June 4, 2015

Practice Management Resources

Employee ToolsPatient Communication

Employee Tools

Every Practice needs to have effective tools to help manage operational issues.  The resources in this document library will help you with numerous operational tasks. Having the right tools will help reduce waste, control costs, manage loss, and overall protect your assets.

There are differences in every organization so these tools are downloadable in order to customize the documents for your practice.  Add your logo, contact information, and additional details for your particular situation.  If you have any questions regarding these tools or would like to see additional resources email us at info@mypatientexperience.com

Coordinator Tools

The coordinator is a crucial role in the practice.  The tools here outline the key points of conversation between patients and the coordinator.  The script provides specific language that is effective in communicating with patients at various points during the prospect conversion process.  It gives examples of what to say to patients before, during, and after the consultation.

Consultation Outline
Consultation Script

Front Office Tools

The front office is your gateway to success.  Some Basic tools can help to remind your front office team of the steps they need to take to handle patient care.

Phone Handling Outline
Operational Improvement Guideline

Communication within an organization is important to creating positive change.  Communication tools are an effective means of managing problems and potential solutions.  The 5M’s solution breaks up a business into 5 categories that represent the basic operations of the organization.  These templates are used by staff to help to communicate problems and solutions to management and owners.  The 5 M’s are Methods, Materials, Manpower, Machines, Marketing.  Encourage your staff to participate in ideas for growth and improvement by supplying them with a 5M’s book in which they can fill out these templates to present problems and solutions to the organization.  After all your staff is responsible for 80% of patient interactions.  Give them a voice and you may be surprised at what you hear.

Patient Communication

The manner, tone, and language used in patient communications are crucially important to how a patient receives the information that is trying to be conveyed.  It is important to keep in mind the goals of each correspondence and the patient’s perspective of what is being sent.  Always think about the message you are trying to convey and the important points from your patient’s perspective.

These templates will need to be modified to insert specific credentialing statements about your practice.  Differentiating yourself is an important key to demonstrating to patients why you are different and why they should choose your practice. The highlighted areas in these documents indicate areas that you will want to customize to your needs.

Pre Consultation Templates

After a patient schedules their consultation they may or may not know about why your practice is great. Using pre-consultation correspondence will help you to highlight the value of the consultation and help to get patients excited about their consultation and decrease your no show rate.

Appointment Reminder

You have to remind your patients about their appointments.  A phone call the day before is just a courtesy.  You should be reaching our to your patients multiple times and using different forms of communication.  Email, text messages, and confirmation calls should all be used to ensure the lowest possible no show rate.  You don’t want to annoy patients but until they confirm that they plan on attending their appointment a subtle reminder will help you achieve your goal.

Post Treatment Follow Up

We talked about the importance of follow up in the video series Your Practice Production.  This template is intended to reach out to patients after treatment to ensure they are pleased with the treatment that they received and more importantly, proactively give them an outlet to express any concerns and complaints.