Helpful Forums
PTManager
Rehab Edge
ADVANCE PT Talk Forum
MyPhysicalTherapySpace
Acute PT
Follow SpectraSoft . . .
Resources
SpectraSoft.com: Scheduling, Documentation, Billing and Analytics Solutions
AppointmentsEverywhere.com: Web-Based Scheduling w/out servers or software costs
SchedulingSoftware.com:
Find the best scheduling solution for your setting.
PTdocumentation.com:
Lightning-fast branching-logic system for physical therapy
ABAscheduling.com: Scheduling/reporting for the unique needs of autism care
MedicalScheduling.com:
Find the best alternative for your clinic or hospital
OncologyScheduling.com
Schedule or revise an entire oncology protocol in seconds
AppointmentSoftware.com: Scheduling for healthcare, government and business
Patient Scheduling.com:
Find the best medical patient appointment scheduling
About PMN
Practice Management News is a free newsletter for SpectraSoft customers and friends, offering insightful articles, handy user tips and troubleshooting advice to help you get more done with SpectraSoft software.
Links
PhysicalTherapy.org - Physical Therapy and The Alexander Technique
College Research - The CollegeBound Network works in partnership with America's colleges and universities, Fortune 1000 companies, military branches, and leading educational companies to help students achieve their academic and lifestyle goals.
BetterU, Inc. - Free Fitness and Exercise Information and Online Personal Training
7 Steps to Improve Patient Retention
Retaining patients is essential to the profitability of your practice. Yet many patients fail to complete their course of treatment. When that happens, the patient suffers, and you lose out on the revenue from those unfulfilled visits. Implementing some of these simple steps may help you improve your retention rate.
1. Make every impression a great impression
Your first step is to work with your staff to review the entire patient experience. This starts with the reminder call or letter they receive about their appointment. Is it bland and business-like, or does it communicate that you are excited and grateful to have the patient on board? When a patient checks in, are they greeted with a smiling, personable welcome, or a casual glance from an overworked or disinterested receptionist?
The practitioner should be able to greet each patient by name and ask specific questions about their current state, based on notes in the patient documentation. At the end of the appointment, let the patient know it was great to have them and that you truly look forward to seeing them again.
2. Enhance the surroundings
When a patient is involved in a recurring form of treatment, whether it's physical therapy, counseling or any other discipline, they are often dejected about the effects of their condition. That means a break in the day that is filled with optimism and energy is all the more welcome. Take a look around your practice from a "patient's eye" view: do they feel excited about what they are scheduled to experience…or is it a bit of a downer to check in?
You can start with the basic surroundings. Maybe your site needs a paint job, or artwork on the walls. Perhaps some positive music. If you are treating patients in a common treatment area, consider whether portable partitions might increase the privacy and improve the atmosphere of your practice.
3. Sell the sizzle, not the steak
An old marketing rule states that you should sell the benefits of your product, not the features. The same is true in your practice. Remember that no one comes to your office to get treatment -- they come to get better. If you are a physical therapist, don't talk to the patient about doing bends, stretches and lifts; talk about increasing strength, flexibility and coordination.
Constantly repeat the benefits of what you are doing and help your patients see that what they are accomplishing is worth the pain and frustration. Progress is gradual and many patients don't recognize the improvements they making. Be sure to point out any measurable or observable improvements.
4. Create a sense of urgency
It's important that you point out to your patient the negative consequences of abandoning treatment. Many people drop out of program thinking in the back of their mind that some day they will go back. This almost never happens. Create a "now or never" sense of urgency about the importance of maintaining their course of treatment.
5. Prevent that first no-show
Patients often feel the urge to cancel or no-show an appointment for many reasons. You will find that once they miss an appointment the first time, it becomes easier and easier to cancel or no-show in the future. So do everything you can to prevent that first no-show.
Install an automated system that delivers reminder calls and/or reminder emails to every patient. Reinforce the importance of consistent attendance during every session. Let the patient know that considerable time and resources have been reserved for the patient -- in other words, your time is valuable! And if necessary, consider a strict cancellation policy, including charges for no-shows and last-minute cancellations.
6. Overcome embarrassment
Some patients don't show up for an appointment because they are embarrassed. Maybe they didn't do the home exercises they were supposed to do, or they didn't show for their last appointment. Someone from the practice (either at the front desk, or when possible, the practitioner) should follow up over the phone with each patient who misses an appointment, to find out the reason and to encourage that patient to attend the next scheduled session.
7. Make your patients feel at home
If you have patients that will be coming in on a regular basis, give them a brief office orientation. Show them where the coffee pot and the bathrooms are. Introduce them to the staff. In short: make them feel at home. Encourage the office staff and practitioners to display photos and memorabilia in their work areas, to create opportunities to share a little about themselves. Anything you can do to strengthen relationships with your patients is sure to improve not only retention, but the results you achieve.
Conclusion
Hopefully, these simple steps will enhance both your patient retention and your overall quality of care. Let us know how you’re doing and if this article was helpful by emailing PMN at editor@practicemanagementnews.com.
PASS IT ON: Know anyone who might be interested in this newsletter?
Forward this page to your friends.
Copyright © 2009 SpectraSoft
8240 South Kyrene Rd., Ste 109 Tempe, Arizona 85284
1.800.889.0450
