RADIOLOGY RENOVATION How to Make Your Practice Appeal to Patients and Referrers Steve Forthuber, Executive Vice President,...
RADIOLOGY RENOVATION With respect to the definition of business purpose and business mission, there is only one such focus...
RADIOLOGY RENOVATION <ul><li>Who is the customer? </li></ul><ul><ul><li>Patients </li></ul></ul><ul><ul><li>Referring Offi...
RADIOLOGY RENOVATION Perceived Homogeneity of Imaging Services Potential for Differentiation:  8 of 10 people surveyed per...
RADIOLOGY RENOVATION <ul><li>How to Differentiate? </li></ul><ul><ul><li>Service, service, service! </li></ul></ul><ul><ul...
RADIOLOGY RENOVATION <ul><li>Office Manager </li></ul><ul><li>Primary care front-office staff members drive decisions on a...
RADIOLOGY RENOVATION <ul><li>Primary Care Physicians </li></ul><ul><li>Exceed expectations on acute cases </li></ul><ul><l...
RADIOLOGY RENOVATION <ul><li>Specialists </li></ul><ul><li>Provide a quality image with immediate access </li></ul><ul><li...
RADIOLOGY RENOVATION <ul><li>Patients </li></ul><ul><li>Eliminate the wait </li></ul><ul><li>Make scheduling and registrat...
RADIOLOGY RENOVATION <ul><li>Payors </li></ul><ul><li>Utilization </li></ul><ul><li>Access  </li></ul><ul><li>Cost </li></...
RADIOLOGY RENOVATION <ul><li>Metrics </li></ul><ul><ul><li>You can’t manage what you don’t measure </li></ul></ul><ul><ul>...
RADIOLOGY RENOVATION <ul><li>Feedback and Knowledge </li></ul><ul><ul><li>Seek </li></ul></ul><ul><ul><li>Listen </li></ul...
RADIOLOGY RENOVATION <ul><li>Clinical Excellence:  “Good Medicine is good business” </li></ul><ul><ul><li>Quality image </...
RADIOLOGY RENOVATION <ul><li>Customer Service </li></ul><ul><ul><li>Right people </li></ul></ul><ul><ul><li>Training </li>...
RADIOLOGY RENOVATION <ul><li>Convenience </li></ul><ul><ul><li>Easy to schedule </li></ul></ul><ul><ul><ul><li>Balance of ...
RADIOLOGY RENOVATION <ul><li>Access </li></ul><ul><ul><li>Location and modalities </li></ul></ul><ul><ul><li>Participation...
RADIOLOGY RENOVATION In Closing Focus on adding value to all customers, and to differentiating your center through excepti...
RADIOLOGY RENOVATION Live Q&A Session Steve Forthuber Executive Vice President, Chief Operating Officer East Region –  Rad...
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Radiology Renovation: How to Make Your Practice Appeal to Patients (and Referrers), Steve Forthuber

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Radiology Renovation: How to Make Your Practice Appeal to Patients (and Referrers) - Presented by http://www.healthimaging.com - speaker: Steve Forthuber, Executive Vice President, COO - East Region RadNet, Inc. Presented at the GE Virtual Conference, September 14, 2011.

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Radiology Renovation: How to Make Your Practice Appeal to Patients (and Referrers), Steve Forthuber

