Category: Motivational Speaker

Scott Burrows, Sales Team Inspirational Speaker

You May Be Your Biggest Competitor

Speaking to sales teams or individual sales reps about overcoming objections, I like to casually ask this question: “Just out of curiosity, who is your biggest competitor?” Most will answer, “In my space, it is ‘X’.” They will name a specific company. Yet, every once in a while, one person will answer “It’s me, Scott, my greatest competitor is the person I have to look at in the mirror.” To that person, I give a knowing nod and smile.

Look Deep Within

It is Bill Gates who is famous for saying “I am not in competition with anyone but myself. My goal is to improve myself continuously.” He is right.

Sales, as we should know, is not a business skill, but a way of life. In effective selling I believe we must overcome objections to ourselves first, and then to our family, friends, prospects and ultimately, customers. I first learned this valuable lesson in the most unlikely of places, the hospital, after a life-changing diagnosis and in front of the toughest customer I would ever face — myself. After an accident I went from being an athlete to a quadriplegic. I learned to see myself in wellness and not as a disabled person; to not pity myself when I measured progress in quarter inches, not feet; and to overcome negativity and the hundreds of excuses I could have made for myself. I had a choice to overcome objections or give into them.

It was during my recovery that I took a sales position in the financial and insurance industry and within five years I became a member of the Million Dollar Round Table.

Don’t Invite Me to the Pity Party

In life, there are always people who will say, “I wouldn’t blame you if –” (you gave up, or quit this job, went into another field, or moved away). These are often the same types who will convince themselves that the competition is too much, or the product or service your team is selling is inadequate.

I first encountered this attitude in rehab.

They would wrap their pity in comments telling me they never thought I could have come “this far,” or to accept what couldn’t be changed. I chose not to listen. I knew there were still improvements I could make to my health challenge and to not accept that I had done all that I could. I was learning important lessons of overcoming sales objections.

Just as a lawyer never asks a court witness a question they can’t already answer, as a sales person there should be no opposition to a sale you can’t answer. In fact, before going into any presentation know exactly how you will respond to an objection.

If you don’t know information on the customer before you call on them, chances are the sale is lost before you make it. When I was in rehab, I could have defined myself as someone with a terrible back injury. Instead, I studied everything about my injury, I asked a thousand questions and I was determined to understand that no two injuries are identical. It gave me a well-spring of optimism and a commitment to always do my best. I didn’t know how far I could go; I only knew that in terms of my own life or in selling against competitors, I could do more than accept a situation; I could overcome the challenge in front of me. Of course, I learned a sense of acceptance, but the acceptance was never based on pity. If I had a bad day in rehab or lost a sale, I knew the next day would be better. It always was.

Truth is, I have had more good days than bad. I faced down the toughest competitor I ever had and sold him on the future.

 

Contact Scott Burrows, Keynote Speaker on Overcoming Objections for Sales Teams through this website or call us at: (520) 548-1169

Scott Burrows, Inspirational Speaker for the Meeting Planning and Incentive Industries

“Does Our Industry Need Meetings Anymore?”

 

As a keynote speaker who works extensively with meeting planners and companies in the incentive industry, I know all too well about doom and gloom forecasts when it comes to industry meetings.

These are uncertain times for trade shows and the exhibition industry, and with it, meeting planners and incentive executives are often confused as to how to project into the future.

In March 2017, David McMillin in writing for the Professional Convention Management Association (PCMA) fired a warning shot that too many took to heart without reading the entire article:

“All good things must come to an end. After 25 consecutive quarters of year-over-year growth for the exhibition industry, the economists at the Center for Exhibition Industry Research (CEIR) received the first dose of negative news with a 0.4-percent decline…” However, McMillin continued that there was “plenty of upside depending on how international trade and modernization of the industry would unfold in 2018.” Turns out, he was right.

