Banner Health's Commitment to Customer-Centric Care and Operational Excellence (Full Transcript)

Speaker 1: Banner Health is an integrated health system with 28 hospitals, 8,000 doctors, and probably 400 different locations with everything from urgent care clinics to university medicine in partnership with the University of Arizona and cancer care centers with MD Anderson. So we span the full spectrum from bumps and bruises to the most complicated tertiary and quaternary care. The mission is very straightforward. We want to make health care easier so that life can be better.

Speaker 2: It's very important that our customers are able to have a voice. It goes along with some of the values that we have, which are to be customer obsessed. And if we're not listening and we're not responding in the way that our customers want us to, we're really not delivering value. We're the first stop for most of the people who are interacting with Banner Health, whether that be through social media or a call into our contact center. What happens after that a lot of times depends on what we do and say and ultimately how we make that customer feel.

Speaker 1: Just by a factor of four or five from any other thing that influences how people make decisions are those recommendations and ratings and reviews. If you've got a really happy, helpful message, especially if we're out there saying we're making health care easier so that your life can be better, and then when someone comes in and they just go to the urgent care or they go to the ER and it's not easy at all, if those don't match, our brand isn't authentic and we aren't living up to our brand messaging. We use reputation.com for operations management because we can see where we're consistently getting things wrong. If we're consistently having difficulties with parking in a certain area or we have difficulties checking in or with receptions in another area or difficulties actually getting appointments with a practice, we take a look at those on a regular basis and then we can make changes in our operations and it takes it out of the realm of opinion and makes it completely objective.

Speaker 2: Reputation.com has brought quite a few tools to us that we haven't had before. Our social media team is able to respond very quickly. It's real time for them to be able to respond. That's incredibly powerful for the customer and part of our mission. It is critical for any organization today to be responding to negative reviews and address the customers, not only for that customer, but for the other potential customers who are reading that post and seeing that Banner Health cares about them and wants to handle their issue. Some of the things that we see now are our customers are actually responding to other customers via social media. They were defending our company and being excited to do so because they were proud customers. They were proud of where they delivered and the experience that they had. So we are seeing more and more of that and it is a good feeling when you leave at the end of the day and you know that your patients have your back. They're excited to tell other people about their great experience. It's very rewarding.