Managing Patient Expectations 7 Rules of Success Presented at VCS 2015

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2 likes•626 views

The document outlines 7 steps for managing patient expectations in cosmetic surgery practices: 1) Good communication to understand patient motivations and listen for concerns. 2) Educate patients on procedures, benefits, risks, and policies without exaggerating outcomes. 3) Set realistic aesthetic goals and don't give false hope about results. 4) Use before/after photos, imaging, and educational videos to show examples. 5) Reinforce the mutual understanding of goals and realistic expectations. 6) Prepare patients for recovery timelines and emotional aspects. 7) Encourage reliable research from professional sources rather than online forums. Following these steps increases patient satisfaction, practice revenue, and decreases surgical revisions and legal claims.

Make Me Beautiful
16/15/15
Michele Garber, NipTuck Coach™ (c)
2015

Welcome
2
Michele Garber, Founder
NipTuck Coach
Patient Advocacy, Consulting
www.niptuckcoach.com
6/15/15
Michele Garber, NipTuck Coach™ (c)
2015

Managing Patient Expectations
7 Steps for Success
Presented by Michele Garber
3
Vegas Cosmetic Surgery2015
6/15/15
Michele Garber, NipTuck Coach™ (c)
2015

4
Plastic Surgery is a Life
Changing Event
6/15/15
Michele Garber, NipTuck Coach™ (c)
2015

Patients Are Influenced By
56/15/15
Michele Garber, NipTuck Coach™ (c)
2015

66/15/15
Michele Garber, NipTuck Coach™ (c)
2015

I want to look “Perfect”
76/15/15
Michele Garber, NipTuck Coach™ (c)
2015

8
The Virgin Aesthetic Patient
6/15/15
Michele Garber, NipTuck Coach™ (c)
2015

9
The Loyal Aesthetic Patient
6/15/15
Michele Garber, NipTuck Coach™ (c)
2015

Patient’s Have High Expectations
106/15/15
Michele Garber, NipTuck Coach™ (c)
2015

Managing Patient's Expectations
• Increases Patient Satisfaction
• Increases Practice Revenue
• Decreases Surgical Revisions
• Decreases Legal Claims
116/15/15
Michele Garber, NipTuck Coach™ (c)
2015

1. Good Communications:
• Uncover Patient's Motivation
• Be a Good Listener
• Listen for Red Flags
• Watch Body Language
126/15/15
Michele Garber, NipTuck Coach™ (c)
2015

2. Educate & Inform:
• Procedure Details
– No False Hype
– Options
– Benefits, Risks, Complications
– Don’t Dumb It Down
• Office & Revision Policies
136/15/15
Michele Garber, NipTuck Coach™ (c)
2015

3. Set Realistic Goals:
146/15/15
Michele Garber, NipTuck Coach™ (c)
2015

• Develop an
Aesthetic Plan
Together
• Don’t Give
False Hope
• Be Careful with
Language
15
Katie Halchishick, as photographed by Matthew Rolston for O, The Oprah Magazine.
6/15/15
Michele Garber, NipTuck Coach™ (c)
2015

AVOID CANNED PHRASES
“You will look beautiful”
“This is an easy case”
“You’re Facelift will last 5-10 years”
“You’ll be back at work in two weeks”
You can’t guarantee anything!
14166/15/15
Michele Garber, NipTuck Coach™ (c)
2015

4. Show and Tell:
• Before and After Photos
• Computer 3-D Imaging
• Drawings | Sketches
• On-line Educational Videos
• Surgical Suite
176/15/15
Michele Garber, NipTuck Coach™ (c)
2015

5. Re-enforce:
• Mutual Understanding of Aesthetic Goals
• Realistic Expectations
• Understanding of Benefits, Risks and
Complications
• Office Policies
• Revision Polices
18
Michele Garber, NipTuck Coach™ (c)
2015

19
6. Prepare:
6/15/15
Michele Garber, NipTuck Coach™ (c)
2015

• Set Realistic Recovery Time
• Plan for Patient to have a “Surgical Buddy”
• Extended Support Systems
• Emotional Aspects of Surgery
• Healing Process and Results
206/15/15
Michele Garber, NipTuck Coach™ (c)
2015

7. Reliable Research:
• Discourage Online
Message Boards
• Encourage Industry
Association Websites
• Educational You-Tube
Videos
• Your Practice
216/15/15
Michele Garber, NipTuck Coach™ (c)
2015

Summary
1. Good Communications
2. Educate & Inform
3. Set Realistic Goals
4. Show & Tell
5. Re-enforce
6. Prepare
7. Reliable Research
226/15/15
Michele Garber, NipTuck Coach™ (c)
2015