In March 2019, the CEIR “Total Index” showed a strong 2018 rebound:

“The growth of the [meetings] industry, as measured by the CEIR Total Index, accelerated from a year-over-year gain of 0.9 percent in the third quarter to 2.5 percent in the fourth quarter.”

CEIR Economist Dr. Allen Shaw, stated: “The performance during the fourth quarter shows the resilience of the exhibition industry despite uncertainties surrounding the trade negotiation with China, volatile stock markets and slowing world economic growth.”

Shaw pointed out that while there have been huge gains in the Food, Government, and Raw Materials and Science sectors, on the other hand Consumer Goods and Retail Trade, Financial, Legal, Real Estate, and Transportation have not fared as well.

As an experienced meeting planner, you understand that while the economy may change, to eliminate meetings is the wrong approach to solving an industry’s problems. In fact, the reverse may be true.

Don’t Give in to Negativity

Doomsayers are more than willing to tell meeting planners that the “trade show is dead.” They point to the power of the internet, the new media, meeting software platforms, remote workers and co-working strategies as signaling the end to meetings.

Are these critics handcuffed by a lack of vision and the determination to be successful? I think so and many meeting professionals agree with me.

Mark Goren, an expert on trade show trends, wrote (August 2018): “What will the future of trade shows look like? Think experience meets relationship-building, or essentially, engagement marketing…where consumers are invited and encouraged to participate and actively engage with a brand through an experience. When it’s cleverly employed at trade shows, engagement marketing creates powerful, one-on-one connections…”

Maura Keller, writing for Association Conventions & Facilities said, “Creating a connection with the audience is paramount, and incorporating interactive elements within trade show design is key. Not surprising, interactivity within an exhibit booth is important to create a face-to-face connection and memorable experience for show attendees.”

Despite the doubters, in this digitized era meeting attendees crave real connection and relationships. The technology may be shifting but the need to engage with your audience, whether one-on-one, or one-to-one-thousand, has never been greater.

Negativity is crippling, but the determination and vision to overcome adversity will yield unbelievable results.

Book Scott Burrows, Keynote Speaker for the Meeting Planning and Incentive Industries, through this website or call us at: (520) 548-1169

 

Scott Burrows, Motivational Speaker, Safety and Stress Related Accidents

When Being “Only Human” Can Lead to Catastrophe

As a national keynote speaker on workplace safety and accidents caused by stress and other factors, I am familiar with the worn excuse of “they were only being human.” I remember the accident that led to my becoming a quadriplegic.

Family and friends told me that my failure to wear a seatbelt was because I was only human and under stress. In the months after the crash, I wondered what might have happened had I the vision to see where my choices could lead and the determination to overcome my carelessness in the first place.

Human Factors

The American Institute of Stress (March 28, 2019) stated that “80% of workers feel stress on the job, nearly half say they need help in learning how to manage stress.” In the same report it was noted that of all of the factors in the workplace that cause stress, the largest reason at 46 percent was workload. When a heavy workload is combined with stress, accidents occur. Those under stress usually think they can do more than they can safely do. They are too rushed and too stressed to ask for help.

The “Institute” reflected the ideas of Dr. David Spiegel, medical director of the Stanford Center on Stress and Health in Stanford, California in Safety + Health magazine:

“Safety professionals can play an important role in helping workers cope with stress.

It’s very clear that a big proportion of safety problems are due to human error, and some of that is related to stress. You need to be concerned as a manager for the overall health of your employees.”

Safety Consultant Dr. Michael Topf has spent a career working to help reduce employee stress. His observation about workers and the effects of workplace pressure have shattered a lot of myths. No matter the educational level, from Ph.D.’s on down, when stress is in play problems arise. You can’t overcome poor safety habits with intellectual thought:

“What I found was that…stress has an impact on safety. People learn to stuff their feelings. They hide their stress. They think, ‘You need to be bigger than it.’ So, it all goes in, but it doesn’t go away – it’s all stored in your body somewhere. It’s stored mentally and it’s stored physically.”

