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6 calls presents Presentation Transcript

  • 1. Your Complete Solution to Patient Communication! Michael Karlsrud, 6 Calls
  • 2. 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.
  • 3. 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.
  • 4. 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).
  • 5. If you ever hear the words “We get to it when we have time…” Run! ‘Cause you don’t have a process.
  • 6. The Silent Killer of Growth
    • By the 3 rd year , there is a significant risk of patient loss because they fall outside of “normal” recall efforts.
    Recall Cycles… Appointment?
  • 7. 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.
    According to the 2010 MBA study on Key Metrics of Optometric, the median spend of a full exam patient is *$306 .
  • 8. What’s in your database?
  • 9. Common Data Capture Rates
  • 10. Factor in Demographics
  • 11.
    • 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 Reminder
    • Demand Force 4 Patient Care
    • … or not.
  • 12. 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.
  • 13.
    • Graphical email
    • Fully customized text-messaging
    • Auto-voice calling
    • Web-scheduling
    • Web reputation management (“Webutation”)
    • Want to add technology?
  • 14. 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
  • 15. Why the drop? Does it really take this much effort?
  • 16. Case Study: 11 mos. 2010-2011 196 Appointments Made. $4006 Invested. $55,971 Returned Revenue. 1 Dr. Practice, primarily Recall, some Recovery calls, $306 per exam revenue. The Results:
  • 17. “ 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.
  • 18. www.6Calls.biz Phone: 877-808-9342 Email: info@6Calls.biz For more information visit www.6Calls.biz /practicioner
  • 19.