Schedule 50 More Patients This Summer!
If you want to schedule 50 additional patients this summer, you might consider tapping into one of the largest treasure troves in your entire practice, your stale patient leads. If you hired a consultant to come to your practice to help you grow, one of their first areas of focus would be your stale patient leads. These are the patients and families that have expressed interest in your practice (at one time or another) and then failed to produce the desired action, like schedule/show for a follow-up appointment or start a contract.
The reason consultants focus on this area first is because it produces very fast and insanely measurable results. If your team calls 100 stale patients, they might schedule four or five new appointments.
The math is very easy to understand. Your team can make 20 calls per hour. For the best lists, they should schedule one appointment per 20-25 calls, and that appointment, in many practices, will be worth about $800 of revenue (after accounting for no-show and case acceptance rates). Let’s say you pay your team member $20/hour + $5 per scheduled appointment.
Revenue ROI/hour = $800/$25 = 32x
Net Income ROI/hour = $300/$25 = 12x
This is not to good to be true.
It’s easy, easy money.
I designed an easy system to help us manage this process in our (ortho) practice year round.
Stale patient leads fall into four categories of descending importance:
- Completed appointment, recommended treatment, did not start treatment
- Completed appointment, recommended future visit, no-showed/canceled/did not schedule recommended visit
- Scheduled appointment, did not show
- Expressed interest in your services, did not schedule appointment
In many practices, because the lists are too long, it is a physical impossibility for the TC to adequately follow-up with all of these patients in a timely manner. Frankly, the sheer number of stale patient leads in most practices is so abundant it ‘s paralyzing. It’s hard to start working on a list that has no end!
So let’s break your re-engagement process into easy-to-understand lists and processes. Each patient group requires a similar system but might have a different RTM (responsible team member).
For you patient re-engagement you are going to need five things:
- Email – We use MailChimp.com for easy automated emailing
- Text – We recommend TextRequest for ease of use
- People – TC and AC
- Time – Fridays are perfect
In addition to the above, please check out Lighthouse 360 or Lifeline by Dentma for a more done-for-you solution.
Completed appointment, recommended treatment, did not start treatment
TC’s need to be responsible (RTM) for this entire list of patients that have been recommended treatment. Each patient on this list should be called and/or texted once per month.
Print a list at the beginning of the month (or use google sheets) and have the TC mark date and time of call on the sheet. Additionally, have the TC notate in the chart comments that they called. Each call should take no more than 2 minutes. Additionally, the list should be setup in an auto email service to send one monthly email. The call is more important than the email.
Have the TC email you and/or the manager at the end of every month with a copy of the completed list. Don’t ever let the TC get to the end of a month without completing his/her calls.
Completed appointment, recommended future visit, no-showed/canceled/did not schedule recommended visit
Depending on the size of your practice, the RTM might be a secondary TC. Again, all of these patients should be called and emailed once per month. EVERYTHING must be documented as it happens. If it’s not documented in real time, there is no way to keep RTM’s accountable.
Scheduled appointment, did not show & Expressed interest in your services, did not schedule appointment
For the last two groups of stale leads, I suggest having your appointment coordinators be the RTM. For our office, we have one AC who is the RTM for these two groups.
Document all calls like I suggested above. Remember, what’s inspected gets respected. You can’t hold people accountable without measurable results.
Notes for all stale patient follow-ups:
-Use the doctor’s authority. “Dr. Hansen asked me to call to…”
-Framing is very important. Make sure to always frame your conversations as a benefit to the patient. “Hey, Jamie! Dr. Hansen asked me to call as a convenience to make sure you didn’t have any more questions…”
-Assume they want to schedule. “We would love to get you setup for John’s complimentary follow-up X-ray and 3D scan. Do Wednesdays or Thursdays typically work better for your schedule?”
-Never, ever get to the end of the month without notated, completed lists from each RTM. Schedule reminder events in your calendar to make sure you receive the lists. This is easy money, people! If you don’t receive monthly lists, it’s a management problem (read -> your problem) and, consequently, you should ‘t expect the system to work. If the RTM gets to the end of the month without completing the list start with a verbal warning, then a written warning.
Here is a summary of the process:
RTM creates list on the first of the month -> RTM composes auto email in MailChimp and sends to entire list before the 5th -> RTM calls and/or texts everyone on the list once -> RTM delivers completed, notated list to manager at end of month -> repeat