Bogota, Columbia

Brooke Billingsley will be a keynote speaker at the Customer Service Management Forum 2010 in Bogota, Columbia on July 27.  She will be speaking on Customer Service Strategies for a Successful Business.

According to Brooke, “A key component to a successful business is understanding what the customer wants and following through to deliver it.  I hope to share some valuable insights for business owners both healthcare and otherwise, but I am certain to learn a great deal about our expanding global economy as well and am excited about taking this message to another continent. ”

SHSMD in Chicago

Kevin Billingsley will be joining Walt Kinsey of St. Rita’s Medical Center to present “What one can learn from 44 years at Macy’s: Changing the hospital’s culture one employee at a time” on September 14 at the Society for Healthcare Strategy & Market Development Conference in Chicago.

Billingsley and Kinsey will be sharing their extraordinary success conducting patient experience “deep dive” interviews on the unit/departmental level over the past few years.  The process derives from Kinsey’s long and distinguished career at Lazarus and Macy’s.   As a longtime consultant at St Rita’s, Perception Strategies joined forces with Kinsey to help meet internal demand for the Deep Dive Program.

Perception Strategies responded today to Senator Tom Coburn’s (R-Oklahoma) idea to use undercover patients to rein in healthcare fraud at yesterday’s White House Health Care Summit. 

Co-Owner Brooke Billingsley conducted an interview with Talk Radio News, a news source for 350 talk radio outlets nationwide which resulted in the following release http://talkradionews.com/2010/02/diagnosis-pending-on-undercover-patients/.

The news outlet cited Perception Strategies as a known leader in healthcare mystery shopping as the reason for the contact.

Sometimes in order to improve the patient experience you have to take the message to out of the way places. In this case, Co-Owner and Vice President Brooke Billingsley is offering her speaking skills to University at Sea attendees aboard a new Holland America ship.

Brooke will be joined by Dr. Tray Dunaway in presenting the topic “Communication to Improve Patient Compliance.”

University at Sea is an opportunity for clinical professionals who want to earn CME while touring the Caribbean. Brooke says, “I’m excited to be given this opportunity to share best practices and successful case studies of healthcare organization who have used mystery shopping to improve the patient experience.”

To contact Brooke about speaking at your healthcare organization, call us toll free at 877-546-0970.

Perception Strategies is currently conducting half-hour interviews with each employee of a 28-bed renal telemetry unit as part of an ongoing effort by St. Rita’s Medical Center to help management improve the patient experience and to provide the unit’s manager with tools to increase employee satisfaction.

The Lima, Ohio hospital has systematically been performing these audits for the past year and has elicited Perception Strategies help to accelerate the process. Once the audits are completed, Perception Strategies will sit down with the manager and administrators to present the findings, make recommendations, and work with the manager to implement a plan of action. (more…)

With the launch of a new Perception Strategies website, the company is adding video production and qualitative research services to its current roster of healthcare perception services.

“Video production is a natural extension for us because it is a dramatic way to share consumer perception especially when combined with patient interactions,” said Perception Strategies president Kevin Billingsley. (more…)

Perception Strategies has been targeted by an individual pretending to be a Perception Strategies human resources employee.   He is using a non-business e-mail to contact prospective mystery shoppers.  The goal of this person or persons is to involve shoppers in the bogus practice of sending money from retail outlets such as Western Union.  If you are solicited by these individuals posing as Perception Strategies employees and the posting is for retail mystery shopping, please contact your local authorities immediately.