportunity to improve our feedback loops, which in turn allows us to make informed, proactive decisions to consistently improve our patient care, patient outcomes and staff experience, Our team is committed to the continual advancement of our science, and ultimately providing quality, compassionate care for children with autism and their families across the country,” says Chris Sutton, Chief Marketing Officer at Hopebridge.
Hopebridge is committed to continually enhancing the customer experience (CX) and employee experience (EX) strategy. This includes utilizing a sophisticated patient care satisfaction model, implementing post-discharge surveys, and adopting an employee journey cadence.Meanwhile, InMoment has recently unveiled new and innovative capabilities of its XI Platform, which allow organizations to track the impact of customer experience initiatives on their business.