With Genesis, Patient Retention is Automatic
The patient pool is something that constantly needs to be re-filled for many Chiropractors. It is a never-ending process of finding new patients to replace the ones who have left your practice. This creates a continuous area of work for you, as the doctor. You not only have to handle patient treatment, you are the staff and office manager, the record keeper, the financial manager, and the patient recruiter. Wouldn’t it be easier if once you had a patient, you had an automated system to keep that patient? Wouldn’t it be better if you had a simple way to make sure that every patient became an educated patient, who understood the value of maintenance care to ensure their optimal health? How much easier would your day-to-day practice management be if patient activities were automatic? One of the most valuable steps you can take in your practice is to automate your patient retention. When you are not constantly having to refill your patient pool, you practice can truly grow. The problem is that in many practices, patient retention is another activity that is memory managed and often forgotten until you are trying to discover the reason that you have lost yet another patient. Let’s take a quick look at what activities are necessary for patient retention. The most obvious one is patient education. Have you done everything to ensure that your patient understands the benefit of Chiropractic in their life? Not just how it helps them get out of pain but how Chiropractic can help them reach and maintain optimal health? This area of patient retention can often be neglected, especially when your practice becomes busier and you are seeing a high volume of patients every day. But, there is even more to patient retention than educating them on Chiropractic. Each interaction that you and your staff have with a patient influences whether or not they will continue care, how they feel about your practice, and the value they place on their care. From how your staff greets them when they walk in the door, to how their billing is handled, to making sure re-exams are scheduled, and follow-up calls are completed, every interaction has an effect on patient retention. With that said, how do you develop and maintain a positive experience so that patients know that they are valued, understand the importance of care, and continue seeing you? The answer may be easier than you think. By automating your retention system with Genesis Chiropractic software, you can take the memory management out of patient retention. By automating your retention system with Genesis Chiropractic software, you can take the memory management out of patient retention. I first developed the software for use in my own practice when I discovered that my patients were falling off of care and I did not know why until it was too late. I realized that trying to remember everything and everyone was not working. There were too many tasks each day that were being forgotten, lost in the shuffle, or just not performed as effectively as possible. Because of this, patient retention was haphazard at best and I set out to find a better way. Genesis software was the answer to the problem of patient retention in my practice. It automated every task and ensured that they were assigned to the best person to complete them. At the end of the day, it boiled everything down to one number for me, so that I knew whether or not every activity involved in patient management and retention had been completed or not. It took the guesswork out of patient retention and turned it into an automated system in my practice. It can do the same for you. The value generated by automating patient retention goes beyond just increased revenue. Yes, increasing patient retention means increased financial gains in your practice, but it also means peace of mind, and the freedom to move past hit or miss memory management. Isn’t it about time you moved past memory management in your practice and automated your patient retention?
How do you retain your patients?
