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6 calls presents

  1. 1. Your Complete Solution to Patient Communication! Michael Karlsrud, 6 Calls
  2. 2. Patient Retention Makes Sense <ul><li>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. </li></ul>
  3. 3. Common Scenario <ul><li>Practice schedules appointments 1 year to 2 years out. (2 years?) </li></ul><ul><li>Recalled patients typically represents 30% of their total yearly exam volume. </li></ul><ul><li>< 50% patients respond to recall efforts. </li></ul><ul><li>More than 15% of their annual appointment volume is lost to ignored recalls. </li></ul>
  4. 4. So what happens? <ul><li>Patients information is not up to date. </li></ul><ul><li>Patients Information isn’t captured for future recalls. </li></ul><ul><li>Recall notices aren’t sent out in a timely manner, or at all. </li></ul><ul><li>Staff doesn’t prioritize or focus on daily recall activity. </li></ul><ul><li>External forces (IE. Your competition). </li></ul>
  5. 5. If you ever hear the words “We get to it when we have time…” Run! ‘Cause you don’t have a process.
  6. 6. The Silent Killer of Growth <ul><li>By the 3 rd year , there is a significant risk of patient loss because they fall outside of “normal” recall efforts. </li></ul>Recall Cycles… Appointment?
  7. 7. What’s At Risk? <ul><li>2500 exam patients a year X 30% from recall = 750 patients. </li></ul><ul><li>750 patients X $306 = $229,500 a year in revenue. </li></ul>According to the 2010 MBA study on Key Metrics of Optometric, the median spend of a full exam patient is *$306 .
  8. 8. What’s in your database?
  9. 9. Common Data Capture Rates
  10. 10. Factor in Demographics
  11. 11. <ul><li>Is a seamless integration of our opticians and your office. </li></ul><ul><ul><li>“ live” conversations with qualified staff. </li></ul></ul><ul><ul><li>Utilize your phone # for caller ID. </li></ul></ul><ul><ul><li>Schedules live into your PMS. </li></ul></ul><ul><ul><li>Reaches all patients in your database. </li></ul></ul><ul><ul><li>Preferred by patients over 45 yrs. </li></ul></ul><ul><ul><li>Frees up staff time from making calls to non-responding patients. </li></ul></ul><ul><li>Technology? </li></ul><ul><li>Smile Reminder </li></ul><ul><li>Demand Force 4 Patient Care </li></ul><ul><li>… or not. </li></ul>
  12. 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. 13. <ul><li>Graphical email </li></ul><ul><li>Fully customized text-messaging </li></ul><ul><li>Auto-voice calling </li></ul><ul><li>Web-scheduling </li></ul><ul><li>Web reputation management (“Webutation”) </li></ul><ul><li>Want to add technology? </li></ul>
  14. 14. Web Reputation Management <ul><li>Enhance web presence on Facebook ® and Google Places ™ </li></ul><ul><ul><li>Web Scheduling via Facebook ® </li></ul></ul><ul><ul><li>Patient reviews & comments posted to Google Places ™ </li></ul></ul><ul><li>Engage patient feedback through follow-ups and intelligent personalized surveys </li></ul><ul><li>Elevate online visibility </li></ul>
  15. 15. Why the drop? Does it really take this much effort?
  16. 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. 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. 18. www.6Calls.biz Phone: 877-808-9342 Email: info@6Calls.biz For more information visit www.6Calls.biz /practicioner