tami quinn and beth heller co-founders pulling down the moon, inc
TRANSCRIPT
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The Nuances of Integrating Mind/Body Medicine into Your
Practice
Tami Quinn and Beth HellerCo-Founders
Pulling Down the Moon, Inc.
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Explore why many practices are adding
holistic services What are the logistics required for an effective
program How to measure return-on-investment
Objectives
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What is your practice’s mission and brand
essence? How important is it that your patients perceive
your practice as supporting them:
Medically? Financially Emotionally
Fishing: Patient Attraction
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Fishing = strategy of new patient
generation Farming = strategy wherein one farms,
nurtures and grows relationships with existing patient
A dedicated holistic program can provide “bait” for both
Patients: Farming and Fishing
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When would you like a patient to hear about
your Fertility Center?
When she starts “trying?”
When she realizes there’s a problem?
When she is ready for IVF?
Fishing: In an ideal world…
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Why Fishing Isn’t EnoughFarming and The Weeding Out
Process
FailedWhere Do They
Go?
Individuals Who Do Treatment
Individuals Who Attend Consultation
Individuals Reached by Marketing Message
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Think of holistics as a way to cast a wider
fishing net and nourish existing crops If nearly 50% of new patients don’t do
treatment, revenue losses are substantial
Opportunity
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Providing Patients Sanctioned Access to CAM may help Attract, Grow and
Retain Patients
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Data in a recent study conducted with PDtM
and Fertility Centers of Illinois, anxiety levels in women who opted to participate in a yoga class were significantly higher than control subjects.
If emotional distress puts patients at risk for drop-out, yoga serves a two-fold purpose Identifying at-risk patients Providing community and support
Example: Help Identify Drop-Out Risks
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32% of fertility patients who responded to a
recent survey conducted by Shady Grove Fertility stated that CAM enabled them to stay in treatment longer.*
15% said CAM helped them initiate treatment.
And the Survey Said…
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Opportunity
Stull, Patricia. “Cam Patient Attitudes and Usage Survey.” Survey. 2012
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Objections We’ve Heard in the Hallway I don’t know
what the holistic practitioner is telling my patients (What’s the message?).
That whole holistic process is a complete mystery to me and could potentially be like selling snake oil to my patients.
They don’t offer services in my local office and my patients won’t travel.
I think their services are too expensive and I’d rather they save their money for IVF.
I’m afraid once my patients move to CAM, I may never see them again.
I tell my patients to go, but I
never know if they
listen or not.
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I don’t know what the practitioner is telling my patients…
One of the biggest benefits of in-house CAM programs is control over the message
If uncomfortable with lack of science, shift focus on how patients feel
“Pulling Down the Moon is dedicated to enhancing fertility, conception, and healthy pregnancy by taking a comprehensive, whole-body approach toward the improvement of a woman's physical, emotional and psychological well-being. Stress, poor nutrition, inadequate sleep, isolation and sedentary lifestyle have been proven to affect the biology of the body's internal environment impacting ones overall level of health and ability to heal, in varying degrees. Pulling Down the Moon programs are focused on bringing the mind-body-spirit connections back into balance through a variety of natural therapies such as acupuncture, yoga, massage, nutrition, fitness and counselling. Our programs have been created specifically for women who are attempting to conceive naturally as well as those who are currently undergoing fertility treatment. Pulling Down the Moon clinicians are trained experts in the field of fertility and work collaboratively with the physicians at Shady Grove Fertility to provide patients with a seamless integration of traditional medicine and alternative therapies, with the intention of providing comprehensive support in the journey toward parenthood.”
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That whole holistic process is a complete mystery to me and could potentially be
like selling snake oil to my patients.
64% of the patients surveyed self-refer to CAM services*.
Google and web searches are number one referral source for patients.
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The world of infertility online is filled with opportunism, inaccurate information and mixed messages…
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I think their services are too expensive…
INTRODUCTORY PACKAGE Acupuncture Initial Consultation
($150) 1 Fertility Massage ($105) 6-Week Yoga Class, Nutrition
Session and Follow-Up or Product Credit ($210)
Total = $465
BASIC PACKAGE 5-pack of Acupuncture Follow-Ups
($425) 6-Week Yoga Class, Nutrition
Session and Follow-Up or Product Credit ($210)
5-pack of 60-minute Fertility Massages ($210)
Initial Acupuncture Consultation ($75)
Total = $920
EXTENDED PACKAGE 10-pack of Acupuncture Follow-Ups
($800) 6-Week Yoga Class, Nutrition
Session and Follow-Up or Product Credit ($210)
4-pack of 60-minute Fertility Massages ($380)
Initial Acupuncture Consultation ($75)
Total = $1465
COMPREHENSIVE PACKAGE 20-pack of Acupuncture Follow-Ups
($1440) 6-Week Yoga Class, Nutrition
Session and Follow-Up or Product Credit ($210)
4-pack of 60-minute Fertility Massages ($380)
Initial Acupuncture Consultation ($75)
Total = $2105
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Solution: Use in-house program to integrate holistic treatment in a way that is patient-centered and physician-approved. Goal is to increase retention across the board
and loop back into treatment 69% of patients believe CAM helps them reduce
stress and relax. 49% say CAM give them a sense of control.
