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TRANSCRIPT
Michael Karlsrud, 6 Calls
Your Complete Solution to Patient Communication!
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.
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?
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.
What’s in your database?
Common Data Capture Rates
Factor in Demographics
• 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.
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.
• Graphical email• Fully customized text-messaging• Auto-voice calling• Web-scheduling • Web reputation management
(“Webutation”)
Want to add technology?
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
Why the drop?
Does it really take this
much effort?
Does it really take this
much effort?
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:
“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