Ways to Keep Patients Coming Back to Your Health Facility

Running a successful healthcare facility not only requires you to provide your patients with quality health care, but also to provide them with experiences that drive patient satisfaction and retention. Unfortunately, patient retention is a major concern for many health care facilities. Just one negative experience could cause your patient not to come back, and new patient acquisition is extremely difficult and costly to attract. How can your patients gain trust in your practice? Check out these tips to help create patient retention strategies which will keep patients coming back to your healthcare facility: Create a Customer Service Training Program For Your Staff A study conducted by John Hopkins found that inadequate emphasis was placed on the process for proper patient identification within the training syllabus for registration staff. Key questions to consider include: How they are greeting patients? How are they entering the data into the system? How they are verifying the patient's identify? (Are they using more than one identifier?) What standard documents are used to identify patients? Take immediate corrective actions to ensure your registration process is standardized across your organization. Updating your customer service training curriculum will help reinforce proper patient identification steps. Make Follow-up a Standard Practice Don’t wait for patients to follow-up with you. Getting feedback from your patients is essential to understanding their experience. A simple follow-up call a few days after the patient's visit can provide the patient with an opportunity to voice any questions or concerns of their visit. By following up with your patients and asking questions you can discover how they are feeling and if they: need to schedule another appointment understand the doctor's suggestions need a prescription refill have any billing questions Asking questions can shed light [...]

By | 2017-10-25T18:03:45+00:00 Tuesday, November 28, 2017|Categories: Uncategorized|Tags: , , |0 Comments

Are You Spending $20M per Year to Acquire New Patients?

Satisfied customers and unsatisfied customer all have one thing in common, they all talk, and others repeat what they say. Let’s face it, patients are customers and as healthcare professionals we have to worry not only about keeping them healthy but keeping them coming back. A Harvard Review study states that depending on what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one. It makes sense: you don’t have to spend time and resources going out and finding a new patient — you just have to keep the ones you have happy. All customer oriented industries have some customer churn. In healthcare it is, called Patient Churn. That is patients who come once but do not return. This can happen for many reasons. In business in general, upwards of 70% of people who take their business elsewhere do so because they perceive an attitude of indifference. Admittedly, their perception may not have been due to a deliberate slight or discourtesy, but the result is staggering anyway. The Cost of Acquiring a New Patient The cost of acquiring a new patient can be high. Let’s say your healthcare organization is spending $2,000 for the month in marketing. These marketing efforts, produced 20 leads and converted 5 into appointments. $2,000 / 20 leads = $100 per lead. $2,000 / 5 scheduled appointments = $400 per new patient acquired. If you are a large healthcare organization with a patient churn rate of 10% annually and you see 500,000 patients annually, you could be losing as many as 50,000 patients per year. If it costs $400 to acquire a new patient, you could be spending upwards of $20M per year on marketing just to [...]

By | 2017-10-25T18:01:39+00:00 Tuesday, November 7, 2017|Categories: Uncategorized|Tags: |0 Comments

How Health Facilities Retain More Patients with Privasent

Patient retention is a major concern for healthcare facilities, especially in major metropolitan areas where there is a lot of choice. It is more important than ever to treat your patients well and really earn their business. You want your good patients to return and to suggest you to their friends and family when someone needs a brilliant and caring physician. This involves something that many practices have forgotten altogether: customer service. Emphasizing Customer Service in Healthcare – Patient Retention Strategies Marketing: Marketing is needed to roll out new ideas and campaigns across the organization. It is difficult to retain patients that you don't have. Put your best foot forward and ensure your marketing is authentic and useful, more than directly promotional. The goal should be to position yourself as a resource in the community, and to cultivate a community of raving fans around your practice. Remember, marketing is a service. The more patients you reach, the more people you can serve. Don't think it is important? When a person successfully searches online for a practice, it results in a phone call almost 70 percent of the time. The telephone: When a patient calls to schedule an appointment, it is always best to have a real person (with a friendly tone and a smile) answer the phone. In some clinics, it may be necessary to have an automated phone system as backup, but a live person is best. The fastest way to send a patient back to Google is to make them leave a message and wait for a return call for something as simple as scheduling an appointment. Check-in and waiting: Be sure to greet everyone arriving in your office with an open-ended question, [...]

By | 2017-10-25T17:51:20+00:00 Tuesday, July 25, 2017|Categories: Uncategorized|Tags: , , |0 Comments

Understanding KPIs for Patient Retention and Satisfaction

Patient retention is a hot topic in healthcare circles these days. Patient retention is defined in the same way any successful relationship is: by having positive interactions. In business in general, upwards of 70% of people who take their business elsewhere do so because they perceive an attitude of indifference. Admittedly, their perception may not have been due to a deliberate slight or discourtesy, but the result is staggering anyway. In virtually any healthcare environment, the essential elements of interaction (improving retention and reducing attrition) are proactive steps to avoid the “indifference” message with your internal public. Key Performance Indicators (KPIs for Patient Retention) Studies have shown that it costs six or seven times more to recruit a new patient than to retain one you already have. If you are spending about $400 in marketing costs to bring on a new patient. The average annual patient churn within a healthcare system is 10%. If your facility sees 100,000 patients a year and you lose 10,000 of those patients, you could easily be spending $400,000 in marketing costs just to maintain the number of patients you have. So what leading indicators can your facility measure to analyze a patient’s risk of churn? Here are some examples: Time to complete registration Experience score with staff Annual number of visits Overall patient satisfaction score Once you’ve determined the indicators of patient churn in your facility, you can tie those back to financial KPIs which can be used to forecast churn and associated costs. For example: Patient acquisition rate Patient attrition rate Patient retention rate Cost to acquire a patient Cost to retain a patient Strategies for Enhancing Patient Retention Registration The patient experience in registration is a strong indicator of [...]

By | 2017-10-25T17:48:58+00:00 Sunday, June 25, 2017|Categories: Uncategorized|Tags: , , |0 Comments