Topf gave a hypothetical example of a worker who had a sick parent in the hospital.

“You get to work and you’re climbing a ladder or you’re on scaffolding. While you’re walking along on the scaffolding, part of your attention is on where you’re walking and what you’re doing, but also part of your attention is on your sick mother in the hospital. Loss of focus or inattention is a major cause of injury.”

Overcoming Poor Decisions

As a safety professional, you must have the insight and the determination to see the connection between stress, workload and workplace accidents. Safety is a company-wide challenge. Safety professionals need the resolve to help workers under stress.

Finally, of the 46 percent of workers in the AIS study who cited workload as a major problem for causing stress (and accidents), in turn most of them saw stress as affecting their co-workers as well. Safety is everyone’s business. “Being human” is an explanation and an excuse we must avoid.

 

Contact Scott Burrows, National Keynote Speaker on Safety and Stress Related Workplace Accidents, through this website or call us at: (520) 548-1169

 

Scott Burrows, Change Management Mergers/Takeover Motivational Speaker

The Toll of the Takeover: Change Your Mindset

 

In delivering my motivational addresses on Change Management, I am often asked about the toll that mergers and takeovers have on the employees of the organization.

I view mergers and takeovers as paralleling the experiences I encountered after my two accidents. I went from being a competitive martial artist and Division I football player to a quadriplegic; from physically in-control of myself to fighting for my life in a hospital bed. During my extensive rehab, I had to find a new mindset. It led me to inspiring employees undergoing change in their organizations to overcoming the hardship they face in losing the familiar and the predictable.

The Fear is Real

In his 1987 book, The Employee Guide to Mergers and Acquisitions, Dr. Price Pritchett identified the fears of employees when they realize their companies are about to undergo takeovers. The fears include: uncertainty, ambiguity, mistrust, and self-preservation. During the takeover period employees are on-edge; they tend to not believe anything related to them by managements; and many keep low profiles, preferring to stay hidden and stay behind the scenes. I realized these behaviors were very similar to the patient who blames the world for their troubles, does not follow doctor’s orders for strength and conditioning, and essentially gives up.

There are much better ways to change the negative mindset when a merger or takeover is about to unfold. In January 2019, The Journal of Urgent Care Medicine presented a paper entitled, “Dealing with the Emotional Impact of a Merger or Acquisition.” Not surprising, three emotions set in throughout the organization: shock and numbness, suffering (as the full impact sets in), and what is called “resolution,” or as I like to call it, the “what are you going to do about it?” stage. After my initial diagnosis, I was first in shock, then I realized what the outcome could be and finally, what could I do to change my mindset?

While the fear is real, the ultimate outcome is up to every employee of the organization to either see themselves as “sick” or to overcome the adversity of change and accept that the best change agent is you. In accepting the fact that the takeover or merger is happening, there is the choice to blame anyone and everything on the takeover or to accept the situation and handle it as you would any growth experience.

It Comes Down to Positive Mindset

The organization Total Wellness Health outlined mindset-changing attitudes whether your organization is undergoing a takeover or merger or other sweeping changes. Among the most important coping skills to help employees manage change are using positive messaging – be optimistic about the future; develop positive relationships, especially with your new co-workers; be upbeat, even if others wallow in negativity; and always communicate with others in a positive way.

In managing change we each have a choice. Many years ago, while lying in a hospital bed, I was determined to have an optimistic vision of wellness and I worked hard toward that goal. A positive mindset is contagious and affects everyone around you. The best way to manage change is to be a positive change agent.

Contact Scott Burrows, Change Management Mergers/Takeover Motivational Speaker, through this website or call us at: (520) 548-1169

 

Scott Burrows, Florida Overcoming Adversity Speaker

How Will the Florida Panhandle Overcome Hurricane Michael?

