PSMM Quiz
We know you face a critical challenge: delivering exceptional patient service while managing costs and growth. The Patient Service Maturity Model, backed by insights from over 5,000 providers, offers a proven pathway to transform your patient service.
Take this short assessment to identify the next steps to creating a full Patient Journey - helping you scale excellence across your entire organization
Standardizing Care
Congratulations on beginning your patient service transformation journey!
Your organization has taken the first steps toward establishing consistent patient service operations. At this stage, you're working to create standard processes, document call flows, and track basic metrics like call volumes and wait times.
Coordinating Care
Congratulations on establishing strong service foundations!
Your organization has successfully standardized key aspects of patient communication and is now coordinating care more effectively. You've implemented consistent processes, documented workflows, and begun tracking meaningful service metrics.
Automating CareFlow
Congratulations on achieving coordinated care delivery!
Your organization has successfully established strong coordination across patient service functions. You're effectively tracking resolution, collaborating across teams, and measuring performance through balanced scorecards. Now you're beginning to automate workflows to drive even greater efficiency and consistency.
Engaging Everywhere
Congratulations on achieving automated care workflows!
Your organization has successfully automated key aspects of patient service, with integrated systems, unified documentation, and robust reporting. Now you're expanding access through multiple channels and self-service options, meeting patients where they are.
Scaling Excellence
Congratulations on achieving omnichannel patient engagement!
Your organization has successfully enabled patients to engage through multiple channels, with extensive self-service options, online scheduling, and 24/7 availability. Now you're positioned to orchestrate growth by connecting marketing, service operations, and financial outcomes
Excellence Across All Stages
Congratulations on demonstrating excellence across all stages of the Patient Service Maturity Model!
Your assessment results show that your organization has successfully implemented best practices across the entire patient service spectrum—from standardization to coordination, automation, omnichannel engagement, and growth orchestration. This is a remarkable achievement that places you among the top healthcare organizations nationwide.
What You've Accomplished:
- You're building awareness of the importance of standardized care
- You recognize the need for consistent patient communication
- You've begun tracking basic service metrics
Your Next Steps:
- Develop a comprehensive procedure manual documenting all call center processes and regularly update it
- Implement standardized call flows for different patient scenarios to ensure consistent handling
- Track and trend key metrics including call volumes, wait times, and new patient appointments
- Set and monitor service level targets with the goal of answering 95%+ of non-clinical calls promptly
By focusing on these foundational elements, you'll reduce training time, improve answer rates, and create the consistency that patients and providers value. Organizations at this stage typically see immediate gains in efficiency and patient satisfaction as they move toward the "Coordinate Care" phase.
What You've Accomplished:
- You've established standardized call flows and procedures
- You're effectively tracking key performance metrics
- You've begun implementing accountability for call resolution
- Cross-functional teams are collaborating on workflow improvements
Your Next Steps:
- Develop a balanced scorecard that incorporates both quality and efficiency metrics
- Implement robust task assignment and tracking to ensure every patient interaction reaches resolution
- Create feedback loops between departments to continuously improve handoffs
- Engage executive leadership in setting patient experience goals and reviewing performance
By enhancing coordination across your organization, you'll significantly improve first-contact resolution rates and provider satisfaction. Organizations at this stage typically see reduced call volumes and greater operational efficiency as they begin their journey toward the "Automate CareFlow" phase.
What You've Accomplished:
- You've implemented effective coordination between service teams
- You're tracking task resolution and accountability
- You've established balanced performance metrics
- You've begun integrating systems and automating workflows
Your Next Steps:
- Fully integrate all patient communication channels into a unified system
- Implement comprehensive documentation automation to eliminate double-entry and reduce errors
- Develop real-time dashboards and analytics to monitor all aspects of call handling
- Use workflow automation to route calls, assign tasks, and ensure follow-through
By focusing on these automation initiatives, you'll significantly reduce training time, minimize errors, and enable your staff to focus on meaningful patient interactions rather than administrative tasks. Organizations at this stage typically see dramatic improvements in efficiency, with error rates approaching zero and staff shifting from clerical tasks to high-value patient engagement as they progress toward the "Engage Everywhere" phase.
What You've Accomplished:
- You've integrated most patient communication into unified systems
- You've automated documentation and workflow processes
- You have detailed analytics on call handling performance
- You've begun offering multiple channels for patient engagement
Your Next Steps:
- Expand self-service options across all routine patient needs
- Increase online appointment availability to 80%+ of your schedule
- Implement 24/7 service capabilities across multiple channels
- Develop cross-channel metrics to understand the complete patient journey
By extending your service capabilities across channels and timeframes, you'll significantly reduce call volumes while capturing revenue previously lost to after-hours and no-shows. Organizations at this stage typically see a 20-60% reduction in scheduling calls while improving patient satisfaction and loyalty as they move toward the final "Scale Excellence" phase.
What You've Accomplished:
- You've implemented comprehensive self-service capabilities
- You've enabled extensive online scheduling
- You offer services across multiple channels 24/7
- You've begun proactive patient engagement campaigns
Your Next Steps:
- Implement campaign tracking to measure revenue generated by specific marketing initiatives
- Automate the entire patient journey from initial contact through follow-up
- Optimize patient journeys based on comprehensive data analysis
- Develop integrated marketing and service KPIs to drive strategic growth
As a leader in patient service excellence, your organization is positioned to scale efficiently while maintaining exceptional quality. By connecting marketing efforts directly to service operations and financial outcomes, you'll be able to forecast demand, drive growth, and continuously optimize the patient experience.
Your achievement of the highest level of patient service maturity positions you as a benchmark organization. The ongoing opportunity lies in continuous refinement and innovation of your already exceptional patient service operations.
What You've Accomplished:
- You've built a standardized foundation with consistent processes and metrics
- You've established coordinated care delivery with cross-functional collaboration
- You've automated workflows to minimize errors and maximize efficiency
- You've implemented omnichannel engagement to meet patients where they are
- You're orchestrating growth by connecting marketing, service, and outcomes
Your Continuous Improvement Opportunity:
While you've achieved excellence across all stages, the most innovative organizations continuously measure and refine their operations against specific performance metrics.
Ready for the next level? Take our Metrics Self-Assessment
Our detailed metrics assessment will help you benchmark your current performance against industry leaders across critical metrics:
- Training time reduction (industry leaders achieve 70%+)
- Answer rate improvement (industry leaders achieve 95%+)
- Patient satisfaction scores (industry leaders achieve 35% higher than average)
- Cost reduction (industry leaders achieve 23% lower operational costs)
- Call volume optimization (industry leaders reduce scheduling calls by 20-60%)
- Speed of answer improvement (industry leaders achieve 50%+ faster response)
- Issue resolution time (industry leaders resolve issues 50%+ faster)
This complementary assessment will identify specific opportunities to further enhance your already exceptional patient service operations and maintain your competitive advantage in the healthcare marketplace.