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MONEYBALL – THE ART OF WINNING AN UNFAIR GAME

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MARIE OLESEN

CEO, La Jolla Cosmetic Surgery Centre• Began surveying patients in 1989

Founder, Real Patient Ratings• Endorsed by ASPS

Founder, Inform Solutions• Created Inform&Enhance®

software to manage cosmetic patient relationship

Speak, write and teach on patient satisfaction and practice success

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CONVENTIONAL WISDOM: SOMETIMES IT’S WRONG

STATS: ALMOST ALWAYS BETTER THAN GUT INSTINCTS

COMPETITIVE ADVANTAGE: THINK DIFFERENTLY

CONVENTIONAL WISDOM: SOMETIMES IT’S WRONG

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Our Stats….1.1M Responses from

20,240 surveys 12,862 Reviews Posted

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AT BAT: TURING A LEAD INTO A COMPLETED CASE

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13.2%*Average email to surgery capture rate*

*Etna Interactive

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18.5%LJCSC email to surgery capture rate*

*LJCSC 2011-2012

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27%*Form to surgery capture rate*

*Enrique Rangel, MyMedLeads

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IT’S ALL ABOUT MORE….. MORE LEADS. MORE CONSULTS. MORE CASES. MORE REFERRALS. MORE RETURN ON YOUR INVESTMENTS

ROI

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STATS – ALMOST ALWAYS BETTER THAN GUT

INSTINCT

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FIRST, GET THE ONLY OPINION THAT MATTERS

We’re mobile- friendly!

More than 20% will

complete our survey on

their smartphone.

Get critical feedback at the perfect moment following

consult and surgery.

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KNOW WHERE YOU STAND

Drill down for details with

regional & national benchmarking

among other board certified plastic

surgeons

“Anyone can send out a questionnaire. But without benchmarking against scores of other plastic surgeons, how do you set goals for improvement? The RPR team doesn’t just put the numbers in front of you; they are talented at

interpreting them and finding solutions that will work for your practice.” --Steven Teitelbaum, MD; Santa Monica, CA

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MAKE CHANGES THAT GROW YOUR PRACTICE

How do your patients feel about your customer service?

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THE NUMBERS

Date Range: 9/19/2011 – 12/18/2012

2 Surveys

• Consult: 61 questions• Surgery: 56 questions

Two studies completed

• 2,721 Consult patients• 7,193 Post Surgery

Source of data• 165,981 consult questions answered• 402,808 survey questions answered

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Prospects who are highly satisfied with their consultation

are TWICE as likely to schedule surgery

SCHEDULE MORE CASES*

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Appt-Friendliness of Staff

Nurse-Respect

Appt-Knowledge of Staff

Nurse-Helpful Procedure Info

MD-Easy to Understand

MD-Showed Interest in Questions/Concerns

Consult Process Clear/Easy

MD-Thorough Medical History

Appt-Availability of Times

Nurse-Helpful Surgeon Info

MD-Medical Procedure Information

0 0.05 0.1 0.15 0.2 0.25 0.3 0.35 0.4

PRIMARY DRIVERS OF SCHEDULING

Factor Analyzed Logistic Regression; n=1,904; 82.0% accurately classifiedChart entries for each measure represent the beta weights derived through the analysis.

Top Driver

Relative Importance

Secondary Drivers

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SURGEON DRIVERS

System

1. MD Procedure Information 82%

4. MD Thorough Medical History 71%

6. MD - Showed Interest in Questions and Concerns

84%

7. MD – Easy to Understand 85%

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NURSE DRIVERS

System

2. Nurse – Helpful Surgeon Info 79%

8. Nurse – Helpful Procedure Information

81%

10. Nurse – Respect 87%

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STAFF & PROCESS

System

3. Availability of Appointment Times

71%

5, Consult Process Easy to Understand

78%

9. Appt – Knowledge of Staff 75%

11, Appt – Friendliness of Staff 83%

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ROI - 5% CHANGE IN OSATCURRENT GOAL

My Practice's Current Satisfaction:

Current Top Box OSAT Score 70% 75%

My Practice's Current Performance:

Current # of consults 600 600

Percentage highly likely to schedule 49% 53%

@ Average Fee $6,000 $6,000

Current Revenue $1,764,000 $1,890,000

ROI:   $126,000

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INCREASE REFERRALSAND REPEAT BUSINESS

Patients who are highly satisfied with their

surgery experience are TWICE as likely to refer

you and return for additional services

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TOP 10 KEY SATISFACTION DRIVERS LIKELIHOOD TO RECOMMEND

Weighted Factor Logistic Regression; n=4,113; 70.5% accurately classifiedChart entries for each measure represent the beta weights derived through the analysis.

