Given economic and regulatory uncertainties, a provider of healthcare services retains our firm to improve relationships with the physician practices that occupy several medical office properties around their hospital campuses. This essentially enables the provider with an opportunity to obtain positive economic outcomes such as tenant retention, property referral, good will and financial clemency.
Additionally, the provider wants to measure its own operations through the simple method of acquiring physician input regarding service delivery, as well as report on the present adequacies when compared to other like providers so as to audit possible tenant separation.
MREA collaborates with the client to coordinate a proprietary satisfaction assessment specifically geared towards to medical tenants. This includes:
- Tenant survey of satisfaction with building services, property management performance and lease renewal intentions
- Action planning reports for each hospital campus, region, service provider and the national portfolio, highlighting performance trends, strengths and weaknesses
- Comparative performance analysis of year-over-year results and versus report
- In-depth, statistical analysis of property and tenant characteristics influencing satisfaction, retention and relationships
- Recommendations for the enterprise and each service provider to improve customer service delivery, strengthen relationships and boost retention
- Customized presentation of the results and recommendations to each service provider’s national account management personnel and property management teams
While we will keep our results confidential, based on assessment the client:
- Targets improvement initiatives toward highly influential property management practices, such as frequency of proactive communication with tenants
- Requests action plans for improvement from each hospital campus and service provider
- Increases tenants’ satisfaction with management by 10% to exceed benchmarks
- Improves tenants’ likelihood of renewal rate by 5%
- Identifies “at-risk” tenants whose lower satisfaction level and higher likelihood of defection warrants immediate property management follow-up
- Strengthen physician relationships with property management and hospitals
We are proud to offer this service as part of a growing list of healthcare real estate competencies located here.