Hurricane Michael approached the Florida Panhandle on October 6, 2018, and did not fully scatter until October 16, 2018. It was the third most intense hurricane ever documented with the wind speeds the strongest ever recorded at up to 155 miles per hour.  In its wake, it left nearly 60 dead in the United States alone, along with countless injuries and more than $25 billion in damage. As part of the damage, agriculture was virtually wiped out including more than 3 million acres of valuable timber.

Adversity Isn’t a Statistic

Statistics tell only a small part of the story. Adversity is much more than numbers. Before my accident I was a Division I Florida State University football player and a martial artist. I read the newspaper every day. News of accidents and natural catastrophes were just passing statistics to me as they are to most of us. After the accident, when I was left with a diagnosis of quadriplegia, there was nothing statistical about it. Initially, I was overwhelmed.

Over time my medical caregivers and personal support team dwindled down to a precious few. For the most part, I was on my own. I realized that if I lacked the outlook to get better, I could remain physically confined and emotionally depressed for the rest of my life. I was determined to not let that happen.

Cities are made up of people. Psychologists reporting on the aftermath of Hurricane Katrina in 2005 said that serious mental illness doubled and more than 40 percent of the New Orleans population showed signs of PTSD. Panama City and the Florida Panhandle have reported similar statistics.

In an article appearing in the Panama City News-Herald entitled “Trauma, stress, anxiety: Hurricane Michael taking a toll on residents’ mental health,” Panama City Psychologist Joel Prather noted “I see a lot of trauma, stress, anxiety, depression. People have lost everything (but) I also see a lot of resilience in the community.”

As with my experience after the accident, Panama City has mostly been left to itself. FEMA has pulled out, many people still live in tents, roads are treacherous, and in fact, automobile accidents have skyrocketed. Many of the businesses and landmarks disappeared, and beaches were swept away. The lack of basic human requirements forced many of the residents to flee and worst of all some have lost the will to rebuild, to hope, to overcome and to continue.

“Hope for The Florida Panhandle”

Recently, I was asked to be the Florida overcoming adversity keynote speaker at the “Hope for The Florida Panhandle” event on April 19, 2019 in the Gretchen Nelson Scott Fine Arts Center in Lynn Haven, FL.  I will be honored to bring a message of vision, mindset and grit for residents who are still facing overwhelming challenges and adverse conditions in their communities.  This event was initiated by a Panama City resident who heard my keynote at a pharmaceutical sales conference earlier this year and has been tirelessly seeking sponsors and backing the event with his own funds in order to offer it free to surrounding communities. His passion and commitment is the kind of true grit and perseverance I find both humbling and life-affirming. I am grateful for the opportunity to help encourage these communities to stand up to their challenges.

When I initially felt devastated by my condition after awakening from the accident as a quadriplegic, I had no choice but to change my mindset from despair to a vision of wellness while gathering the personal strength and inner resources to rebuild my life. I was in it for the long haul. I needed the sheer grit to see it through. My challenge to Panama City and the Florida Panhandle is to rise up as one to overcome adversity.

I am a Floridian by birth and I know we are a resilient state with the courage to face any hardship that comes our way. We are caring and strong. Just as I needed to reach down deep, so too will the entire Panhandle rise up in this time of challenge and promise.

For more information on “Hope for the Florida Panhandle” please contact Douglas Carpenter, 850-714-2515.

 

For other events: Scott Burrows, Florida Overcoming Adversity Motivational Speaker, Denise@scottburrows.com or call: (520) 548-1169.

 

Scott Burrows, Change Keynote Speaker

 

To Change Careers at Midlife, Change Your Mindset

 

At the height of my career as a top producing sales agent in the insurance and financial sector, I suffered a second accident that forced me into recovery for nine months. During this time I had to reevaluate, reframe and expand my mindset and vision to include the challenges I was experiencing physically in relation to my career. This ‘setback’ allowed me time to reconnect with the passion I experienced educating my clients, the excitement I drew from viewing inspirational business speakers at the Million Dollar Round Table, and set the stage for a successful new career as an international motivational business speaker.

