June 14, 2010
I laughed the other day when I received an automated voicemail that said, “You have an appointment with…’with your doctor.'”
Not very personal considering they didn’t even go the extra mile to state the name of my physician or the time of the appointment. Lesson learned: those standard voicemails actually matter (especially when they’re a waste of time rather than helpful). Which is why being aware of the latest in call center technology is important to increase your patient volume.
Your healthcare system’s call technology should be making your patients’ lives easier.
Check this out: A study of medical appointments and no-show rates conducted at Johns Hopkins determined that, “Published average show rates (SR) are 58%; young patients and those with low income patients are more likely to not show up. ‘I Forgot’ is the most common reason for a no-show.”
No one wants patient forgetfulness to be a contributing factor to decreased patient volume. Especially when it’s a problem with an easy solution: automated appointment reminders (via text or voicemail).
Here’s a brief checklist to review. How many of these areas are you confident you’re employing the most efficient call center technology to? The communication surrounding these categories should be valuable and convenient to your patients, which are important factors to consistently increase your patient volume.
Patient Payment Tracking & Billing
Prescription Status & Renewal Reminders
Annual Checkup Calls
April 19, 2010
YES! Online screening rocks!
I get asked all the time if online risk assessments lead to increases in clinical volume. I am very enthusiastic about the short-term and long-term effects of a comprehensive digital strategy and that should always include online risk assessments.
- online screening can drive measurable results
- it can change marketshare- and very few marketing tactics can do that
- it can reposition you to take the leadership in early detection and wellness- a very meaningful differentiation to women in their late 40’s to early 60’s
- it takes less personnel to administrate and less money to promote than traditional volume drivers like physician referral programs
- the results can be immediate – there is very little lag time from startup to patient admissions
- the results actually build – meaning you will make more money from your efforts in years 2 and 3 than you did from year 1
Still it is a shock to me that many hospital marketers still don’t believe in online screenings. Most of these programs are sold to service line leaders, but marketers should be spending media budgets to execute online risk assessment programs.
A favorite of mine is the HealthAware program from Byrne Healthcare . This program and ones like them are not cheap, but the ROI is fast and measurable. You gotta love that.
My advice: If you are not doing online early detection, start today.
April 14, 2010
Health Care Reform Insights From Harvard Business School Faculty – The Conversation – Harvard Business Review.
If you are going to do the radical things you must do to actually drive measurable Contribution Margin into your hospitals, you will have to better understand health reform legislation.
1) You can only be credible talking to your senior leaders if you are informed
2) You must begin modeling what is and what is not going to be profitable and then who and what you should target
This post from Harvard Business Review will take about 10 minutes to read. It is a good start in your understanding of the current situation and your thinking about the future of building profitable clinical volumes in your health system.