23
“Love of beauty is taste.
The creation of beauty is art.”
Ralph Waldo Emerson
6/15/15
Michele Garber, NipTuck Coach™ (c)
2015

Thank You!
24
www.niptuckcoach.com
www.facebook.com/niptuckcoach
Follow me on Twitter @niptuckcoach,
#safetyinaesthetics
Subscribe to
The Nip/Tuck Talk™ Radio Show
on iTunes and Stitcher.com
6/15/15
Michele Garber, NipTuck Coach™ (c)
2015

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Narayana Health was founded in 2001 by Dr. Devi Shetty to provide high quality and affordable healthcare to more people in India. It has expanded to 23 hospitals across 14 cities. Narayana Health is known for innovations like economies of scale, shared resources, and telemedicine to reduce costs. Under the leadership of Dr. Shetty, Narayana Health has performed over 99,000 cardiac surgeries and aims to make quality healthcare accessible to more people in India.

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Fortis Healthcare has a vision to set up a network of world-class specialty hospitals linked to multi-specialty hospitals through a hub-and-spoke model. It currently operates 38 hospitals across India with over 5,200 beds. The company aims to be the premier healthcare provider in the region through quality and patient-centric care. Fortis plans to grow through new hospitals, acquisitions, and operating and management contracts with other healthcare providers.

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The document summarizes the presentation on visits to three hospitals in Jaipur, India - Rukmani Devi Beni Prasad Jaipuria Hospital, Khandaka Hospital, and Fortis Hospital. Rukmani Devi Hospital is a general hospital run by the Rajasthan government. Khandaka Hospital specializes in orthopedics and was the first ISO certified orthopedic hospital in North India. Fortis Hospital is a multi-specialty hospital and the first NABH accredited hospital in Rajasthan. Observations from the visits noted the infrastructure, departments, services, and quality of care at each hospital.

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Health Care costs have been growing at an unsustainable rate. Reaching an estimated 17.3 percent of gross domestic product (GDP) in 2009, according to the Centers for Medicare and Medicaid Services (CMS), representing the largest one-year increase in history when the nation itself was in the midst of the “great recession.” Predictions are for health care costs to be 19.3 percent of GDP in 2019 (four times the 5.1 percent of GDP in 1960). Despite the high cost of health care, gaps and inequities persisted, leading to health care reform. The 2010 Patient Protection and Affordable Care Act (PPACA), or commonly Affordable Care Act (ACA) is attempting to change the US health care system from a volume-based to a value-based model.

Hospital Marketing PowerPoint Presentation ppt

Vibhav Gautam

In B Grade and C Grade cities of India, Hospital Marketing is not a recognized branch but it plays a very important role. Here is a guide for Hospital Marketing with basic knowledge. Hope you all will be in gain of something from my efforts. For more information and updates join me and contact me directly. Credit for guidance goes to my mentor and guide Mr. Manish Kumar Vaishnav Sir, Slide Background taken from fppt.com other sources are collected from Google and Wikipedia. These facts are only for the presentation and basic ideas of Hospital Marketing in B and C grade cities,no elaborated and complete information is shared here, any mismatch in information will be consider for the change, your valuable feedback's and suggestions are cordially invited, for complete information contact me directly. Market Research | Analysis | Strategy Building | Budgeting| Recruitment | Costing | All other Hospital Marketing Aspects

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The document discusses NABH (National Accreditation Board for Hospitals and Healthcare Providers) which establishes standards for healthcare organizations in India and provides accreditation. It defines quality healthcare as care that benefits patients without harming them using tested safe and affordable methods according to set standards. NABH accreditation involves an external review of a healthcare organization's quality system and compliance with NABH standards. The standards are divided into patient centered and organization centered standards, covering areas like access to care, patient rights, infection control, management, and information systems. Accreditation through NABH provides benefits to clients, healthcare providers, and healthcare institutions such as improved outcomes, satisfaction, reputation and efficiency.

NABH

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This document discusses the National Accreditation Board for Hospitals & Healthcare (NABH) standards for hospital accreditation in India. It provides an overview of NABH, outlines the 10 chapters and over 100 standards that hospitals must meet for accreditation, and gives examples of some key standards within chapters related to access to care, patient care, medication management, patient rights, and quality improvement. The standards are designed to help hospitals improve patient outcomes, safety, and satisfaction by benchmarking their services and processes against internationally recognized quality criteria.