A Matter of Mindset

At the end of my keynote speeches on change, audience members frequently ask if it is possible for them to successfully change careers as they approach mid-life. I answer that change isn’t a matter of age, but of mindset, determination, persistence, and grit.

In September 2016, the University of Michigan studied occupational transitions of older Americans. They found that at what many of us consider retirement at age 62, about 57 percent are no longer in the labor force, but that 26 percent are still in their profession and 17 percent have decided to completely change their careers.

The Ewing Marion Kauffman Foundation, which conducts bootcamps for those who want to become entrepreneurs, found that people aged 55 to 64 now comprise about one-third of America’s entrepreneurs.

However, older employees aren’t just becoming entrepreneurial but are in demand as full-time employees.

As of February 2018, the Bureau of Labor Statistics showed that the unemployment rate for those 50 and above was lower at 3.2 percent, than the overall unemployment rate at 4.1 percent. These aren’t fast food jobs either, but careers as diverse as banking, healthcare and insurance.

The Determination to See It Through

Nevertheless, having the mindset to change jobs or create new jobs isn’t enough. Older workers need the determination and persistence to see it through. The website Next Avenue (December 21, 2017) stated:

“Among the biggest obstacles to people’s ability to create a career they love (after 50) is a preconceived notion of ‘where they should be’ and what they ‘should do.’ But success doesn’t have to follow a scripted narrative.

To take the leap, you need to fundamentally believe that it’s never too late to transition into a career that aligns with who you are.”

Forbes magazine (June 21, 2017) debunked five myths normally associated with older employees determined to change careers. These myths included that it’s never too late to change careers; that it’s embarrassing to admit that you are not happy with a career you’ve been working at for many years; that the over 50 workers can’t get hired; that the only kind of work out there is part-time; and the biggest fear of all is that the older worker can’t compete against Millennials or younger.

Every one of these myths regarding change has been disproven providing you have the vision that lets you see that obstacles can be overcome.

How Determined Are You?

Nicole Maestas, Ph.D., is an economist, professor, and expert in the study of aging at Harvard University. In a recent interview for the Wall Street Journal, Dr. Maestas stated that when older workers are determined to work, they get work, when older workers want to succeed, they will succeed. She summarized:

“The labor-demand study simply shows that when there is a shortage of skilled workers, older workers will get jobs.”

To compete in the job market, workers over 50 will need to re-train themselves to be current on technology. Age will not be the factor to hold them back, rather an unwillingness to learn. In short, be a student.

 

Contact Scott Burrows, Keynote and Breakout Speaker on Change through this website or call us at: (520) 548-1169.

 

Scott Burrows, Financial and Insurance Industry Keynote Speaker

Year of Change Ahead for Financial Advisors: How Will You Respond?

Every one of us involved in the financial and insurance industry knows that 2019 will be a year of change.

Bob Veres, writing for Advisor Perspectives (December 10, 2018), pointed out at least five major challenges that will impact financial advisors this year. They include new “BI” or best interest standards and fiduciary oaths; planning for the coming Bear market and making clients your partners in the financial planning process; the pressure to shift away from AUM (percentage-based) portfolio revenue models to flat fees; the trend away from traditional insurance agencies to self-directed purchases; and the opportunities in utilizing customized “Robo” software within your practice. Veres concluded that change is never easy and financial advisors and insurance brokers must prepare for whatever is next.

Will You Evolve or Be Left Behind?

How will you adapt your business this year? Have you identified your strategies to meet the comprehensive financial planning needs of clients about to retire as well as younger generations embarking on their careers?

As a financial advisor, in order to stay ahead you will need to wear many hats in managing client expectations. Will you be able to show clients at all stages of their careers the value that you are bringing to the investing equation, and are you determined to make the necessary emotional investment and to be an educator as well as advisor?

