Best business practices for Best business practices for managing and promoting a managing and promoting a

nutrition service.nutrition service.Tamara Hein, MPH, RD, LD, CDE

Seminar AgendaSeminar Agenda

Overview Project Unit 9/?’sManaging and Promoting a Nutrition

ServiceQuestions

Project Unit 9Project Unit 9

APA format required; title page, double space body, reference page.

Replies researched and supported with references

DocumentationChapter 22ADI documentation – Nutrition Care

Process pp 138 Documentation – for patients benefit

MarketingMarketing

ReferralsSources?Relationship building?Documentation?Outcomes?

ClientsAwareness of serviceHours, availabilityExpecations

ProblemsProblems

Only 1-2 physicians making referrals

High rate of no shows

Easy access and availabiltiy

Criteria for successCriteria for success

Excellent ServiceOutcomes Excellence in cutting edge clinical

knowledgePatient Centered Care

Case Study – p 279Case Study – p 279

43 year old female office manager. Gallbladder surgery. Upon discharge your MD diagnoses you with high cholesterol. You have a family history of high blood pressure, usually controlled with medications. You have no symptoms but are 20 pounds overweight.

Your physician says “You are too young for high cholesterol and it has to come down. Omit eggs and butter, and limit red meat to 1 time/week. If it doesn’t come down I will have to add medication. I am making a referral to the dietitian.

Contradicting the MDContradicting the MD

How do you address a topic in which you and the MD differ?

Preventing lost referralsPreventing lost referrals

The physician makes a referral, but the patients don’t come in for an appointment.

Nutritionist to Nutritionist Nutritionist to Nutritionist ReferralsReferrals

Knowing your specialtyRefer to someone else if it isn’t your

strength. Benefits of this? Important documentation?

Ease of AccessEase of Access

Visibility of your place of businessParkingHandicap accessibleBariatric furnitureToll free numbersHoursVoice mail or availability

Scheduling AppointmentScheduling Appointment

Use your time efficientlyHow long does it take for a new client to

get in; track thisReminder callsWill you charge for failed appointments? Use a recheck reminder card with a

statement indicating that cancelations should be made 24 hours in advance.

Costs to clients/providersCosts to clients/providers

Case study – 85 year old female presents for pre diabetes. This is not covered by Medicare. If you forget to file an ABN and see the patient you will have to write off the fees (free). If you complete and ABN the patient agrees to self pay for the service.

Improve satisfactionImprove satisfaction

Describe your services, letter to patients welcoming them to the service

Pre assessment questionsBrief diet historyWhat will your service include – follow

up visits? If a patient comes in prepared you will

have a better session

Creating a client chartCreating a client chart

Excel, or AccessEMR chartPaper chartConfidential – lock it upPersonal informationDocumentation from visitsMedical chart data you are sharing from

another resource.

Telephone callsTelephone calls

Keep a record of calls and brief information on what was discussed.

Phone follow ups

Billing Billing

Hire a business managerDo it yourselfWithin a clinic then usually taken care

of by Billing or Coding

Education MaterialsEducation Materials

Professional AppearanceAmerican Dietetic Association on line

manualRD411 (manufacturer supported

materials)Professional organizations (Diabetes,

Kidney disease, Crohn’s, Hyperemesis Gravida)

Avoid information Over loadAvoid information Over load

Aspects of Motivational InterviewingRelationship buildingLess talking, more listeningSmall steps behavior change

Location Location

Access – Parking and visibilityProfessionalSecure and Confidential Availability of rest roomsAvailability of food/beverageDemonstration Kitchen

First impressionsFirst impressionsAppearanceAppearance

Warm IntroductionDressTable versus deskManners, eye contact, listeningClose the session

FeesFees

Who is your competition?Weight Watcher’s $10/group sessionNutrisystem – cost of foodMNT Clinic fees $28/15 minutesDSMT fees $150/30 minutesWhat will the market bear?

Collecting FeesCollecting Fees

What is your plan for this?

OpportunitiesOpportunities

What are opportunities for you in your communities?

You’re the NutritionistYou’re the Nutritionist

How will you market yourself or your service?

QuestionsQuestions

Thank you for attending seminar tonight!