I’m afraid once my patients move to CAM, I’ll never see them again
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Step One: Identify At Risk Patients
High BMI, stressed, failed cycle, PCOS, proactive patients, patients considering dropping out, patients not ready for third-party, SHARED RISK…
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“Integrative Care Specialist” forms link between SGFC and PDtM Clinical type person: PA, NP, RN or RD
Could possibly bill for appointments Better management of patient flow Better tracking of “at risk” patients Sees patients both from SGF and PDtM
Step 2: Assessment
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Integrative Care Specialist provides intake and assessment Trained by SGF and PDtM Makes recommendations on potential treatment
types Approved messaging Credentialed holistic providers
Insures accountability and tracking
Step 3: Treatment
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After 3-6 months of holistic treatment patients
will be looped back in to their ICS for next steps.
Next steps include: Fertility work-up Another cycle Third Party Pregnant and discharge to OB
Step Four: Discharge/Retain
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The Model In Action
• Patients use acupuncture, lose weight,
explore yoga for stress
management • All protocols appropriate for
ART
• Patients meet with ICS and
their specific
issues are addresse
d
• Identify at risk patients and refer to Integrative Care Specialist (ICS) .
Step One:Identify
Step Two: Assessme
nt
Step Three:
Treatment
Discharge or Retain
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Patient can enter or start at any stage in their
journey but there is value in starting early Prevents cumulative stress Value added to OB relationships Introduces patients to SGF earlier on
Points of Entry
Pre-ART Patients:
Just beginning to supplement natural conception with complementary care, not yet ready for ART.
Current SGF Patients Who are Beginning an Initial ART Cycle: May be referred due to special considerations or wanting to do “everything they can”
SGF Patients Who Have Failed Multiple Cycles: These patients will want to be able to say that they “tried everything”. In addition to helping them with their current cycle, complementary care can provide them with stress relief should their options be limited to a surrogate or donor egg cycle.
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92% of PDtM’s patients have RE’s from SGF
PDtM Patient Location Analysis Rockville = 46% DC = 16% Leesburg, Fair Oaks, Woodbridge and Annandale =
14% Frederick = 6% Columbia = 6% Annapolis = 4%
There are No Services in My Local Office
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Short Term Goals: Establish two, full-service centers in Rockville
& DC Create “Acupuncture Outposts” in other SGF
locations by using exam rooms during off peak times
Long Term Goals: Expand full-service centers to Baltimore,
Annapolis, Philadelphia and possibly Northern VA.
Coming to an Office Near You
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The top four markets for the consumption of organic food in the United States:
1. San Francisco2. Seattle3. Portland4. WASHINGTON DC
Source: http://scarborough.com/press_releases/Scarborough-Organic-Foods-Consumer-Insights.pdf
DC Metro Is Green
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Challenge: Little to no scientific results to identify
effectiveness of treatments. Solution: Focus on how treatments make patients
feel. For Example: “69% of patients believe holistic
therapies help them reduce stress.”
Challenge: No standard for licensure Solution: Acupuncturists and massage therapists
must be state-licensed and receive PDtM fertility-specific training.
Threats to Success
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Challenge: Practitioners may not be 100% focused
on fertility. Solution: By allowing practitioners some latitude in
who they will treat, we open the door for those who may not have fertility issues but could become patients down the road.
Challenge: Difficult scaling business across multiple locations during off-peak times.
Solution: Begin where there seems to be the most demand
Threats to Success
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Challenge: Difficult to keep CAM top of mind Solution: Make better effort in attending clinical
and marketing meetings. Communicate more often with clinical staff about patients. Service Specialist helps bridge gaps.
Challenge: Skeptics can derail program Solution: Work with clinical staff to develop and
implement programs they are comfortable with and keep dialogue open.
Threats to Success
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E-newsletter to MDs Promotion on homepage of website A dedicated blog Brochures in doctor’s office Joint PR efforts Webcasts An e-news feature for specials
SGF Marketing Initiatives
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Monthly newsletter sent out to X,XXX patients Regular Facebook/Twitter presence Reach Local SEM Ngage live chat forum Direct mail/sampling Brochures, new patient packets, flyers Blogging Online Patient feedback surveys Online store Updated website reflecting SGFIntegration Involvement in local events Flyers at front desk Continued communication of promos/specials
PDtM Marketing Initiatives
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All patients, regardless of point of entry, would be
invited to meet the Specialists every 3-6 months. Prevents endless cycle of holistics Identifies those at risk with depression or psych issues Controlled mutually approved messaging Encourages second solutions Discourages drop-out Flags and gives path for high BMI patients Provides opportunity to further distinguish SGF in
marketplace Think happy, healthy, whole patient/family
Benefits of this Model