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The document provides an overview of Fortis Escorts Hospital in Amritsar, India. It describes the hospital as a 154 bed multi-specialty facility with specialties in cardiology. The hospital aims to provide compassionate and clinically excellent patient care. It offers a range of diagnostic, treatment and specialty services including cardiology, gastroenterology, nephrology and endocrinology services. The document serves to introduce the organization where the study on patient satisfaction with OPD services will be conducted.

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Patient Touch Points presented at The Vegas Cosmetic Surgery Symposium 2015

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There is increasing confidence that cell therapies will soon play a role in the treatment of autoimmune disorders, but the extent of this impact remains to be seen. Early readouts on autologous CAR-Ts in lupus are encouraging, but manufacturing and cost limitations are likely to restrict access to highly refractory patients. Allogeneic CAR-Ts have the potential to broaden access to earlier lines of treatment due to their inherent cost benefits, however they will need to demonstrate comparable or improved efficacy to established modalities. In addition to infrastructure and capacity constraints, CAR-Ts face a very different risk-benefit dynamic in autoimmune compared to oncology, highlighting the need for tolerable therapies with low adverse event risk. CAR-NK and Treg-based therapies are also being developed in certain autoimmune disorders and may demonstrate favorable safety profiles. Several novel non-cell therapies such as bispecific antibodies, nanobodies, and RNAi drugs, may also offer future alternative competitive solutions with variable value propositions. Widespread adoption of cell therapies will not only require strong efficacy and safety data, but also adapted pricing and access strategies. At oncology-based price points, CAR-Ts are unlikely to achieve broad market access in autoimmune disorders, with eligible patient populations that are potentially orders of magnitude greater than the number of currently addressable cancer patients. Developers have made strides towards reducing cell therapy COGS while improving manufacturing efficiency, but payors will inevitably restrict access until more sustainable pricing is achieved. Despite these headwinds, industry leaders and investors remain confident that cell therapies are poised to address significant unmet need in patients suffering from autoimmune disorders. However, the extent of this impact on the treatment landscape remains to be seen, as the industry rapidly approaches an inflection point.

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11. Managing Patient's Expectations • Increases Patient Satisfaction • Increases Practice Revenue • Decreases Surgical Revisions • Decreases Legal Claims 116/15/15 Michele Garber, NipTuck Coach™ (c) 2015

13. 2. Educate & Inform: • Procedure Details – No False Hype – Options – Benefits, Risks, Complications – Don’t Dumb It Down • Office & Revision Policies 136/15/15 Michele Garber, NipTuck Coach™ (c) 2015

15. • Develop an Aesthetic Plan Together • Don’t Give False Hope • Be Careful with Language 15 Katie Halchishick, as photographed by Matthew Rolston for O, The Oprah Magazine. 6/15/15 Michele Garber, NipTuck Coach™ (c) 2015

16. AVOID CANNED PHRASES “You will look beautiful” “This is an easy case” “You’re Facelift will last 5-10 years” “You’ll be back at work in two weeks” You can’t guarantee anything! 14166/15/15 Michele Garber, NipTuck Coach™ (c) 2015

18. 5. Re-enforce: • Mutual Understanding of Aesthetic Goals • Realistic Expectations • Understanding of Benefits, Risks and Complications • Office Policies • Revision Polices 18 Michele Garber, NipTuck Coach™ (c) 2015

20. • Set Realistic Recovery Time • Plan for Patient to have a “Surgical Buddy” • Extended Support Systems • Emotional Aspects of Surgery • Healing Process and Results 206/15/15 Michele Garber, NipTuck Coach™ (c) 2015

24. Thank You! 24 www.niptuckcoach.com www.facebook.com/niptuckcoach Follow me on Twitter @niptuckcoach, #safetyinaesthetics Subscribe to The Nip/Tuck Talk™ Radio Show on iTunes and Stitcher.com 6/15/15 Michele Garber, NipTuck Coach™ (c) 2015

Editor's Notes

Media, friends, internet, message boards , life circumstances, Reality TV
Sometimes Unrealitistic-
BDD- uncertaim scared + Good communciation= good business Body language – May have the money, jhave trusting eyes and is not eve paying attenton Create an assement tool
You are going to pay the rice if Pat is not well informed
Positive effect- look nicer, it will last 15 years, easy case- patients are unique many factors affect outcome
How many times have you said or heard this?
Not only Best work- 1- month 6 months 1 year out, patients concerned about scars
Patient are nervous and sometime glazed over
Lifestyle has a role in recovery
Plastic surgery.org, the palstic surgery channel,
Create a check list for PT to see if you they understand procedure after consult

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