  1. 1. RADIOLOGY RENOVATION How to Make Your Practice Appeal to Patients and Referrers Steve Forthuber, Executive Vice President, Chief Operating Officer - East Region
  2. 2. RADIOLOGY RENOVATION With respect to the definition of business purpose and business mission, there is only one such focus, one starting point. It is the customer. The customer defines the business... For this reason alone, any serious attempt to state “what our business is” must start with the customer’s realities, his situation, his behavior, his expectations and his values. -Peter Drucker
  3. 3. RADIOLOGY RENOVATION <ul><li>Who is the customer? </li></ul><ul><ul><li>Patients </li></ul></ul><ul><ul><li>Referring Offices </li></ul></ul><ul><ul><li>Payors </li></ul></ul>
  4. 4. RADIOLOGY RENOVATION Perceived Homogeneity of Imaging Services Potential for Differentiation: 8 of 10 people surveyed perceived little or no differences among imaging centers.
  5. 5. RADIOLOGY RENOVATION <ul><li>How to Differentiate? </li></ul><ul><ul><li>Service, service, service! </li></ul></ul><ul><ul><li>Keep focus on the customer’s </li></ul></ul><ul><ul><li> perspective </li></ul></ul><ul><ul><li>Think “How can we” </li></ul></ul>
  6. 6. RADIOLOGY RENOVATION <ul><li>Office Manager </li></ul><ul><li>Primary care front-office staff members drive decisions on approximately $840K of gross revenue. If we can do three common things, uncommonly well, we will capture more business. </li></ul><ul><li>Make scheduling convenient </li></ul><ul><li>Eliminate insurance and </li></ul><ul><li>pre-authorization confusion </li></ul><ul><li>Provide flexible business hours </li></ul>Diagnostic Imaging with a different point-of-view… YOURS.
  7. 7. RADIOLOGY RENOVATION <ul><li>Primary Care Physicians </li></ul><ul><li>Exceed expectations on acute cases </li></ul><ul><li>Radiologist be a clinical consultant </li></ul><ul><li>Be accessible to triage </li></ul><ul><li>Recommend the most appropriate </li></ul><ul><li>exams </li></ul><ul><li>Do not hedge on results </li></ul>Diagnostic Imaging with a different point-of-view… YOURS.
  8. 8. RADIOLOGY RENOVATION <ul><li>Specialists </li></ul><ul><li>Provide a quality image with immediate access </li></ul><ul><li>Be available for a second opinion </li></ul><ul><li>Don’t hedge </li></ul><ul><li>Direct consultation on complex </li></ul><ul><li>cases </li></ul><ul><li>Continuity of radiologists and access </li></ul><ul><li>to comparison films </li></ul><ul><li>More demanding than a PCP </li></ul>Diagnostic Imaging with a different point-of-view… YOURS.
  9. 9. RADIOLOGY RENOVATION <ul><li>Patients </li></ul><ul><li>Eliminate the wait </li></ul><ul><li>Make scheduling and registration </li></ul><ul><li>convenient – minimize redundancies </li></ul><ul><li>Provide convenient hours </li></ul><ul><li>Diagnostic precision and convenience </li></ul><ul><li>make the most difference. </li></ul>Diagnostic Imaging with a different point-of-view… YOURS.
  10. 10. RADIOLOGY RENOVATION <ul><li>Payors </li></ul><ul><li>Utilization </li></ul><ul><li>Access </li></ul><ul><li>Cost </li></ul>Diagnostic Imaging with a different point-of-view… YOURS.
  11. 11. RADIOLOGY RENOVATION <ul><li>Metrics </li></ul><ul><ul><li>You can’t manage what you don’t measure </li></ul></ul><ul><ul><li>Proper focus </li></ul></ul><ul><ul><ul><ul><li>Leadership </li></ul></ul></ul></ul><ul><ul><li>Continual learning </li></ul></ul><ul><ul><ul><ul><li>Every error is an opportunity </li></ul></ul></ul></ul><ul><ul><li>Must be “actionable” </li></ul></ul><ul><ul><ul><ul><li>Real-time dashboards </li></ul></ul></ul></ul>
  12. 12. RADIOLOGY RENOVATION <ul><li>Feedback and Knowledge </li></ul><ul><ul><li>Seek </li></ul></ul><ul><ul><li>Listen </li></ul></ul><ul><ul><li>Learn </li></ul></ul><ul><ul><li>Consistency with flexibility </li></ul></ul><ul><ul><li>Segment customers </li></ul></ul>
  13. 13. RADIOLOGY RENOVATION <ul><li>Clinical Excellence: “Good Medicine is good business” </li></ul><ul><ul><li>Quality image </li></ul></ul><ul><ul><ul><li>Right people </li></ul></ul></ul><ul><ul><ul><li>Right equipment </li></ul></ul></ul><ul><ul><ul><li>Right work-flow </li></ul></ul></ul><ul><ul><li>Peer review </li></ul></ul><ul><ul><li>Quality assurance </li></ul></ul><ul><ul><li>Access </li></ul></ul><ul><ul><li>Environment </li></ul></ul>
  14. 14. RADIOLOGY RENOVATION <ul><li>Customer Service </li></ul><ul><ul><li>Right people </li></ul></ul><ul><ul><li>Training </li></ul></ul><ul><ul><li>Feedback </li></ul></ul><ul><ul><li>Leading indicators </li></ul></ul>
  15. 15. RADIOLOGY RENOVATION <ul><li>Convenience </li></ul><ul><ul><li>Easy to schedule </li></ul></ul><ul><ul><ul><li>Balance of information </li></ul></ul></ul><ul><ul><ul><li>Call abandonment </li></ul></ul></ul><ul><ul><ul><li>Time to answer </li></ul></ul></ul><ul><ul><li>Patient wait time </li></ul></ul><ul><ul><li>Right procedure and right information </li></ul></ul><ul><ul><li>Cancellation, no-shows and aborts </li></ul></ul>
  16. 16. RADIOLOGY RENOVATION <ul><li>Access </li></ul><ul><ul><li>Location and modalities </li></ul></ul><ul><ul><li>Participation status </li></ul></ul><ul><ul><li>Backlogs </li></ul></ul><ul><ul><li>Hours of operation </li></ul></ul><ul><ul><li>Distribution of data </li></ul></ul><ul><ul><ul><li>Portals </li></ul></ul></ul><ul><ul><ul><li>EMR </li></ul></ul></ul><ul><ul><ul><li>HIE </li></ul></ul></ul>
  17. 17. RADIOLOGY RENOVATION In Closing Focus on adding value to all customers, and to differentiating your center through exceptional service. Good luck and thank you for your time!
  18. 18. RADIOLOGY RENOVATION Live Q&A Session Steve Forthuber Executive Vice President, Chief Operating Officer East Region – RadNet, Inc. [email_address] Mary Tierney VP, Chief Content Officer, Health Imaging [email_address] <ul><li>To Submit a Question: </li></ul><ul><ul><li>Type your question in the white Q&A box. </li></ul></ul><ul><ul><li>Hit send to deliver your question to the speaker. </li></ul></ul>To view this presentation again, please login into the conference and visit the Auditorium. All presentations will be available OnDemand within 48 hours.

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