In 2019, and beyond, financial advisors will need to focus on new niche markets to differentiate themselves. They will need to embrace the latest tools to set themselves apart in a highly competitive financial advisory market. It will not be a matter of offering customer service, but tapping into technology to access changing regulations and ultimately to use that information to recommend the right insurance and investment products.

The questions asked above, and many more, can only be answered by one person:  you. The expanding workload, the deluge of information, evolving fiduciary rules, the need to offer clients greater transparency, and the maze of ever-expanding investment options will require each financial advisor to have the grit to maintain their success and to rise above average. “Average” advisors will suffer from average on-line ratings especially as more millennials enter the work world. Average will mean being left behind.

Be a Student, Be Coachable

The most successful financial advisors will be those who understand that they are students and not “professors.” Being a student, even if you have been in the business for many years, means updating your practice management, understanding and employing new technologies and the educational components necessary to help your clients reach their goals. It means attending conferences that offer niche market products and opportunities, evaluating the latest practice management solutions and being facile enough to use the social media to set yourself up as an authority.

While new investors may not be sophisticated in terms of investing, they understand technology and how to access information. Financial advisors must match that intensity and sophistication and have the knowledge to answer tough questions their clients find online. It is a tall order but a tremendous opportunity.

The year ahead is where the financial advisor will be a student who is determined to learn what is needed to make the practice successful.

 

For more information on how financial advisors can develop a winning vision, contact Scott Burrows, Financial and Insurance Industry Motivational speaker, through this website or call us at: (520) 548-1169

 

 

Scott Burrows Pharmaceutical Sales Motivational Speaker

Tough Times for Pharma Sales Reps. What is Your Mindset?

As a pharmaceutical sales keynote speaker, I know these are not easy times to be a pharmaceutical sales rep. The once glamorous profession is facing greater stresses and more adversity than ever before.

The statistics bear me out. According to ZS Associates, the U.S.-based management consulting firm specializing in the pharmaceutical industry, the industry will have around 60,000 reps this year, down from a sales force of about 100,000 reps in 2005.  In addition to the decline in reps, there is a more troubling trend. In 2012 about 65% of physicians were “accessible” to meet with a sales rep but by 2016 the percentage had dropped to barely 44%.

What is going on?

Some industry old-timers might point to the Sun Shine Act of 2007, which started the process of greater transparency, less gift-giving and “bonuses” but that is hardly responsible for present day problems. Market research into attitudes of physicians toward pharmaceutical sales reps confirms what many of you are feeling:  the relationship has soured.

In 2017, the healthcare market research firm DRG Digital – Manhattan Research published physician polling data that should be a wake-up call to the industry.

Overcoming the Perception of Being Stale

The research found that more than half of the physicians felt reps showed them information they had seen before. To the practices, most visits were time wasters. Some specialties placed the “staleness problem” even higher. Seven out of ten oncologists and six out of ten dermatologists had a good idea of what reps would present about their drug before the reps ever called on the physicians.

The research also revealed 75% of physicians routinely found what they needed about the drug online and more than half regularly used pharmaceutical digital databases. Unless there was something new to for a rep to offer, the feeling was why bother?

Despite the disappointment of being presented with old information, about 65% of the doctors polled met with their sales reps and six out of ten said they wanted to meet with their pharmaceutical sales reps in the future. They remained optimistic something new might be offered.

Though the use of computer tablets by the reps dramatically dropped between 2013 to 2017, it didn’t mean that tablet presentations were obsolete. Far more important was new information on what organizations offered patients in terms of education and support.

Overcoming the Communication Gap

Though many of the reps use dedicated health industry software communications platforms, only 12 percent of the physicians polled said they communicated with their reps in that fashion. At the same time, three times as many physicians said they had thought about communicating that way. There is a communication gap.

