 Attracting new patients to your practice is a hard slog. It takes a huge investment of time, energy and money. If you are investing any of these things into acquiring new patients you really need to look at the results you are seeing to make sure you are not throwing your time and money away.
Acquiring new patients is a process that needs to be followed through from start to finish. More often than not we focus our energy and money into driving visitors to our website or calling our practice but often we overlook the important part of actually converting the patient after they get in touch. What systems do you have in place to facilitate this conversion? Do you track enquiries and monitor conversion? Is your team trained to handle enquiries, overcome objections and build and nurture the patient relationship? What happens when the enquiry doesn't immediately convert, do you have a system in place to follow up and nurture the lead into conversion? Often I find that these systems are just not in place and I cannot tell you just how much potential business you are missing out on! To address these questions, over the years I have developed and perfected a robust, structured system that has been designed to track and manage the entire new patient process leading to maximum conversion and a phenomenal patient experience that will not only land you that new patient but will help build your practices reputation and attract even patients to your door. What we need to understand is that some people are just not ready to buy, for whatever reason they just don't have the desire to actually come in and speak to you (don't take it personally). How many times have you had a website enquiry come through (usually at some odd hour), someone telling you their story and asking you for a solution. You dutifully respond with a helpful reply and offer of a telephone conversation or even a free consult to gently find out more, days go by and you never hear from them again! I find this is particularly common with dental implant enquiries and I know just how frustrating this can be. It is my belief that these people are simply not ready to commit, they had a brave moment but this quickly passed and now they just want to continue their fact finding and are just not ready to do any more than shop around or information gather. You might assume they are just not interested, maybe they went elsewhere or they might just be complete time-wasters, you might be right but on the other hand maybe they are your dream patient and just need a bit of gentle encouragement? You need to have a system in place to follow up these enquiries and try to build and nurture the relationship with these potential patients. More often than not conversion is a process that happens over time, it's rarely instant and like anything worth having it takes time and effort. If you'd like help designing and implementing systems and training for handling & nurturing enquiries get in touch to find out how I could help you.
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We all make some conscious effort to attract new patients to our door but what happens after they make contact with you?
As well as running Practice Perfection I also run a dental practice and in my experience this is one of the biggest challenges facing a practice. Have you assessed how well you are handling enquiries, how quickly do you respond? What impression is that potential patient being given from the word go? Are your front of house team effectively communicating the value of your service to convert these enquiries into new patients? This is such an important exercise and one that will ultimately win you patients! You need to know that every enquiry is being dealt with effectively and efficiently and that every single person that contacts your practice is given an amazing impression of what you have to offer! If you’d like to find out more about evaluating and improving your patient experience please contact [email protected] or visitwww.practice-perfection.co.uk The way a patient perceives your service could make or break the success of your business.
The patient experience is one of the most (if not THE most) important aspect of what your practice has to offer. The patient experience covers every angle of a patients journey through your practice, from the moment they find out about you, how their initial enquiry is handled, their first and subsequent visits and every piece of communication that they receive from you. We are in a 'service' industry, people are paying for a service and they will expect a good one. So how do you measure and evaluate the service that your patients are receiving? Are your marketing strategies making you visible to potential patients and putting you ahead of the competition? Are your team handling new patient enquiries effectively? Are you communicating effectively with your customers? The most important question is are you providing a truly EXCEPTIONAL service? There is no doubt that we are facing difficult times ahead in this struggling economy, with less disposable income patients are prioritising their spending and investing their money in a trusted, consistent service. It will be survival of the fittest and those practices that are custom focused and constantly striving to provide an exceptional service will prosper and grow. What would you say if I told you it was possible to evaluate your Patient Experience through the eyes of a patient? Practice Perfections 'Patient Experience Evaluation' allows you to see your service through the patients eyes. We will send a 'mystery patient' to assess your service and will provide you with a detailed report to highlight your strengths and weaknesses in specific areas. Our Patient Experience Evaluations are conducted by experienced dental professionals, people who know how it should be done. Our report comes complete with recommendations packed full of proven strategies for success. In conjunction with our Patient Experience Evaluations we offer the added option of bespoke team and individual training to help you implement and train your team on our recommendations. With the obligation to compliance in mind, we have designed our evaluations and reports to act as evidence towards CQC Outcome 1- 'Respecting & Involving people who uses the service'. We offer a range of options from a simple telephone evaluation to a full patient experience evaluation. Prices start from as little as £49.99 and packages can be tailored to suit your needs. Visit www.practice-perfection.co.uk or email [email protected] for more information. |
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