Retain your Patients! How do you determine your chiropractic patients are at risk of missing their appointments? To retain your patients, you need a plan. How can you see what the trend is for your office? Can you find this information in reports? Probably, but you have dig deeply into them to find the information and then you have to take action on it by assigning follow-up to your staff. There must be an easier way to do this automatically and Genesis Chiropractic Software has it built-in for you! Learn how you can use alerts, notifications and the radar chart in addition to reports to retain your patients. The radar chart uses two time periods to compare several of your metrics. This lets you see if you’re meeting your goals with a quick glance at the graph. Alerts and notifications will let you create pop-up messages on the schedule to inform you when a patient has no future appointments or their care plan is running out of visits. Using these tools is how you automatically retain your patients. These will allow tasks to be created and those will prompt your staff to follow-up with those patients. To retain a patient is much less expensive than advertising to attract new patients. Learn more about patient retention with the free webinar that can be viewed right on this page. Enter your information and watch it now. Read the transcript: Jason: All right, it’s four minutes past the hour, Jess. I think it’s time to kick this off. Let’s share, and…perfect. Well, as all of our notifications said, today’s topic is on patient retention and, more specifically, really, how you can use alerts and notifications, and the big graphic up on the screen called your radar chart, we call it the radar chart, anyway, in addition to reports. So, we’re gonna start by talking about, you know, the problem that we’re trying to solve is, you’ve got a patient that walks through the door, how many of those patients are you able to retain? And everybody knows that this is the lifeblood of your practice, and yet we see so many practices, I was looking at one earlier this morning, Jess, just telling you about it, that’s averaging, over the last year, over 50 new patients a month, yet their visit counts remain stable. They’re plateaued. You know, with minor fluctuations. So, how do we avoid that? You have to change something, right? You’ve got to do something differently in your practice in order to do that, and step number one is figuring out how on Earth you can recognize which patients are at risk. And so, first of all, we wanna talk about how you can see what your trend is, how is it that you’re doing? And a lot of times, you think to yourself, “I’ve got to go digging deep within the bowels of the system to find all of the relevant reports,” and I’d like to point out, Jess, that’s it’s not really the case, is it? Jessica: No. Jason: So, what we’re showing here is, what we refer to as that radar chart. And just for one moment, Jess, would you mind ex-ing out of it and just showing them? This is on your homepage when you login. If you don’t see it, then you’re among the few that have not switched over and that center portion, pretty much, is just the place where you’ve been opening tasks, and it should have an option for you to, you know, show me my health monitor. Jessica: Yeah. It’s a blue link up at the top. It says, “Show me my practice health monitor.” Jason: Perfect. You click that, and the problem is, when you first look at it, it won’t be configured. So, we’re gonna need to do a little bit extra in order for this one to be meaningful, but I’d like to show you how meaningful it is now. So, pop it back out again, Jess, if you don’t mind. So, first is, what are we looking at? This allows you to look at a graph that’s a circle, and each one of the metrics ends up being an axis on this circle, such as new patients. You know, for this particular practice, our demo practice, they had 18 patients one month and they had 14 patients the next month. If you look at the upper-right-hand corner of the popout, those months and their corresponding colors, which Jess is highlighting right now, are there. So, July of 2013, all the way through April of 2016. I know it’ll be a little ridiculous, Jess, but if you don’t mind clicking on the metric, I’d appreciate it. It also will graph out exactly what your data points were between that time, and right now we’re looking at this on monthly basis. I don’t think it’s necessary to do it weekly or daily for this particular metric given the time span that we’ve got, but it will give you all of the data points. You know, for this practice, obviously, you can see that it was doing well and then it stopped doing well. But if it’s your practice and that was the case, you’d know about it. You don’t have to go digging too deeply. Close that one popup. But the one thing you should notice when looking at new patients is, along that new-patient axis, you’ll see two points, one in green and one, I think purple, you can call that color? Jessica: Yeah. Jason: Yeah? So, the one in purple is toward the outer edge of the circle, and the one in green is a little bit less than halfway, we’ll call that. And that is actually an indication of performance based on a goal set. So, when I said “configured,” that configuration will actually tell you how you’re doing according to what goals you’ve set for your practice. So, in this particular case, let’s just
Patient Retention Automation for Chiropractors
Patient Retention Automation View this free 30 minute webinar to see how to automate retaining your patients. To retain patients you need to educate, sell, communicate, track, measure, follow-up and solicit referrals. Our chiropractic software incorporates built-in patient education and patient communication via email, text and phone calls that can be automated to fit your needs. Our software also allows you to track your metrics, measure them and follow-up too. If you can use all of these features, or at least several of them, then retaining your patients will increase.
