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Michael Karlsrud, 6 Calls Your Complete Solution to Patient Communication!

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Michael Karlsrud, 6 Calls

Your Complete Solution to Patient Communication!

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Patient Retention Makes Sense

It costs a practice 5-6 times as much to bring in a new patient into the practice than it does to retain an existing one.

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Common Scenario• Practice schedules appointments 1 year to 2

years out. (2 years?)

• Recalled patients typically represents 30% of their total yearly exam volume.

• < 50% patients respond to recall efforts.

• More than 15% of their annual appointment volume is lost to ignored recalls.

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So what happens?

• Patients information is not up to date.• Patients Information isn’t captured for future

recalls.• Recall notices aren’t sent out in a timely

manner, or at all.• Staff doesn’t prioritize or focus on daily recall

activity.• External forces (IE. Your competition).

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If you ever hear the words “We get to it when we have

time…”Run! ‘Cause you don’t have a process.

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The Silent Killer of Growth

By the 3rd year, there is a significant risk of patient loss because they fall outside of “normal” recall efforts.

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Recall Cycles… Appointment?

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What’s At Risk?

• 2500 exam patients a year X 30% from recall = 750 patients.

• 750 patients X $306 = $229,500 a year in revenue.

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According to the 2010 MBA study on Key Metrics of Optometric, the median spend of a full exam patient is *$306.

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What’s in your database?

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Common Data Capture Rates

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Factor in Demographics

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• Is a seamless integration of our opticians and your office.– “live” conversations with

qualified staff.– Utilize your phone # for caller ID.– Schedules live into your PMS.– Reaches all patients in your

database.– Preferred by patients over 45 yrs.– Frees up staff time from making

calls to non-responding patients.

Technology?Smile ReminderDemand Force4 Patient Care

…or not.

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Reminder Calls- calls made 24-48 hours prior to their scheduled exam.

Recovery – calls made to patients who have not been seen in two years and removed from the recall cycle.

Recall – calls made to patients who have NOT pre-appointed but have been seen in the last two years.

At Risk- calls made to patients who have deteriorating eye conditions that may require documentation of recall attempts.

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• Graphical email• Fully customized text-messaging• Auto-voice calling• Web-scheduling • Web reputation management

(“Webutation”)

Want to add technology?

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Web Reputation Management

• Enhance web presence on Facebook® and Google Places™

– Web Scheduling via Facebook ®

– Patient reviews & comments posted to Google Places™

• Engage patient feedback through follow-ups and intelligent personalized surveys

• Elevate online visibility

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Why the drop?

Does it really take this

much effort?

Does it really take this

much effort?

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Case Study: 11 mos. 2010-2011

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196 Appointments Made. $4006 Invested. $55,971 Returned Revenue.

1 Dr. Practice, primarily Recall, some Recovery calls, $306 per exam revenue.

The Results:

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“After using 6 Calls for the past few months, we have seen a significant increase in scheduling patients that had been “lost” in old recall. 6 Calls team of experts helped “re-introduce” these patients to the practice and has resulted in an additional $5K in revenue per month. I am SO pleased with their work. They are a true team of professionals!”

Dr. Susan Keene,Smyth County Eye Assoc.

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www.6Calls.bizPhone: 877-808-9342Email: [email protected]

For more information visit www.6Calls.biz/practicioner

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