DRG Digital – Manhattan Research concluded in part that “Sales and marketing teams need to provide a deeper level of support to physicians beyond product promotion and maximizing their investment.”

It comes down to support, education and a commitment to customer service, not just leaving samples and hoping for a prescription quota. In addition, the landscape has shifted to being more adversarial and less welcoming than ever before. Medical and pharmacy students are being taught “resistance techniques” to cope with pressure from sales reps and patients from their earliest days of classwork.

The pharmaceutical sales landscape may be tense with difficulty, but it can be overcome. Physicians want information they can’t get from anyone but you, along with extra-effort support and communication. Will you have the mindset to deliver on their needs and to overcome the adversity of negative perceptions?

 

For more information on how Pharmaceutical sales representatives can develop techniques to rise above the crowd, contact Scott Burrows, pharmaceutical sales keynote speaker today through this website or call us at: (520) 548-1169

 

 

Scott Burrows Healthcare Keynote Speaker

Is the Healthcare Industry Paralyzing Patient Care with Numbers?

For some time now, the mindset in the healthcare industry has been that the economies of scale created by the mergers of healthcare systems have resulted in superior patient care. Financial analysts have argued that since consolidation has worked for airlines, restaurant chains and insurance companies, then why not for the medical community?

Consolidation has been presumed to reduce costs and expand services and treatment options, especially in competitive markets. The raw numbers might seem to support this contention; certainly, there are budgetary advantages of lowering unit costs of medical devices, buying pharmaceuticals in greater quantities or eliminating redundant administrators.  But experts are now warning that in the rush to consolidate, one critical factor is being overlooked: patient care.

New Findings on the Patient Experience

A recent New York Times article entitled “Hospital Mergers Improve Health? Evidence Shows the Opposite,” suggests that tragically, the results of merging have led to an increase in patient mortality and a decline in care.

Martin Gaynor, a Carnegie Mellon University economist and one of the authorities cited in the article says “evidence from three decades of hospital mergers does not support the claim that consolidation improves quality (care).”

To back that up, the Federal Trade Commission recently reviewed the cases of about two million Medicare beneficiaries who had been treated for heart disease over an eight-year period. According to the article, in areas of the country where there is less competition “(Cardiac) patients are more likely to have heart attacks, visit the emergency department, be readmitted to the hospital or die.” In fact, in areas where there is one dominant cardiology clinic and the elimination of competition, cardiac patients may stand a 5-7% chance of having a repeat heart attack.

When competition is allowed in a market, healthcare staffs have no choice but to turn their mindset to the patient. They have to care about patient satisfaction, and in turn patients respond to that care. This is just as true in countries where there is strong government regulation, such as England, as it is in the United States.

According to the New York Times piece, “family doctors in England found that quality (care) and patient satisfaction increased with competition.”

More Than Numbers, It’s Mindset

In many areas of the country, consolidation has also created long patient wait times to make appointments and then once in the facility to be seen in a timely manner. Some healthcare specialists believe that if wait times are streamlined then patient satisfaction will dramatically improve. This is the case of another “number” being applied to a complex issue as though patients are pieces on a conveyor line.

Press Ganey Associates is the leading market research firm for the healthcare industry known for its patient satisfaction surveys. In other words, they talk to patients. Joe Greskoviak, president and CEO at Press Ganey concluded:

“The immediate reaction is that patient loyalty is based off things like wait time. That’s not necessarily the case. There are drivers of patient loyalty that are very actionable (such as) improving communication and then, empathy. Patients want to understand that we actually care for them.”

Chasing the numbers is paralyzing patient care rather than curing it. Healthcare providers need to re-examine the mindset that consolidation, automation and computerization can improve patient satisfaction simply by reducing budgets, improving wait times and other analytics. There needs to be a renewed and shared vision that the focus of healthcare must return to the patient.

 

Contact Scott Burrows, Healthcare Industry Motivational Speaker through this website or call us today at: (520) 548-1169

 

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