Chiropractic Patient Retention Tips
Retain your Patience and your Patients! Patient Retention: View this free 30 minute webinar to see how to retain your patients and keep your patience. For patient retention you need to educate, sell, communicate, track, measure, follow-up and solicit referrals. Genesis Chiropractic Software incorporates built-in patient education and patient communication via email, text and phone calls that can be automated to fit your needs. Our software also allows you to track your metrics, measure them and follow-up too. If you can use all of these features, or at least several of them, then your patient retention will increase. Read the transcript: Jason: Welcome everybody. Let’s get started. It’s always good to be here every week. I love the feedback we get after the webinars. Even some of the constructive criticism that we’ve gotten last couple of weeks has led to some great internal discussions and even some good client-facing discussions about how we can make certain aspects of our interface better. So I would like to open today with soliciting anybody who does see this, let us know. There’s something you like, we’d love to hear that. But more importantly, if there’s something we can make better, we would love to hear that as well. One more introduction, I’ve got Jessica Pancoast through the head of our help desk and our training team here. My name’s Jason Barnes. I’m the chief operating officer. And today our subject matter is near and dear to my heart because it’s the one thing every provider tells us that their primary focus is, and that is retaining patients. So, we wanna make sure we talk about retaining patients in two different ways: reports, and the actual work of retaining patients. Whenever somebody new comes on board, they often ask me, “Jas, what reports do you have?” It’s always a question that somebody asks us. I mean, you’ve been in a lot of those conversations as well and you’re smirking and smiling for those people who are just listening. Why are you smirking and smiling? Jessica: Because if you go to our report list, you’ll see we have a lot of reports. Jason: And the reason behind having a lot of reports is a lot of them are very useful. And for years, that’s how people managed their practice, they managed reports. And I can’t stress to you enough how valuable reports can be when you’re diagnosing a problem. You can’t do it. I’m on the phone with a provider today talking about low collections and we had all the right reports to get there and refute some of the claims for low collections, you know, for Blue Cross Blue Shield, and acknowledge some of them as being totally valid for their personal injuries. The reports were the only tool that allow us to actually diagnose whether or not these collections were low. But with patient retention, that’s a different ballgame. We’ve got reports. We got a No Show Report. We’ve got a report for your patients who leave your office without future appointments. Those are the two biggies. You have other reports that you could look at and talk about compliance. Say, “Hey, I’ve got a 60-visit care plan. You know, how many visits out of that care plan were missed or made?” You know, those are other ways of looking at it and there are even different reports which we could focus on. You know, how many new patients show up for the third visit? There’s a big one we get. You know, they come for their evaluation, they came for the report or findings, but they didn’t make it to the actual treatment portion. It happens. You get them talking about what the cost is, what the investment is going to be for patients, and that can really change things. Without those numbers, without those statistics, I know practices are basically paralyzed with what part of their process to actually fix. I definitely love reports. And there are some aspects of reports that I loathe, I hate. Because they look at a process that might be broken. And I’ll just talk about no shows because it’s going to be one of the focuses of today’s presentation. No shows are a big problem for practices. We see practices with up to 50, even 60% no show rates and those are caused by one of two things. One, do they have a scheduling policy that’s really loose? “Hey, we’re going to put you down on an appointment for next week. You know, show up, don’t show up, just call us. Let us know.” We have lots of practices to do that. Do I want to tell that doctor how to practice? To everyone listening to this, no. I have no intention. And Jess, let me check with you, you want to tell that doctor how to practice? Jessica: No. Not at all. Jason: No. Not our intention whatsoever. But we can’t measure how well that practice is doing at retaining those patients if we don’t have some sort of standard that we can rely on in the practice as far as scheduling. And the other reason is, and the more dreaded one is, they just didn’t show up. Why didn’t they show up? Oh, the spectrum of reasons is too big to actually speak out but there are only two reasons. They physically couldn’t, because of a legitimate excuse or they’re just not coming back. Which is which? I don’t think any provider I’ve ever spoken to actually cares. The action needed in that situation is for that patient to be contacted and confirmation that the patient’s coming back to be garnered by a staff member or the doctor themselves. That’s the desired result of any time a patient no shows. When a patient leaves your office without a future appointment, our statistics show that that patient is twice as likely as the patient who leaves the office with an appointment, literally, twice