Post Op-Understanding Who to Con-tact For Information

Staff-Organized & Coordinated Care

Helpfulness of Info Provided

Helpfulness of Communication

Nurse Listening Carefully

Usefulness of Pre-Op Materials

MD-Showed Respect

Pre-Op Visit-Prepared Mentally

Post Op-Informed About Recovery

Post Op-Communication & Contact

.00 .05 .10 .15 .20 .25 .30

Top Drivers

Relative Importance

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POST OP DRIVERS

1. Post Op - Communication & Contact

2. Post Op – Being Informed About Recovery

PostOp – Understanding Who to Contact for Information

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HUMAN & TEAM DRIVERS

MD – Showed Respect

Nurse – Listening Carefully

Patient Coordinator – Helpfulness of Information Provided

Staff – Organized and Coordinated Care

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PRE-SURGERY DRIVERS

PreOp Visit – Prepared Mentally

Usefulness of PreOp Materials

Pre-Sx Helpfulness of Communication

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COMPETITIVE ADVANTAGE? THINK

DIFFERENTLY

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National Average – 1.5% or 1:67

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VOICE OF THE CUSTOMER

WOM

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WOM CONTENT

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+2-6x

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StateOverall Conversion

Rate as a % w/ReviewsIncrease in

conversions as X

TX 1.77 2.53 1.43WA 1.00 1.51 1.51GA 1.57 2.39 1.52CA 2.18 3.83 1.76CA 1.09 2.13 1.95MA 1.77 3.69 2.08FL 1.28 2.86 2.23WA 1.00 2.68 2.68TX 1.43 4.32 3.02NJ 2.01 6.52 3.24NY 1.02 3.33 3.26WA 2.10 7.91 3.77OR 1.66 8.23 4.96

VA 0.95 6.17 6.49Average 1.5 4.15 2.9

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IMPROVE ROI ON YOUR PRACTICE WEBSITE

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Leads

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Cases

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+50%

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TRY IT NOWDo more with the people and

marketing you invest in

More happy patients. More cases.

More web leads.

CLICK to get started

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Do more with the people and marketing you invest in

More happy patients. More cases.

More web leads.

HERE’S HOW…

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FIRST, GET THE ONLY OPINION THAT MATTERS

We’re mobile- friendly!

More than 20% will

complete our survey on

their smartphone.

Get critical feedback at the perfect moment following

consult and surgery.

Survey. Satisfy. Share.

KNOW WHERE YOU STAND

Drill down for details with

regional & national benchmarking

among other board certified plastic

surgeons

“Anyone can send out a questionnaire. But without benchmarking against scores of other plastic surgeons, how do you set goals for improvement? The RPR team doesn’t just put the numbers in front of you; they are talented at

interpreting them and finding solutions that will work for your practice.” --Steven Teitelbaum, MD; Santa Monica, CA

Survey. Satisfy. Share.

MAKE CHANGES THAT GROW YOUR PRACTICE

How do your patients feel about your customer service?

Survey. Satisfy. Share.

Prospects who are highly satisfied with their consultation

are TWICE as likely to schedule surgery

SCHEDULE MORE CASES

Survey. Satisfy. Share.

INCREASE REFERRALSAND REPEAT BUSINESS

Patients who are highly satisfied with their

surgery experience are TWICE as likely to refer

you and return for additional services

Survey. Satisfy. Share.

Includes profile with unlimited

reviews and new patient

leads

Supports your SEO with followed links to

your website and social media pages

PROFILE IMPROVES SEARCH RESULTS

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ENHANCE YOUR ONLINE REPUTATION (FAST!)

96% of our members’ directory profiles

appear on the first page of Google search results*

*For searches that include the word “reviews”**and have the Comments Feed installed on their website

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GENERATE MORE LEADS FROM YOUR WEBSITE

When patients read reviews on your

website, they are TWO to EIGHT

times more likely to fill out the Contact

Us form! Your SEO team is

gonna love it!

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ENHANCE YOUR PRACTICE WEBSITE (FAST!)

100% of our members’ very

own websites appear on the first

page of Google search results**

*For searches that include the word “reviews”**and have the Comments Feed installed on their website

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IMPROVE ROI ON YOUR PRACTICE WEBSITE

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Plastic Surgery is the first medical

specialty to meet

consumer demand for

reviews

BOOST EXPOSURE ON PS.ORG

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Show reviews on

your TouchMD system

EXTEND THE EFFECTS

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LOVED BY PRACTICES,LARGE AND SMALL!

"I can’t thank you enough for how you’ve helped my practice grow. We're up

62% over last year in cosmetic cases...”

- Chris Hess, MD

"What I love the most about Real Patient Ratings is the patient feedback. It isn't my opinion, my doctor's opinion or an outside consultant's opinion, it is what our actual

patients say.

I can find easy and meaningful ways to make changes. Practice growth is a natural

outcome.”

-Vicki Koplow; Coordinator for Steven Teitelbaum, MD

“Real Patient Ratings delivered everything we could have wanted and more. They streamlined the process of sending consultations and surgery patients post-service

surveys and removed us entirely so that we didn't have to invest time

in obtaining this data.”

- Meghan WhaleyCoordinator for John Diaz, MD

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TRY IT NOWStrengthen, Grow and Protect your

practice. Find out what’s happening in your practice and generate up to 50 new reviews in the first 60-days.

Questions? Call 800-267-1228, ext. 4 for more

info.CLICK to get started