Page 13 - March 2017

Cover Story: ImageFIRST Customer

Advocates Enable Healthcare

Clients to Focus on Patients

Continued from page 1
because whether a patient is lying on it this commitment to the customer first-
or wearing it, the feeling they get perme- hand. “The relationship we have with
ates their whole experience, and their our ImageFIRST customer advocate is
experience with the entire organization,” very strong; he is very responsive and
explained Juffre. “There’s nothing worse able to change and adapt as needed,” he
than putting a paper gown on a patient said.
to make that person dissatisfied; if he or “We’d been working with another
she is lying on a piece of paper in the company, but made the change to
exam room wearing a gown that is not ImageFIRST because of their profession-
comfortable, then they are not comfort- alism, and because they back up the
able. services that they provide,” he added.
“Whether patients are getting good “They respond to our needs at the drop
news or bad news, you want to make of a dime and are always available and
them as happy as possible,” he added. happy to help.”
“Quality products play a huge role in Llano also appreciates that
that.” ImageFIRST keeps the hospital aware of
By putting patient and client needs changes that could improve its bottom
first, ImageFIRST has become the largest line. “We were looking for a partner that
and fastest growing provider of health- would not just be able to manage our
care laundry services to healthcare facili- inventory and services, but that would
ties through the continental U.S. and stay on top of new technologies and
Puerto Rico. The company maintains a products that could enhance our facili-
97 percent customer retention rate—the ty,” he said. “They have done that to our
highest in the industry. benefit.”
“We have had a record year in terms of ImageFIRST uses radio frequency
customer retention, and we also earned a identification (RFID) to identify and
net promoter score (NPS) of 81 percent, track all of their garments, which makes
which is one of the best in the world in inventory reporting easy. The company
all industries,” said Juffre. A net promot- also introduced an Instant Service App
er score gauges the loyalty of a compa- for smartphones that enables clients to
ny’s customer relationship based on their easily connect with customer advocates.
response to the question: How likely is it “By taking our technology up a level and
that you would recommend our compa- providing this information to our clients,
ny/product/service to a friend or col- it’s just one less thing that they have to
league? worry about,” said Juffre.
“Our score was higher than Chick-fil- “Our goal is to do whatever we can to
A and Apple, and tied with Harley- enhance the patient experience , and free
Davidson,” Juffre added. “Our client our clients up to focus on the patient,”
base is happy and the most satisfied that he added. “If we do those two things, we
they’ve ever been.” are succeeding.”
Manny Llano, CEO of Fort Lauderdale
Hospital, a facility specializing in drug To learn more about ImageFIRST, visit
addiction, mental health issues and co- www.imagefirst.com
occurring disorders, has experienced or call 1-800-932-7472.

Gastro Health, LLC Announces

the Practice Acquisition of Transforming Surgical Care

Douglas M. Weissman, M.D., P.A. SIMPLE | INTEGRATED | PROVEN

Gastro Health, LLC announced the acquisition of
Douglas M. Weissman, M.D., P.A., one of the leading
gastroenterology practices in Coral Springs, FL.
Established in 1992, the private gastroenterology Improves Outcomes.
practice is led by Dr. Douglas M. Weissman who will
continue providing the excellent care that his patients
have come to expect. This partnership will make addi- Reduces Costs.
tional resources available to the practice, allowing them
to continue offering their patients with the safe and
affordable gastrointestinal care they need. All of Gastro Increases Efficiency.
Health’s care centers are equipped with the latest state-
of-the-art technology to ensure the best outcomes possi- Dr. Douglas M.
ble for each individual patient. Weissman
To successfully transition
to value-based care contact

Medtel at www.medtel.com
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